Pharmacy Technician (Level I)

CVS Health

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

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Skills

New Hire or Pharmacy Technician Apprentice

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
Understand key responsibilities of CVS Caremark colleagues and provides appropriate guidance for colleagues looking for the right solutions to ethical questions or issues
Understand company policies, procedures and resources
Be compliant with laws regarding: Minor employee work restrictions
Be compliant with laws regarding: Americans with Disabilities Act
Be compliant with laws regarding: Sale of age restricted products and money orders/money grams
Be compliant with laws regarding: HIPAA (non-pharmacy employees)
Be compliant with laws regarding: Third Party billing (OIG)
Understand the value and benefits of the ExtraCare Program, including how to properly convey the benefits of the program to the customer
Process basic register transactions and how to provide good customer service at the checkout
Understand the procedures for processing customer refunds and the customer skills involved in successfully managing these more complex transactions
Information Security and Confidentiality Training: Define the different types of confidential information in your workplace
Information Security and Confidentiality Training: Understand why it is important to protect confidential information
Information Security and Confidentiality Training: Be familiar with the best practices on safeguarding confidential information
Information Security and Confidentiality Training: Be knowledgeable on additional security measures you can take to protect confidential information
Information Security and Confidentiality Training: Understand your responsibilities related to the privacy and security of confidential information
Preventing Money Laundering: Pharmacy Version: Define money laundering
Preventing Money Laundering: Pharmacy Version: Identify and know where to communicate suspicious activity, including fraud
Preventing Money Laundering: Pharmacy Version: Comply with company policy and limits surrounding prepaid products
Pseudoephedrine/Ephedrine (PSE/E) Training: Recognize the dangers of PSE/E
Pseudoephedrine/Ephedrine (PSE/E) Training: Comply with PSE/E legal requirements and CVS/pharmacy policies
Pseudoephedrine/Ephedrine (PSE/E) Training: Manage the receiving, merchandising and sale of PSE/E
Pseudoephedrine/Ephedrine (PSE/E) Training: Recognize and respond suspicious activity with PSE/E
Pseudoephedrine/Ephedrine (PSE/E) Training: Handle challenging PSE/E situations
Pseudoephedrine/Ephedrine (PSE/E) Training: Recognize the importance of the MethCheck Point of Sale (POS) system
Pseudoephedrine/Ephedrine (PSE/E) Training:
Pseudoephedrine/Ephedrine (PSE/E) Training:
Pseudoephedrine/Ephedrine (PSE/E) Training:
ExtraCare Pharmacy & Health Rewards: Recognize the purpose of the ExtraCare Pharmacy & Health Rewards program
ExtraCare Pharmacy & Health Rewards: Explain earnings and rewards for ExtraCare Pharmacy & Health Rewards program to patients
ExtraCare Pharmacy & Health Rewards: Enroll a customer into the ExtraCare Pharmacy & Health Rewards program
ExtraCare Pharmacy & Health Rewards: Explain the HIPAA Authorization to patients
ExtraCare Pharmacy & Health Rewards: Refer customer questions to www.CVS.com/rxrewards or to the program brochure

