URAC TEAM MEMBER PREPARATION QUESTIONS 1-
75
Patient Care: What is your involvement in Patient Management? - Answers - Patient
management involves prescription dispensing, reimbursement, counseling, and patient
clinical care activities we do. My involvement depends on the role I am assigned for the
day.
Patient Care: How do we promote drug adherence? - Answers - Initial counseling on the
importance of compliance, refill reminder calls, recommendations to alleviate any side
effects, and assistance obtaining financial assistance as needed.
Patient Care: How do you collaborate with physicians or other healthcare providers
involved in patient care? - Answers - We communicate with them regularly over the
phone. If the patient has any issue or if we have a recommendation/update we will call
or fax.
Patient Care: How do you advocate for a patient's access to drugs? - Answers -
Walgreens has access to many limited distribution drugs. We also help with prior
authorizations and get patients signed up for financial assistance programs.
Patient Care: How do you help with prior
authorizations and appeals? - Answers - We work with the insurance company and
coordinate obtaining documents from the prescribers to help facilitate the process.
Patient Care: How do you address language barriers? - Answers - We have staff that
are bilingual, use the Pharmacy Translators Tools, and other Health Providers or
Caregivers.
Patient Care: If a Patient Emergency Situation arises, such as a suicide threat, what
would you do? - Answers - Keep the patient on the phone and signal a team member to
call 911 as outlined in our Patient Crisis and Emergency Situation policy.
Patient Care: What are your triggers to send a call to an RPh? - Answers - If the patient
has any clinical questions or concerns we have a pharmacist speak with them.
Patient Care: What is the process for collecting and communicating payment? -
Answers - Since the majority of our billing is through on-line prescription adjudication,
we have this information and inform the patient upfront of all charges as much as
possible.
Patient Care: How do patients receive information on their disease and medication? -
Answers - We provide verbal education and written drug information leaflets, and other
information as needed.
, Pharmacy Operations: What do you do if a temperature is out of range? - Answers -
Notify my manager.
Pharmacy Operations: What is your service area? - Answers - Describe the areas
serviced and State licenses held by your pharmacy.
Pharmacy Operations: How are back orders or out of stocks handled? - Answers - We
notify the patient and prescriber as needed based on the clinical significance. We make
all attempts to utilize the Walgreens resources to obtain the product as quickly as
possible.
Pharmacy Operations: Do you have bio-hazardous waste? If so, where are the bins? -
Answers - Show where the red bio-hazard "sharps" waste container is kept.
Patient Care: How do you refer a patient to external support groups for help as needed?
- Answers - We refer the patient to local disease support groups or hospital social
service. On our intranet site and disease state booklets, there are also national groups
we can refer them to.
Patient Care: How do you communicate patients' rights and responsibilities? - Answers -
We have them in our welcome booklet that is mailed to the patient and on our web
page.
Patient Care: How do you update information in a patient's profile? - Answers - As we
become aware of changes we will update the information in the appropriate fields in IC+
or SR2.
Pharmacy Operations: How do you know if a recalled drug is currently being processed
for an order
and is still in the building such as being in a tote or packed? - Answers - The report we
run to identify if we have the product in inventory list drugs in process of being filled,
ready bin and recently filled. We would locate the product and not dispense it and stop
all in process deliveries.
Pharmacy Operations: Who has access to the pharmacy? - Answers - Access is limited
to Pharmacists and Technicians.
Pharmacy Operations: Who has access to the controlled substances? - Answers - Only
Pharmacists.
Pharmacy Operations: How are customer returned goods handled? - Answers - We do
not accept returns.
Hazardous Product Handling: How can you access Material Safety Data Sheets
(MSDS)? - Answers - We have a link on Localsprx > Operational Procedures > MSDS
to gain immediate access to SDS sheets.
75
Patient Care: What is your involvement in Patient Management? - Answers - Patient
management involves prescription dispensing, reimbursement, counseling, and patient
clinical care activities we do. My involvement depends on the role I am assigned for the
day.
Patient Care: How do we promote drug adherence? - Answers - Initial counseling on the
importance of compliance, refill reminder calls, recommendations to alleviate any side
effects, and assistance obtaining financial assistance as needed.
Patient Care: How do you collaborate with physicians or other healthcare providers
involved in patient care? - Answers - We communicate with them regularly over the
phone. If the patient has any issue or if we have a recommendation/update we will call
or fax.
Patient Care: How do you advocate for a patient's access to drugs? - Answers -
Walgreens has access to many limited distribution drugs. We also help with prior
authorizations and get patients signed up for financial assistance programs.
Patient Care: How do you help with prior
authorizations and appeals? - Answers - We work with the insurance company and
coordinate obtaining documents from the prescribers to help facilitate the process.
Patient Care: How do you address language barriers? - Answers - We have staff that
are bilingual, use the Pharmacy Translators Tools, and other Health Providers or
Caregivers.
Patient Care: If a Patient Emergency Situation arises, such as a suicide threat, what
would you do? - Answers - Keep the patient on the phone and signal a team member to
call 911 as outlined in our Patient Crisis and Emergency Situation policy.
Patient Care: What are your triggers to send a call to an RPh? - Answers - If the patient
has any clinical questions or concerns we have a pharmacist speak with them.
Patient Care: What is the process for collecting and communicating payment? -
Answers - Since the majority of our billing is through on-line prescription adjudication,
we have this information and inform the patient upfront of all charges as much as
possible.
Patient Care: How do patients receive information on their disease and medication? -
Answers - We provide verbal education and written drug information leaflets, and other
information as needed.
, Pharmacy Operations: What do you do if a temperature is out of range? - Answers -
Notify my manager.
Pharmacy Operations: What is your service area? - Answers - Describe the areas
serviced and State licenses held by your pharmacy.
Pharmacy Operations: How are back orders or out of stocks handled? - Answers - We
notify the patient and prescriber as needed based on the clinical significance. We make
all attempts to utilize the Walgreens resources to obtain the product as quickly as
possible.
Pharmacy Operations: Do you have bio-hazardous waste? If so, where are the bins? -
Answers - Show where the red bio-hazard "sharps" waste container is kept.
Patient Care: How do you refer a patient to external support groups for help as needed?
- Answers - We refer the patient to local disease support groups or hospital social
service. On our intranet site and disease state booklets, there are also national groups
we can refer them to.
Patient Care: How do you communicate patients' rights and responsibilities? - Answers -
We have them in our welcome booklet that is mailed to the patient and on our web
page.
Patient Care: How do you update information in a patient's profile? - Answers - As we
become aware of changes we will update the information in the appropriate fields in IC+
or SR2.
Pharmacy Operations: How do you know if a recalled drug is currently being processed
for an order
and is still in the building such as being in a tote or packed? - Answers - The report we
run to identify if we have the product in inventory list drugs in process of being filled,
ready bin and recently filled. We would locate the product and not dispense it and stop
all in process deliveries.
Pharmacy Operations: Who has access to the pharmacy? - Answers - Access is limited
to Pharmacists and Technicians.
Pharmacy Operations: Who has access to the controlled substances? - Answers - Only
Pharmacists.
Pharmacy Operations: How are customer returned goods handled? - Answers - We do
not accept returns.
Hazardous Product Handling: How can you access Material Safety Data Sheets
(MSDS)? - Answers - We have a link on Localsprx > Operational Procedures > MSDS
to gain immediate access to SDS sheets.
