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. 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. Define workplace violence
7. Recognize behaviors of concern
8. Identify the five steps to respond to violent events
9. Utilize store culture as a tool to reduce workplace violence
10. List available options to report violent incidents or report a behavior
11. Minor employee work restrictions
12. Americans with Disabilities Act
13. Sale of age restricted products and money orders/money grams
14. HIPAA (non-pharmacy employees)
15. Third Party billing
16. Understand the value and benefits of the ExtraCare Program, including how to properly convey the benefits of the program to the customer
17. Recognize how a compliance program operates
18. Recognize how compliance program violations should be reported
19. Process basic register transactions and how to provide good customer service at the checkout
20. Understand the procedures for processing customer refunds and the customer skills involved in successfully managing these more complex transactions
21. Define the different types of confidential information in your workplace
22. Understand why it is important to protect confidential information
23. Be familiar with the best practices on safeguarding confidential information
24. Be knowledgeable on additional security measures you can take to protect confidential information
25. Understand your responsibilities related to the privacy and security of confidential information
26. Define money laundering
27. Identify and know where to communicate suspicious activity, including fraud
28. Comply with company policy and limits surrounding prepaid products
29. Policies and requirements regarding controlled substances
30. The importance of verifying that each prescription is valid
31. Ways to identify forged and altered prescriptions
32. Dispensing guidelines for narcotic drugs
33. Recordkeeping requirements for controlled substances
34. Diversion and diversion trends
35. How to report thefts and losses of controlled substances

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

1. Describe how the CVS/pharmacy workflow helps to ensure exceptional customer service and patient safety
2. Explain the roles and responsibilities of each of the five workstations
3. Identify the tools that you will use to manage the workflow
4. Define how quality assurance is woven into each step in the prescription filling process
5. Describe the queues used to manage the workflow
6. Log on to the RxConnect System and obtain User Credentials
7. Navigate the RxConnect System
8. Use the information provided on the patient header and profile to process prescriptions
9. Complete the steps to reprint a prescription label
10. Describe the Corporate Integrity Agreement
11. Identify the components of the CVS Health Compliance and Integrity Program
12. Explain the penalties and fines for non-compliance
13. Recognize the dangers of PSE/E
14. Comply with PSE/E legal requirements and CVS Pharmacy policies
15. Manage the receiving, merchandising and sale of PSE/E
16. Recognize and respond suspicious activity with PSE/E
17. Handle challenging PSE/E situations
18. Recognize the importance of the MethCheck POS system
19. Describe key information of medication stock bottle
20. Identify various types of medication dosage forms
21. Recognize the elements of prescription labels
22. Recognize medication schedules
23. Complete Action Notes correctly
24. Identify communication vehicles used in the pharmacy
25. Demonstrate a deeper understanding of the skills and knowledge
26. Demonstrate positive and effective communication skills
27. Demonstrate extraordinary customer service techniques
28. Identify and apply quality and safety procedures
29. Define inventory management, Customer Focused Replenishment for Pharmacy Inventory (CFRx), and explain the benefits
30. Identify elements affecting inventory management and accuracy
31. Define and describe the relationship between Target Inventory Level, Balance on Hand, and Balance on Order
32. Explain the difference between system-generated and store-initiated Cycle counts
33. Explain the relationship to 11-digit NDC
34. Explain the importance of shelf labels
35. Identify and use CFRx features and functionally
36. Describe ordering process
37. Complete Order review
38. Complete Delivery Check-in
39. Complete Cycle Counts
40. Differentiate between Preferred and Non-Preferred NDC’s
41. Use CFRx to manage and complete inventory activities
42. Complete Order review
43. Submit an Outside Vendor - Voluntary order
44. Complete Delivery Check-in
45. Receive a Drop Shipment
46. Receive and Check-in Specialty Packages
47. Perform Cycle Counts
48. Select a Non-Ordered indicator in RxConnect, as needed
49. Complete Role Plays: Managing Customer Expectations
50. Differentiate between Sterile Compounds and non-Sterile Compounds
51. Identify which compounds can be prepared at CVS Pharmacy locations
52. Effectively gather, combine, and log appropriate components of Non-Sterile Compounds
53. Identify waste pharmaceutical items that require special handling
54. Comply with CVS Pharmacy Hazardous Waste Management Program requirements
55. Manage StrongPak containers
56. Process Pharmacy waste items on a weekly basis
57. Comply with hazardous waste documentation requirements
58. Process quarterly StrongPak pickups
59. Follow basic spill and emergency response procedures
60. Recognize the purpose of the ExtraCare Pharmacy & Health Rewards program
61. Explain earnings and rewards for ExtraCare Pharmacy & Health Rewards
62. program to patients
63. Enroll a customer into the ExtraCare Pharmacy & Health Rewards program
64. Explain the HIPAA Authorization to patients
65. Refer customer questions to www.CVS.com/rxrewards or to the
66. program brochure
67. Introduction to Pharmacy:
68. Describe how the CVS/pharmacy workflow helps to ensure exceptional customer service and patient safety