Pharmacy Basics

Introduction to Pharmacy: Describe how the CVS/pharmacy workflow helps to ensure exceptional customer service and patient safety
Introduction to Pharmacy: Explain the roles and responsibilities of each of the five workstations
Introduction to Pharmacy: Identify the tools that you will use to manage the workflow
Introduction to Pharmacy: Define how quality assurance is woven into each step in the prescription filling process
Introduction to Pharmacy: Describe the queues used to manage the workflow
Introduction to Pharmacy: Log on to the RxConnect System and obtain User Credentials
Introduction to Pharmacy: Navigate the RxConnect System
Introduction to Pharmacy: Use the information provided on the patient header and profile to process prescriptions
Introduction to Pharmacy: Complete the steps to reprint a prescription label
Corporate Integrity Agreement – Covered Person Training: Describe the Corporate Integrity Agreement (CIA)
Corporate Integrity Agreement – Identify the components of the CVS Caremark Compliance and Integrity Program
Corporate Integrity Agreement – Discuss how our Code of Conduct standards should be applied in your everyday interactions
Corporate Integrity Agreement – Explain the penalties and fines for non-compliance
Medicare Part D – Fraud Waste and Abuse (FWA): Know what the Medicare Part D prescription drug benefit is
Medicare Part D – Fraud Waste and Abuse (FWA): Describe the laws and regulations governing the benefit
Medicare Part D – Fraud Waste and Abuse (FWA): Understand the areas that are at risk for fraud, waste, and abuse
Medicare Part D – Fraud Waste and Abuse (FWA): Recognize your responsibility to report potential FWA
Medicare Part D – Fraud Waste and Abuse (FWA): List organization and contact information
Pharmacy Basics Workbook: Describe key information of medication stock bottle
Pharmacy Basics Workbook: Identify various types of medication dosage forms
Pharmacy Basics Workbook: Recognize the elements of prescription labels
Pharmacy Basics Workbook: Recognize medication schedules
Pharmacy Basics Workbook: Complete Action Notes correctly
Pharmacy Basics Workbook: Identify communication vehicles used in the pharmacy
Foundations of Pharmacy: Demonstrate a deeper understanding of the skills and knowledge taught in previous Pharmacy Basic courses
Foundations of Pharmacy: Demonstrate positive and effective communication skills
Foundations of Pharmacy: Demonstrate extraordinary customer service techniques
Foundations of Pharmacy: Identify and apply quality and safety procedures

Pick-up

Introduction to Pick-up: Identify the steps involved in the pick-up interaction
Introduction to Pick-up: Explain where prescriptions are stored and the steps to take when you cannot locate a prescription
Introduction to Pick-up: Describe the procedures used when customers pick-up refrigerated or reconstituted products
Introduction to Pick-up: Recognize and explain the importance of ensuring a positive interaction at Pick-up
Introduction to Pick-up: Complete the steps to check a prescription’s current status
Foundations of Pick-up: Demonstrate the steps in the Pick-up interaction and make the Offer to Counsel
Foundations of Pick-up: Determine which customer questions you can address and which you need to refer to a Pharmacist
Foundations of Pick-up: Address problems when dealing with difficult customers questions
Foundations of Pick-up: Locate over-the-counter (OTC) items
Foundations of Pick-up: Effectively assist customers who are waiting for prescriptions
Foundations of Pick-up: Identify the procedure for handling restricted products
Pick-up on-the-job learning: Perform the Pick-up procedures according to CVS standards
Pick-up on-the-job learning: Respond appropriately to customer requests
Pick-up on-the-job learning: Perform basic maintenance tasks at the Pick-up workstation
Pick-up on-the-job learning: Provide exceptional customer service to customers at the Pick-up workstation

Drive-Thru

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

Production

Introduction to Production: Identify the steps involved in Production
Introduction to Production: Explain how quality and safety are embedded into each step at Production
Introduction to Production: Process a prescription through Production
Introduction to Production: Process a prescription refill
Introduction to Production: Complete the steps to calculate drug price
Foundations of Production: Demonstrate a understanding of the Production workflow and why each step is important
Foundations of Production: Demonstrate counting best practices, including working with penicillin and sulfa products
Foundations of Production: Demonstrate proper labeling and prescription assembly tasks
Foundations of Production: Recognize reconstitutables and demonstrate an awareness of basic preparations
Foundations of Production: Complete electronic action notes to ensure proper and complete information is conveyed to customers
Foundations of Production: Provide exceptional service skills when assisting customers on the telephone
ScriptPro Overview for New Hires* : Differentiate between Specialist and General user job responsibilities (*The ScriptPro course is required of those team members from a Store with a ScriptPro machine)
ScriptPro Overview for New Hires* : Recognize the purpose and general uses of ScriptPro (*The ScriptPro course is required of those team members from a Store with a ScriptPro machine)
ScriptPro Overview for New Hires* : Demonstrate ability to locate and interpret data on ScriptPro software (*The ScriptPro course is required of those team members from a Store with a ScriptPro machine)
ScriptPro Overview for New Hires* : Verify automatically dispensed prescriptions using ScriptPro (*The ScriptPro course is required of those team members from a Store with a ScriptPro machine)
ScriptPro Overview for New Hires* : Perform manual robot operations (*The ScriptPro course is required of those team members from a Store with a ScriptPro machine)
ScriptPro Overview for New Hires* : Process exceptions from the Pending Work List (*The ScriptPro course is required of those team members from a Store with a ScriptPro machine)
ScriptPro Overview for New Hires* : Perform basic maintenance tasks with the ScriptPro robot (*The ScriptPro course is required of those team members from a Store with a ScriptPro machine)
Production on-the-job learning: Perform the production procedures according to CVS standards
Production on-the-job learning: Satisfy customer refill requests
Production on-the-job learning: Respond to customer questions or refer as appropriate
Production on-the-job learning: Perform basic maintenance tasks at the production workstation
Production on-the-job learning: Provide exceptional customer service to customers on the telephone while at the production workstation

