MICHIGAN BOP EXAM - PHARMACY TECHNICIAN STUDY
GUIDE SOLVED #7
What are the 4 service standards for working efficiently that are apart of the wecare
workflow? - correct answer 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?
- correct answer 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? - correct answer Pharmacist, intern, or
technician
What queue does the team member at drop off work out of? - correct answer QT or
triage queue
What data entry needs to be entered while the customer is present at drop off? - correct
answer Third Party adjudication
What data entry needs to be done as directed by the triage queue at drop off? - correct
answer E-scripts, MD calls, faxes, and voicemails
What is the team member at drop off responsible for? - correct answer Third
party/insurance problems
What does the team member at drop off always ask the customer? - correct answer A
preferred contact number
What does the team member at drop off call out to inform production? - correct answer
Waiters
What are the drop off customer service priorities? - correct answer 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) - correct answer 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) - correct
answer 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? -
correct answer 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? - correct answer Pharmacist, intern,
or technician
What queue does the team member at production work out of? - correct answer 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? - correct answer
Print scripts and fill waiters first
What does the team member at production do with phone calls? - correct answer
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? - correct answer Verify the script has refills and is in stock
What is the maximum labels should be printed? - correct answer A maximum of 3
families at a time
What should the team member at production do if a medication is out-of-stock or is a
partial fill? - correct answer Contact customer immediately and complete an action note
How many basket colors are there and what are they used for? - correct answer 1.
Yellow - waiting customers
2. Blue - acute
3. Black - all others
, Where should the baskets in production be delivered to and how are the labels
supposed to be faced? - correct answer Deliver to "red zone" and face labels upright
What should a team member do if they are not working with a customer? - correct
answer Help at pick up if there are 3 or more in line
What are the 2 production customer service priorities? - correct answer 1. Be aware of
customers AND provide support where needed
2. Print up to 3 families at a time
What is the production priority for being aware of the customers when on the phone?
(1st priority of QP) - correct answer When on the phone, introduce yourself, offer
assistance and triage calls when appropriate
What is the production priority for supporting where needed? (Also 1st priority of QP) -
correct answer Serve customers at pick up and drive thru based on your workstation
assignment board responsibilities
What are the production priorities for printing 3 families of scripts at a time? - correct
answer 1. Use the "print next batch (P)" function and then "enter"
2. Perform prescription and non-prescription function (ex: PCQ calls, when directed in
QP)
What are the production workstation quality assurance responsibilities? - correct answer
1. Acquire the prescription label refreshing the QP as often as possible
2. Obtain the medication
3. Perform an accuracy scan
4. Count, pour, or dispense the medication
5. Select an appropriate container and cap
6. Affix labels and stickers to the container
7. Prepare the order for final verification
What are the responsibilities for acquiring the prescription? (1st main responsibility in
QP) - correct answer 1. Print and fill "waiter" and "acute" scripts first (TOP PRIORITY)
2. Print a maximum of three families at one time
What are the responsibilities for obtaining the medication? (2nd main responsibility in
QP) - correct answer 1. Use the medication name on the label to locate the correct
medication
2. Verify name on the medication, strength, dosage form, and National Drug Code
(NDC) on the stock bottle
Which numbers are the most critical to match on the NDC? - correct answer The middle
four numbers
What do the first 5 numbers represent on the NDC? - correct answer The manufacturer
GUIDE SOLVED #7
What are the 4 service standards for working efficiently that are apart of the wecare
workflow? - correct answer 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?
- correct answer 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? - correct answer Pharmacist, intern, or
technician
What queue does the team member at drop off work out of? - correct answer QT or
triage queue
What data entry needs to be entered while the customer is present at drop off? - correct
answer Third Party adjudication
What data entry needs to be done as directed by the triage queue at drop off? - correct
answer E-scripts, MD calls, faxes, and voicemails
What is the team member at drop off responsible for? - correct answer Third
party/insurance problems
What does the team member at drop off always ask the customer? - correct answer A
preferred contact number
What does the team member at drop off call out to inform production? - correct answer
Waiters
What are the drop off customer service priorities? - correct answer 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) - correct answer 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) - correct
answer 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? -
correct answer 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? - correct answer Pharmacist, intern,
or technician
What queue does the team member at production work out of? - correct answer 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? - correct answer
Print scripts and fill waiters first
What does the team member at production do with phone calls? - correct answer
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? - correct answer Verify the script has refills and is in stock
What is the maximum labels should be printed? - correct answer A maximum of 3
families at a time
What should the team member at production do if a medication is out-of-stock or is a
partial fill? - correct answer Contact customer immediately and complete an action note
How many basket colors are there and what are they used for? - correct answer 1.
Yellow - waiting customers
2. Blue - acute
3. Black - all others
, Where should the baskets in production be delivered to and how are the labels
supposed to be faced? - correct answer Deliver to "red zone" and face labels upright
What should a team member do if they are not working with a customer? - correct
answer Help at pick up if there are 3 or more in line
What are the 2 production customer service priorities? - correct answer 1. Be aware of
customers AND provide support where needed
2. Print up to 3 families at a time
What is the production priority for being aware of the customers when on the phone?
(1st priority of QP) - correct answer When on the phone, introduce yourself, offer
assistance and triage calls when appropriate
What is the production priority for supporting where needed? (Also 1st priority of QP) -
correct answer Serve customers at pick up and drive thru based on your workstation
assignment board responsibilities
What are the production priorities for printing 3 families of scripts at a time? - correct
answer 1. Use the "print next batch (P)" function and then "enter"
2. Perform prescription and non-prescription function (ex: PCQ calls, when directed in
QP)
What are the production workstation quality assurance responsibilities? - correct answer
1. Acquire the prescription label refreshing the QP as often as possible
2. Obtain the medication
3. Perform an accuracy scan
4. Count, pour, or dispense the medication
5. Select an appropriate container and cap
6. Affix labels and stickers to the container
7. Prepare the order for final verification
What are the responsibilities for acquiring the prescription? (1st main responsibility in
QP) - correct answer 1. Print and fill "waiter" and "acute" scripts first (TOP PRIORITY)
2. Print a maximum of three families at one time
What are the responsibilities for obtaining the medication? (2nd main responsibility in
QP) - correct answer 1. Use the medication name on the label to locate the correct
medication
2. Verify name on the medication, strength, dosage form, and National Drug Code
(NDC) on the stock bottle
Which numbers are the most critical to match on the NDC? - correct answer The middle
four numbers
What do the first 5 numbers represent on the NDC? - correct answer The manufacturer
