1. Understand the culture at CVS - how we do things and what's important to us - as well as CVS's Service standards - what excellent service looks like and how to deliver it
2. Understand key responsibilities of CVS Health colleagues and provides appropriate guidance for colleagues looking for the right solutions to ethical questions or issues
3. Social Media Guidelines: After completing this course, you will be able to follow guidelines when using social media as a colleague of CVS Health
4. Understand company policies, procedures and resources
5. Comply with the CVS Health Attendance Policy
6. Recognizing and Preventing Workplace Violence: Define workplace violence Recognize behaviors of concern Identify the five steps to respond to violent events Utilize store culture as a tool to reduce workplace violence List available options to report violent incidents or report a behavior
7. Be compliant with laws regarding: Minor employee work restrictions Americans with Disabilities Act Sale of age restricted products and money orders/money grams HIPAA (non-pharmacy employees) Third Party billing
8. Understand the value and benefits of the ExtraCare Program, including how to properly convey the benefits of the program to the customer
9. Med C and D General Compliance Training: Recognize how a compliance program operates Recognize how compliance program violations should be reported
10. Process basic register transactions and how to provide good customer service at the checkout
11. Understand the procedures for processing customer refunds and the customer skills involved in successfully managing these more complex transactions
12. Information Security and Confidentiality Training: Define the different types of confidential information in your workplace Understand why it is important to protect confidential information Be familiar with the best practices on safeguarding confidential information Be knowledgeable on additional security measures you can take to protect confidential information Understand your responsibilities related to the privacy and security of confidential information
13. Preventing Money Laundering: Pharmacy Version: Define money laundering Identify and know where to communicate suspicious activity, including fraud Comply with company policy and limits surrounding prepaid products
14. DEA and Pharmacy Regulatory Training: Policies and requirements regarding controlled substances The importance of verifying that each prescription is valid Ways to identify forged and altered prescriptions Dispensing guidelines for narcotic drugs Recordkeeping requirements for controlled substances Diversion and diversion trends How to report thefts and losses of controlled substances

1. Unconscious Bias: Be aware of bias and help screen out negative thought processes and stereotypes Understand how body language, tone, and cadence have the biggest impact on how our messages are received See more of the real world around us by being open to new people and experiences Make decisions that are based on a person's merit-relevant qualities and not their merit irrelevant qualities Treat people more fairly through teamwork, respect, and inclusion
2. Diversity, Inclusion & You: Understand both diversity awareness and inclusive practices, including intent versus impact Be aware of the impact of unconscious biases and micro-messages Know how the business case for diversity and inclusion affect the company’s bottom line Understand related laws