Inventory Management

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

Drop-Off

Introduction to Drop-off: Accept a new prescription at Drop-off
Introduction to Drop-off: Accept a refill prescription at Drop-off
Introduction to Drop-off: Add a patient in the RxConnect system
Introduction to Drop-off: Edit a patient’s information in the RxConnect system
Introduction to Drop-off: Effectively manage prescription requests in the RxConnect system
Third Party Plans and Cards: Recognize Third Party Plans
Third Party Plans and Cards: Identify the basics of billing federal/state funded Third Party Plans
Third Party Plans and Cards: Recognize the components of Third Party Cards
Medicare Part B: Understand the basics of Medicare B
Medicare Part B: Know the expectations of CVS as a Medicare Provider
Medicare Part B: Understand the expectations of you, as an employee, in processing Medicare claims
Medicare Part B: Identify available references
Foundations of Drop-off: Explain the responsibilities of the Drop-off Workstation
Foundations of Drop-off: Demonstrate the steps in the Drop-off interaction
Foundations of Drop-off: Identify tasks in the Drop-off interaction that ensure quality and safety
Foundations of Drop-off: Know the components of a valid prescription
Foundations of Drop-off: Convert equivalent measurements for inhalers, ear and eye drops, insulin, and liquids
Foundations of Drop-off: Discuss the regulations that affect controlled substances
Foundations of Drop-off: Identify and process compound prescriptions
Foundations of Drop-off: Review the Customer Service Initiative (CSI) and how it benefits our patients
Foundations of Drop-off: Know the benefits of flavoring medications for our patients and how to promote
Foundations of Drop-off: Identify common types of Third Party rejections and the correct action to take to resolve the rejection
Foundations of Drop-off: Resolve Third Party rejections while communicating with customers
Foundations of Drop-off: Recognize unique Third Party Plans, such as Medicaid, Medicare Parts B and D, and know the requirements for processing claims through these plans
Foundations of Drop-off: Perform Drop-off Best Practices
Advanced Drop-off: Complete data entry for new prescriptions
Advanced Drop-off: Scan a prescription hardcopy
Advanced Drop-off: Process prescriptions with insufficient inventory
Advanced Drop-off: Edit a prescription
Advanced Drop-off: Delete, inactivate, and place prescriptions on hold
Advanced Drop-off: Maintain patient allergy information in the pharmacy computer system
Advanced Drop-off: Interpret prescriptions and quantity dispensed, including Dispense as Written (DAW) codes
Advanced Drop-off: Know what Coordination of Benefits is and how to apply it in the pharmacy
Drug Enforcement Administration and Pharmacy Regulatory Training: Policies and requirements regarding controlled substances
Drug Enforcement Administration and Pharmacy Regulatory Training: The importance of verifying that each prescription is valid
Drug Enforcement Administration and Pharmacy Regulatory Training: Ways to identify forged and altered prescriptions
Drug Enforcement Administration and Pharmacy Regulatory Training: Dispensing guidelines for narcotic drugs
Drug Enforcement Administration and Pharmacy Regulatory Training: Recordkeeping requirements for controlled substances
Drug Enforcement Administration and Pharmacy Regulatory Training: Diversion and diversion trends
Drug Enforcement Administration and Pharmacy Regulatory Training: How to report thefts and losses of controlled substances
Drop-off on-the-job learning: Perform the Drop-off procedures according to CVS standards
Drop-off on-the-job learning: Respond appropriately to customer requests
Drop-off on-the-job learning: Perform basic maintenance tasks at the Drop-off workstation
Drop-off on-the-job learning: Provide exceptional customer service to customers at the Drop-off workstation

Inventory Management Advanced:

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

Advanced Patient Care Preparation:

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

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