Michigan BOP Exam - Pharmacy Technician Study Guide

Michigan BOP Exam - Pharmacy Technician Study Guide What are the 4 service standards for working efficiently that are apart of the WeCare workflow? - 1. Leverage mySchedule and follow the the workstation assignment board 2. Follow the priority cards at each workstation 3. Work the action queues top down 4. Use the process and systems What are the 4 service standards for caring more that are apart of the WeCare workflow? - 1. Promptly acknowledge customers 2. Provide undivided attention to a customer 3. Immediately follow up on issues and use electronic action notes 4. Help at pick up if there are 3 or more customers in line Who can staff the drop off workstation? - Pharmacist, intern, or technician What queue does the team member at drop off work out of? - QT or triage queue What data entry needs to be entered while the customer is present at drop off? - Third Party adjudication What data entry needs to be done as directed by the triage queue at drop off? - E-scripts, MD calls, faxes, and voicemails What is the team member at drop off responsible for? - Third party/insurance problems What does the team member at drop off always ask the customer? - A preferred contact number What does the team member at drop off call out to inform production? - Waiters What are the drop off customer service priorities? - 1. Promptly acknowledge, then serve the customer 2. Focus on the customer 3. Process the next item (N) in the triage queue What are the priorities for promptly acknowledging the customer? (1st priority at drop off) - 1. Use a friendly greeting and offer assistance 2. Call for back up when there are more than 3 customers in line What are the priorities for focusing on the customer? (2nd priority at drop off) - 1. Complete data entry through adjudication when there are 3 or fewer prescriptions 2. Thank the customer using their name What patient information does the team member at drop off need to ask for or verify? - 1. Correct spelling or full name 2. DOB 3. Home address 4. Medication allergies ( document that you asked the customer. If there are no allergies the write "NKA" on the prescription) 5. Prescription insurance info since last visit (document any new insurance on the script) 6. Other medical info (other OTC or prescription medications the patient may be taking) 7. Safety cap preference (responsibility of the patient to request non-safety. Do not assume all senior citizens want non-safety) 8. Preferred contact phone number if an issue arises Who can be staffed in the production workstation? - Pharmacist, intern, or technician What queue does the team member at production work out of? - QP or production queue and may leave this screen to assist patients who have called on the phone What does the team member at production do with scripts in the QP? - Print scripts and fill waiters first What does the team member at production do with phone calls? - Answer the phone and direct the call to the appropriate person What does the team member at production do while the customer is on the phone for a refill? - Verify the script has refills and