1. Introduction to Pharmacy: Describe how the CVS/pharmacy workflow helps to ensure exceptional customer service and patient safety Explain the roles and responsibilities of each of the five workstations Identify the tools that you will use to manage the workflow Define how quality assurance is woven into each step in the prescription filling process Describe the queues used to manage the workflow Log on to the RxConnect System and obtain User Credentials Navigate the RxConnect System Use the information provided on the patient header and profile to process prescriptions Complete the steps to reprint a prescription label
2. Corporate Integrity Agreement – Covered Person Training: Describe the Corporate Integrity Agreement Identify the components of the CVS Health Compliance and Integrity Program Explain the penalties and fines for non-compliance
3. PSE/E Training: Recognize the dangers of PSE/E Comply with PSE/E legal requirements and CVS Pharmacy policies Manage the receiving, merchandising and sale of PSE/E Recognize and respond suspicious activity with PSE/E Handle challenging PSE/E situations Recognize the importance of the MethCheck POS system
4. Pharmacy Basics Workbook: Describe key information of medication stock bottle Identify various types of medication dosage forms Recognize the elements of prescription labels Recognize medication schedules Complete Action Notes correctly Identify communication vehicles used in the pharmacy
5. Foundations of Pharmacy: Demonstrate a deeper understanding of the skills and knowledge Demonstrate positive and effective communication skills Demonstrate extraordinary customer service techniques Identify and apply quality and safety procedures
6. Introduction to Inventory Management: Define inventory management, Customer Focused Replenishment for Pharmacy Inventory (CFRx), and explain the benefits Identify elements affecting inventory management and accuracy Define and describe the relationship between Target Inventory Level, Balance on Hand, and Balance on Order Explain the difference between system-generated and store-initiated Cycle counts Explain the relationship to 11-digit NDC Explain the importance of shelf labels
7. CFRx for Inventory Management: Identify and use CFRx features and functionally Describe ordering process Complete Order review Complete Delivery Check-in Complete Cycle Counts Differentiate between Preferred and Non-Preferred NDC’s
8. Basic Inventory Management On-the-Job Training: Use CFRx to manage and complete inventory activities Complete Order review Submit an Outside Vendor - Voluntary order Complete Delivery Check-in Receive a Drop Shipment Receive and Check-in Specialty Packages Perform Cycle Counts Select a Non-Ordered indicator in RxConnect, as needed Complete Role Plays: Managing Customer Expectations
9. Compounding and Processing Non-Sterile Preparations: Differentiate between Sterile Compounds and non-Sterile Compounds Identify which compounds can be prepared at CVS Pharmacy locations Effectively gather, combine, and log appropriate components of Non-Sterile Compounds
10. Pharmacy Hazardous Waste Training: Identify waste pharmaceutical items that require special handling Comply with CVS Pharmacy Hazardous Waste Management Program requirements Manage StrongPak containers Process Pharmacy waste items on a weekly basis Comply with hazardous waste documentation requirements Process quarterly StrongPak pickups Follow basic spill and emergency response procedures
11. ExtraCare Pharmacy & Health Rewards: Recognize the purpose of the ExtraCare Pharmacy & Health Rewards program Explain earnings and rewards for ExtraCare Pharmacy & Health Rewards program to patients Enroll a customer into the ExtraCare Pharmacy & Health Rewards program Explain the HIPAA Authorization to patients Refer customer questions to www.CVS.com/rxrewards or to the program brochure

1. Introduction to Pick-up: Identify the steps involved in the pick-up interaction Explain where prescriptions are stored and the steps to take when you cannot locate a prescription Describe the procedures used when customers pick-up refrigerated or reconstituted products Recognize and explain the importance of ensuring a positive interaction at Pick-up Complete the steps to check a prescription’s current status
2. Foundations of Pick-up and Production: Demonstrate the steps in the Pick-up interaction and make the Offer to Counsel Determine which customer questions you can address and which you need to refer to a Pharmacist Address problems when dealing with difficult customer questions Locate over-the-counter items Effectively assist customers who are waiting for prescriptions Identify the procedure for handling restricted products Demonstrate an understanding of the Production Workflow and why each step is important to our customer service goals Demonstrate counting best practices, including working with penicillin and sulfa products Demonstrate proper labeling and prescription assembly tasks Recognize Reconstitutables and demonstrate an awareness of basic preparations Complete electronic Action Notes to ensure proper and complete information is conveyed to customers Provide exceptional service skills when assisting customers on the telephone
3. Pick-up On-the-Job Learning: Perform the Pick-up procedures according to CVS standards Respond appropriately to customer requests Perform basic maintenance tasks at the Pick-up workstation Provide exceptional customer service to customers at the Pick-up workstation

1. Introduction to Drive-thru: Assist a customer who is picking up a prescription order at Drive-thru Accept new prescription at Drive-thru Accept refill prescription at Drive-thru
2. Drive-thru on-the-job learning: Perform the Drive-thru procedures according to CVS standards Operate the Drive-thru window Understand the standards for managing Drive-thru traffic Provide exceptional customer service to customers at the Drive-thru workstation

1. Introduction to Production: Identify the steps involved in Production Explain how quality and safety are embedded into each step at Production Process a prescription through Production Process a prescription refill Complete the steps to calculate drug price
2. Production On-the-Job Learning: Perform the production procedures according to CVS standards Satisfy customer refill requests Respond to customer questions or refer as appropriate Perform basic maintenance tasks at the production workstation Provide exceptional customer service to customers on the telephone while at the production workstation
3. Utilization Pharmacy Automation Robots (applies only to stores with this equipment) Recognize the role of automation in pharmacy and perform basic operator tasks Navigate the ScriptPro application Perform advanced automation procedures Properly maintain the ScriptPro Adhere to CVS/pharmacy automation processes for patient safety

