1. Understand the culture - how we do things and what's important to us - as well Service standards - what excellent service looks like and how to deliver it
2. Understand key responsibilities of colleagues and provides appropriate guidance for colleagues looking for the right solutions to ethical questions or issues
3. Understand company policies, procedures and resources
4. 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 (OIG)
5. Process basic register transactions and how to provide good customer service at the checkout
6. Understand the procedures for processing customer refunds and the customer skills involved in successfully managing these more complex transactions
7. 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
8. 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
9. Pseudoephedrine/Ephedrine (PSE/E) Training: Recognize the dangers of PSE/E, Comply with PSE/E legal requirements and 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 Point of Sale (POS) system
10. Pharmacy & Health Rewards: Recognize the purpose of the Pharmacy & Health Rewards program, Explain earnings and rewards for Pharmacy & Health Rewards program to patients, Enroll a customer into the Pharmacy & Health Rewards program, Explain the HIPAA Authorization to patients

1. Introduction to Pharmacy: Describe how the pharmacy workflow helps to ensure exceptional customer service and patient safety, Explain the roles and responsibilities of each of the 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. Medicare Part D – Fraud Waste and Abuse (FWA): Know what the Medicare Part D prescription drug benefit is, Describe the laws and regulations governing the benefit, Understand the areas that are at risk for fraud, waste, and abuse, Recognize your responsibility to report potential FWA, List organization and contact information
3. 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
4. Foundations of Pharmacy: Demonstrate a deeper understanding of the skills and knowledge taught in previous Pharmacy Basic courses, Demonstrate positive and effective communication skills, Demonstrate extraordinary customer service techniques, Identify and apply quality and safety procedures

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: 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 customers questions, Locate over-the-counter (OTC) items, Effectively assist customers who are waiting for prescriptions, Identify the procedure for handling restricted products
3. Pick-up on-the-job learning: Perform the Pick-up procedures according to 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 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. Foundations of Production: Demonstrate a understanding of the Production workflow and why each step is important, 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. ScriptPro Overview for New Hires: Differentiate between Specialist and General user job responsibilities, Recognize the purpose and general uses of ScriptPro, Demonstrate ability to locate and interpret data on ScriptPro software, Verify automatically dispensed prescriptions using ScriptPro, Perform manual robot operations, Process exceptions from the Pending Work List, Perform basic maintenance tasks with the ScriptPro robot
4. Production on-the-job learning: Perform the production procedures according to 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

1. Introduction to Inventory Management: Identify inventory management processes at pharmacy, Identify the tools and resources available to support pharmacy staff in completing inventory management tasks, Explain how inventory management practices contribute to order accuracy and patient satisfaction, Describe how daily Cycle Counting contributes to improved accuracy of Balance on Hand (BOH), Identify methods of preparing the pharmacy for Out of Stock scans, Identify tasks that are included as part of label maintenance, Describe the process of reviewing a Warehouse order, Describe the process of reviewing and completing an Outside Vender order
2. Foundations of Inventory Management: Explain key inventory management terms and processes as described in the Introduction to Inventory Management web-based course, Differentiate between System Generated and Store Initiated Cycle Counts, Recognize when there is a need for a Store Initiated Cycle Count, Describe the processes involved in preparing the pharmacy for an Out of Stock Scan, Analyze order reports for both Warehouse and Outside Vendor (OV) orders, Identify reasons to modify Balance on Order (BOO) for both Warehouse and OV orders, Describe the process of checking in both Warehouse and OV deliveries
3. Inventory Management on-the-job learning and Outside Vendor Orders: Practice: Complete a Cycle Count, Complete an Out of Stock Scan, Review the AIMRx Order Detail report, Complete an Outside Vendor order, Receive a Warehouse deliver, Receive an Outside Vendor delivery, Receive a Drop Shipment, Process the new items report, Process the discontinued items report

1. Introduction to Drop-off: Accept a new prescription at Drop-off, Accept a refill prescription at Drop-off, Add a patient in the system, Edit a patient’s information in the system, Effectively manage prescription requests in the 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 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. Advanced Drop-off: Maintain patient allergy information in the pharmacy computer system, Interpret prescriptions and quantity dispensed, including Dispense as Written (DAW) codes, Know what Coordination of Benefits is and how to apply it in the pharmacy
7. Drug Enforcement Administration 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
8. Drop-off on-the-job learning: Perform the Drop-off procedures according to 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

1. Waiting Bin Maintenance: Complete daily Return to Stock (RTS), Complete monthly Waiting Bin Physical Inventory
2. Advanced Inventory Management: Perform Overstock Returns, Perform Capital returns (outdates, damages and recalls), Perform Inter-store Medication Transfer
3. ScriptPro Procedures for Specialists: Recognize the importance of the Specialist responsibilities, Identify location of ScriptPro door keys and restrict access to Specialists only, Maintain accurate level of operator credentials for all pharmacy staff in ScriptPro, Identify replenishment and Return to Stock (RTS) procedures that only a Specialists is authorized to perform, Maintain cells and various hardware components within ScriptPro cabinet
4. Advanced Inventory Management on-the-job learning: Process non-saleable returns monthly, Use the No Sales Movement Report to identify and process Warehouse returns, Access the Inventory Tracking Report, Complete all RTS procedures, Complete the Waiting Bin Physical Inventory

1. Opening an Effective Patient Care Conversation: Consider the patients point of view when initiating a conversation, Proactively answer some of a patient’s asked questions, Effectively open a conversation

This instruction shall include, but not be limited to: The following related training outline identifies subject matter that must be mastered by the apprentice in order to successfully complete the program.