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

1. Assist a customer who is picking up a prescription order at Drive-thru
2. Accept new prescription at Drive-thru
3. Accept refill prescription at Drive-thru
4. Perform the Drive-thru procedures according to CVS standards
5. Operate the Drive-thru window
6. Understand the standards for managing Drive-thru traffic
7. Provide exceptional customer service to customers at the Drive-thru workstation

1. Identify the steps involved in Production
2. Explain how quality and safety are embedded into each step at Production
3. Process a prescription through Production
4. Process a prescription refill
5. Complete the steps to calculate drug price
6. Perform the production procedures according to CVS standards
7. Satisfy customer refill requests
8. Respond to customer questions or refer as appropriate
9. Perform basic maintenance tasks at the production workstation
10. Provide exceptional customer service to customers on the telephone while at the production workstation
11. Recognize the role of automation in pharmacy and perform basic operator tasks
12. Navigate the ScriptPro application
13. Perform advanced automation procedures
14. Properly maintain the ScriptPro
15. Adhere to CVS/pharmacy automation processes for patient safety

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

1. Identify the importance of Patient Care
2. Explain how Patient Care helps you change lives, one patient at a time
3. Describe the Patient Care Conversation Framework
4. Deliver Patient Care using the screens in RXConnect and at Pick-Up
5. Describe your role in supporting patients through Patient Care
6. Define ScriptSync
7. Describe the benefits of ScriptSync to both Patients and Pharmacy Teams
8. Explain the enrollment process
9. Summarize ScriptSync responsibilities
10. Describe the ways a patient can enroll in ScriptSync
11. Enroll patients in ScriptSync using RXConnect
12. Identify the components of a successful ScriptSync offer
13. Calculate Alignment Fills
14. Maintain ScriptSync using RXConnect, POS, or online by Patient
15. Describe how Patient Care can change lives
16. Discuss how Patient Care helps to solve medication adherence challenges
17. Identify best practices
18. Understand available tools to track progress
19. Identify potential challenges during Patient Care conversations
20. Effectively influence patients using the conversation framework
21. Perform Patient Care activities according to CVS Health Best Practices
22. Provide Genuine Care to Patients on the phone or during in-person interactions through Patient Care
23. Understand tools available to save patients money and increase medication adherence
24. Utilize Prescription Savings Portal that shows which patients are eligible for cost savings with Therapeutic Alternatives, Manufacturer Coupons, or Discount Cards
25. Utilize Rx Savings Finder that supports the team in addressing cost concerns by providing the various savings options in a single location

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

1. Adhere to meal break requirements
2. Describe how meal waivers work and who is eligible for them
3. Submit or revoke a meal waiver option
4. Increase store awareness of the various Front Store and Pharmacy digital initiatives
5. 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
6. Help colleagues understand the benefits of the digital tools to their workflow and to customer experience
7. Provide the necessary information to help colleagues facilitate the usage of the digital tools and answer any customer questions that arise