1. Introduction to Drop-off: Accept a new prescription at Drop-off Accept a refill prescription at Drop-off Add a patient in the RxConnect system Edit a patient’s information in the RxConnect system Effectively manage prescription requests in the RxConnect system
2. Third Party Plans and Cards: Recognize Third Party Plans Identify the basics of billing federal/state funded Third Party Plans Recognize the components of Third Party Cards
3. Medicare Part B: Understand the basics of Medicare B Know the expectations of CVS as a Medicare Provider Understand the expectations of you, as an employee, in processing Medicare claims Identify available references
4. Foundations of Drop-off: Explain the responsibilities of the Drop-off Workstation Demonstrate the steps in the Drop-off interaction Identify tasks in the Drop-off interaction that ensure quality and safety Know the components of a valid prescription Convert equivalent measurements for inhalers, ear and eye drops, insulin, and liquids Discuss the regulations that affect controlled substances Identify and process compound prescriptions Review the Customer Service Initiative (CSI) and how it benefits our patients Know the benefits of flavoring medications for our patients and how to promote Identify common types of Third Party rejections and the correct action to take to resolve the rejection Resolve Third Party rejections while communicating with customers Recognize unique Third Party Plans, such as Medicaid, Medicare Parts B and D, and know the requirements for processing claims through these plans Perform Drop-off Best Practices
5. Advanced Drop-off: Complete data entry for new prescriptions Scan a prescription hardcopy Process prescriptions with insufficient inventory Edit a prescription Delete, inactivate, and place prescriptions on hold
6. Drop-off On-the-Job Learning: Perform the Drop-off procedures according to CVS standards Respond appropriately to customer requests Perform basic maintenance tasks at the Drop-off workstation Provide exceptional customer service to customers at the Drop-off workstation
7. Prescriber Search Enhancements: Demonstrate knowledge of the prescriber search enhancements Identify key points of prescriber search functionality Perform the proper steps in RxConnect to search for and select a prescriber Understand the importance of associating the correct prescriber to a prescription Understand how the enhancements improve regulatory compliance, mitigate third party exceptions, audits, and potential recoupments

1. Changing Lives with Patient Care Part 1: Identify the importance of Patient Care Explain how Patient Care helps you change lives, one patient at a time Describe the Patient Care Conversation Framework
2. Changing Lives with Patient Care Part 2: Deliver Patient Care using the screens in RXConnect and at Pick-Up Describe your role in supporting patients through Patient Care
3. Introduction to ScriptSync: Define ScriptSync Describe the benefits of ScriptSync to both Patients and Pharmacy Teams Explain the enrollment process Summarize ScriptSync responsibilities
4. ScriptSync On-the-Job Training: Describe the ways a patient can enroll in ScriptSync Enroll patients in ScriptSync using RXConnect Identify the components of a successful ScriptSync offer Calculate Alignment Fills Maintain ScriptSync using RXConnect, POS, or online by Patient
5. Patient Care in Action: Describe how Patient Care can change lives Discuss how Patient Care helps to solve medication adherence challenges Identify best practices Understand available tools to track progress Identify potential challenges during Patient Care conversations Effectively influence patients using the conversation framework
6. Delivering Patient Care: Perform Patient Care activities according to CVS Health Best Practices Provide Genuine Care to Patients on the phone or during in-person interactions through Patient Care
7. Med D: Prescription Plans: Define Medicare Part D Explain the basic plan design to a customer Recognize when customers can enroll in a Medicare Part D plan Assist customers in researching the correct plan for their needs Recognize CVS policies surrounding Medicare Part D
8. Saving Patients Money: Understand tools available to save patients money and increase medication adherence Utilize Prescription Savings Portal that shows which patients are eligible for cost savings with Therapeutic Alternatives, Manufacturer Coupons, or Discount Cards Utilize Rx Savings Finder that supports the team in addressing cost concerns by providing the various savings options in a single location

