URAC Team Member Preparation Questions 1-75
With 100% Correct Answers
Patient Care: What is your involvement in Patient Management? ANS 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? ANS 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?
ANS 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? ANS 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? ANS 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? ANS 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? ANS
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: How do you refer a patient to external support groups for help as needed? ANS 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? ANS 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? ANS As we become aware of changes
we will update the information in the appropriate fields in IC+ or SR2.
Patient Care: What are your triggers to send a call to an RPh? ANS 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? ANS 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? ANS 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? ANS Notify my manager.
Pharmacy Operations: What is your service area? ANS Describe the areas serviced and State licenses held
by your pharmacy.
Pharmacy Operations: How are back orders or out of stocks handled? ANS 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? ANS Show where the
red bio-hazard "sharps" waste container is kept.
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? ANS 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? ANS Access is limited to Pharmacists and
Technicians.
With 100% Correct Answers
Patient Care: What is your involvement in Patient Management? ANS 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? ANS 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?
ANS 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? ANS 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? ANS 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? ANS 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? ANS
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: How do you refer a patient to external support groups for help as needed? ANS 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? ANS 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? ANS As we become aware of changes
we will update the information in the appropriate fields in IC+ or SR2.
Patient Care: What are your triggers to send a call to an RPh? ANS 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? ANS 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? ANS 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? ANS Notify my manager.
Pharmacy Operations: What is your service area? ANS Describe the areas serviced and State licenses held
by your pharmacy.
Pharmacy Operations: How are back orders or out of stocks handled? ANS 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? ANS Show where the
red bio-hazard "sharps" waste container is kept.
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? ANS 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? ANS Access is limited to Pharmacists and
Technicians.
