Pharmacist Assistant_Pharmacy Service Associate (PSA) (Level 1)

CVS/pharmacy

National (OA)

Documents

Individual state requirements may vary. Please contact your local apprenticeship office to ensure this version is suitable to your state’s requirements.

Work Process Schedule

Work Process Content

On the Job Training

Anonymous

Skills

Pharmacy Orientation

Identify the location of the following types of medications: Birth controls
Identify the location of the following types of medications: Topicals
Identify the location of the following types of medications: Liquids
Identify the location of the following types of medications: Insulin
Identify the location of the following types of medications: Narcotics
Identify the location of the following types of medications: Ophthalmics/Optics
Identify the location of the following types of medications: Syringes
Identify the following area of pharmacy: Drop-off
Identify the following area of pharmacy: Data Entry
Identify the following area of pharmacy: Rx Preparation
Identify the following area of pharmacy: Consultation
Identify the following area of pharmacy: Pick-up
Access the ‘Daily Procedures’ and ‘Communication Systems’ sections of the Pharmacy Operations manual on RxNET
Demonstrate the use of the telephone V-Net system
Identify the different Support Staff roles and their responsibilities
Consistently demonstrate CVS’ standards of quality, accuracy, timeliness, and customer service for specific PSA responsibilities

Pharmacy Register

Given a selection of 10 prescription labels, identify the following components: Medication Label
Given a selection of 10 prescription labels, identify the following components: Auxiliary Stickers
Given a selection of 10 prescription labels, identify the following components: CII Inventory Sticker
Given a selection of 10 prescription labels, identify the following components: Third Party/Prescription Pick-Up Log Sticker
Given a selection of 10 prescription labels, identify the following components: Blank Stickers
Given a selection of 10 prescription labels, identify the following components: Customer Receipt
Given a selection of 10 prescription labels, identify the following components: CareCheck Plus Offering
Given a selection of 10 prescription labels, identify the following components: Drug Monograph
Given a selection of 10 prescription labels, identify the following components: Promised Date and Time
Given a selection of 10 prescription labels, correctly identify the following: Cash receipt
Given a selection of 10 prescription labels, correctly identify the following: Senior Citizen receipt
Given a selection of 10 prescription labels, correctly identify the following: Third Party receipt
Demonstrate the proper use of the Prescription Pick-Up Log, includes applying sticker to log, Offer to Counsel, customer signature, and staff member signature
Demonstrate the 9 steps in the customer pick-up procedures
Using actual customer prescription labels, process a Cash, Senior Citizen, and Third Party receipt through the pharmacy register (5 times each receipt).

Customer Service I

Demonstrate 5 examples of positive non-verbal communication skills
When presented with a customer complaint, correctly demonstrate the following four stages of listening: Hearing/listening to the problem
When presented with a customer complaint, correctly demonstrate the following four stages of listening: Pay attention to the key points of the message
When presented with a customer complaint, correctly demonstrate the following four stages of listening: Decide how you will react/provide a solution for more information
When presented with a customer complaint, correctly demonstrate the following four stages of listening: Assign meaning
Demonstrate the procedure for locating a product for a customer that is not on our shelves.
Demonstrate communicating with a patient at the register without breaching patient confidentiality
Demonstrate the proper steps required to locate a prescription
Help a customer locate a product within the store
Consistently involve the Pharmacist as needed to resolve customer service issues

Basic Pharmacy Maintenance

Match the National Drug Code (NDC) number on the item to the NDC number on the shelf tag when restocking
Demonstrate rotating items on the shelf when restocking products
Demonstrate pulling Return-to-Stock using the Waiting Bin Report
Perform daily CVS housekeeping duties including: Cleaning counters, counting trays, and spatulas
Perform daily CVS housekeeping duties including: Empty trash
Perform daily CVS housekeeping duties including: Restocking vials, caps, and bottles
Perform daily CVS housekeeping duties including: Cleaning waiting area
Identify the proper procedure for purchasing store supplies
File all hard copy prescriptions and create new book

<html>Introduction to Rx2000<sup>TM</sup></html>

Identify the 10 hardware components of the Rx2000TM system
Given a selection of 5 customer names and prescription numbers (located in Rx2000TM): Access a customer profile using the function keys
Given a selection of 5 customer names and prescription numbers (located in Rx2000TM): Obtain price information using the function keys
Given a selection of 5 customer names and prescription numbers (located in Rx2000TM): Reprint a label using the function keys
Given a selection of 5 customer names and prescription numbers (located in Rx2000TM): Print a customer history report using the function keys
Demonstrate the correct procedure for: Performing a customer store search
Demonstrate the correct procedure for: Performing a customer central search
Demonstrate the correct procedure for: Reviewing a customer profile
Demonstrate the correct procedures for release of customer information

<html>Rx2000<sup>TM</sup> Basics</html>

Demonstrate the process of updating a record of an existing customer
Demonstrate processing a refill prescription
Demonstrate performing a customer store search
Demonstrate performing a customer central search
Demonstrate accessing the various queue views
Demonstrate accessing/reading a customer profile
Demonstrate reprinting a label
Demonstrate checking the fill status of a prescription and explain the status

Prescription Production

Demonstrate the procedure for accurately assembling a prescription
Demonstrate the procedure for accurately counting and labeling prescriptions for final verification by the Pharmacist
Perform all ‘pre-quality’ matching steps before a prescription is checked by the Pharmacist
Identify the components of the CareCheck Plus Program
Accept a telephone prescription refill form a customer

Drive-Thru (if applicable)

Demonstrate the proper procedures when accepting a prescription order at the Drive-Thru window
Perform beginning and end of day activities (for non-24 hour stores)
Demonstrate proper pick-up procedures at the Drive-Thru window
Demonstrate proper security procedures at the Drive-Thru window

Related Instruction Outline

Pharmacist Assistant_Pharmacy Service Associate (PSA) (Level 1)

Work Process Content

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