1. Waiting Bin Maintenance: Complete a daily Return to Stock Complete a monthly Waiting bin Physical Inventory
2. Advanced Inventory Management: The importance of accuracy in processes – using shelf labeling to maintain accurate inventory Determining which kinds of items are returnable or transferable Processing returnable or transferable items
3. Inventory Management Scenarios: Connect what the learner has covered in other courses to daily activities that affect the pharmacy’s overall inventory Encourage the learner to effectively think through and address common scenarios that may arise in day-to-day work
4. Advanced Inventory Management On-the-Job training: Perform the steps involved in Shelf label Maintenance Identify saleable and non-saleable items Identify the appropriate type of return of an item Complete a CVS Warehouse Return Complete an Outside Vendor Return (saleable overstock) Complete a StrongPak Return Complete a Genco Return Identify transferable and non-transferable items Explain the difference between Retail Store to Retail Store Transfers and Store-to-Store Redeploy Complete a Transfer Out Complete a Transfer In Perform return to Stock tasks Access and complete RTS reports

1. Meal and Rest Period Training: Adhere to meal break requirements Describe how meal waivers work and who is eligible for them Submit or revoke a meal waiver option
2. Digital Adoption Overview: Increase store awareness of the various Front Store and Pharmacy digital initiatives Show colleagues the customer and the store associate journey for each of the digital tools to promote understanding of the functionality of the tools offered Help colleagues understand the benefits of the digital tools to their workflow and to customer experience Provide the necessary information to help colleagues facilitate the usage of the digital tools and answer any customer questions that arise

800107 New Colleague Compliance Training 800005 CVS Health Store and Distribution Center Code of Conduct Training 800008 CVS Caremark Employee Handbook 800186 Preventing Money Laundering: Pharmacy Version 800270 Privacy Training 800164 Safety General Awareness and Emergency Procedures Plan Training 300660 CVS Health Attendance Policy Acknowledgement 800160 Recognizing and Preventing Workplace Violence 800681 DEA & Pharmacy Regulatory Training for Pharmacy Support Staff 891030 PSE/E Training for New Hires 830150 Hazardous Material Safety and Security General Awareness for Retail Colleagues 390311 Introduction to Social Media at CVS Health

400100 myStore – New Colleague Orientation & Assessment 400400 Introduction to ExtraCare 400301 Register Basics 400302 Customer Refunds

550221 Unconscious Bias 550220 Diversity, Inclusion & You

206000 Introduction to Pharmacy 204010 Pharmacy Basics 206010 Introduction to Pick-up 206020 Introduction to Production 204020 Foundations of Pharmacy 206100 Foundations of Pick-up and Production 204045 Pick-up On-the-Job Training 208001 ExtraCare Pharmacy & Health Rewards

202160 Introduction to Inventory Management 202161 CFRx for Inventory Management 209100 Compounding and Processing Non-Sterile Preparations 29035 Safe Production and Production Safety Zone Video Acknowledgement 300500 Professional Practices Quality Assurance Standards 202162 Basic Inventory Management On-the-Job Training 204065 Production On-the-Job Training 290354 Utilizing Pharmacy Automation Robots* *applies only to stores with automation equipment

206040 Introduction to Drop-off 204150 Third Party Plans and Cards 540500 Medicare Part B Retail Pharmacy Training 269050 iPLEDGE REMS Program Training for Pharmacy Support Staff 300805 myStore Health Accepting Prescriptions 206045 Advanced Drop-off 204170 Foundations of Drop-off 204175 Advanced Drop-off 204180 Drop-off On-the-Job Training 200720 Prescriber Search Enhancements

206030 Introduction to Drive-thru 204111 Drive-thru On-the-Job Training

200596 Changing Lives with Patient Care: Part 1 200597 Changing Lives with Patient Care: Part 2 280006 ScriptSync 280003 ScriptSync On-the-Job Training 200598 Patient Care in Action 200599 Delivering Patient Care 240400 Med D: Prescription Plans 206080 Saving Patients Money: Prescription Savings Portal & Rx Savings Finder

204230 Waiting Bin Maintenance 202165 Advanced Inventory Management 202166 Inventory Management Scenarios 202167 Advanced Inventory Management On-the-Job Training

410002 Meal and Rest Period Training 410505 Digital Adoption Overview