1. Identify pharmacy laws and regulating bodies
2. Understand vocabulary used in the medical and pharmaceutical fields
3. Accurately and completely process prescriptions
4. Understand therapeutic information for top 200 medications
5. Identify drug classifications
6. Identify common drug interactions
7. Understand inventory management
8. Identify information required for medication orders
9. Identify and describe the different routes of administration
10. Understand proper compounding procedures according to USP
11. Understand procedures involved in Investigational Drug Studies
12. Identify and describe commonly used pharmaceutical references
13. Understand basic mathematical skills
14. Understand relationships between different measurement systems
15. Complete pharmacy calculations including dosage calculations, flow rates, percent solutions, dilution, alligations, and children’s dosing

1. Understand four leadership styles
2. Understand characteristics of effective team
3. Understand phases of team development
4. Be able to motivate team members

1. Define discord, disagreement, and conflict
2. Identify primary types of workplace discord
3. Understand conditions leading to unhealthy discord
4. Understand customer complaints and impact on the business
5. Be able to resolve discord among employees

1. Define delegation
2. Articulate benefits of delegation
3. Identify and overcome obstacles to delegation
4. Understand characteristics of good delegation
5. Apply four-step delegation model

1. Perform various types of returns, refunds or exchanges
2. Provide appropriate form of payment back to customer
3. Exercise management discretion on refunds
4. Reduce company’s liability to fraudulent refunds
5. Provide guidance to team on handling questionable returns while balancing customer service with loss prevention

1. Recognize and accurately process manager voids
2. Provide quick and courteous customer service

1. Understand the importance of maintaining Technician to Pharmacist ratios in the pharmacy
2. Know the potential violations when pharmacies are not in compliance with ratio regulations, where applicable
3. Understand how ratio requirements impact on-the-job training
4. Comprehend your role in meeting ratio laws
5. Identify the state-specific ratio requirements in your pharmacy

1. Understand the process for leveraging the Pharmacy Technician Proficiency Evaluation to develop your Pharmacy Technicians
2. Access the Pharmacy Technician Evaluation page
3. Evaluate your Pharmacy Technician’s proficiency
4. Schedule following evaluations to develop colleagues

1. Recognize the role of automation in the pharmacy
2. Perform advanced automation procedures
3. Properly maintain the ScriptPro
4. Adhere to CVS/pharmacy automation process for patient safety

1. Understand the company expectations related to Security Access Badges
2. Understand CVS Health building access policies
3. State those circumstances that building security should be notified
4. Define the process for visitors/Vendors to gain building access

1. Explain what Diversity Management is at CVS and what the importance of diversity is
2. Create an inclusive environment in the store where differences and similarities are valued
3. Leverage differences and similarities among colleagues to improve service and drive store growth

Lead I Compliance Training

Lead I Compliance Training

Lead I Compliance Training

Lead I Compliance Training

Lead I Compliance Training

Lead I Compliance Training

Lead I Compliance Training

Lead I Compliance Training

Lead I Compliance Training

Lead I Compliance Training

Lead I Compliance Training

Lead I Compliance Training

Lead I New Hire Training

Lead I New Hire Training

Lead I New Hire Training

Lead I New Hire Training

Diversity Training

Diversity Training

Pharmacy, Pick-up & Production Basics

Pharmacy, Pick-up & Production Basics

Pharmacy, Pick-up & Production Basics

Pharmacy, Pick-up & Production Basics

Pharmacy, Pick-up & Production Basics

Pharmacy, Pick-up & Production Basics

Pharmacy, Pick-up & Production Basics

Pharmacy, Pick-up & Production Basics

Pick-up & Production

Pick-up & Production

Pick-up & Production

Pick-up & Production

Pick-up & Production

Pick-up & Production

Pick-up & Production

Pick-up & Production

Drop-off

Drop-off

Drop-off

Drop-off

Drop-off

Drop-off

Drop-off

Drop-off

Drop-off

Drop-off

Drive Thru

Drive Thru

Patient Care

Patient Care

Patient Care

Patient Care

Patient Care

Patient Care

Patient Care

Patient Care

Advanced Inventory Management

Advanced Inventory Management

Advanced Inventory Management

Advanced Inventory Management

Additional Training

Additional Training

Lead Technician