Apprentices progress at their own pace – they demonstrate
competency in skills and knowledge through assessment tests,
but are not required to complete a specific number of hours.
competency in skills and knowledge through assessment tests,
but are not required to complete a specific number of hours.
Pharmacy Technician, Retail Store
Anonymous
Colorado (OA)
Work Process Content
On the Job Training
Anonymous
249
Skills
Compliance & New Hire/Clerk Rx Training
35
Compliance & New Hire/Clerk Rx Training
35
- 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 Health colleagues and provides appropriate guidance for colleagues looking for the right solutions to ethical questions or issues
- After completing this course, you will be able to follow guidelines when using social media as a colleague of CVS Health
- Understand company policies, procedures and resources
- Comply with the CVS Health Attendance Policy
- 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
- 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
- Understand the value and benefits of the ExtraCare Program, including how to properly convey the benefits of the program to the customer
- Recognize how a compliance program operates
- Recognize how compliance program violations should be reported
- 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
- 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
- Define money laundering
- Identify and know where to communicate suspicious activity, including fraud
- Comply with company policy and limits surrounding prepaid products
- 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
Diversity
9
Diversity
9
- 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
- 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
Pharmacy Basics
66
Pharmacy Basics
66
- 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
- Describe the Corporate Integrity Agreement
- Identify the components of the CVS Health Compliance and Integrity Program
- Explain the penalties and fines for non-compliance
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- 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
- Introduction to Pharmacy:
- Describe how the CVS/pharmacy workflow helps to ensure exceptional customer service and patient safety
Pick-Up
21
Pick-Up
21
- 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
- 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
- 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
Drive-Thru
7
Drive-Thru
7
- 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
- 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
Production
15
Production
15
- 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
- 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
- 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
Drop-Off
40
Drop-Off
40
- 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
- Recognize Third Party Plans
- Identify the basics of billing federal/state funded Third Party Plans
- Recognize the components of Third Party Cards
- 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
- 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
- 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
- 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
- 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
Patient Care
28
Patient Care
28
- 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
- Deliver Patient Care using the screens in RXConnect and at Pick-Up
- Describe your role in supporting patients through Patient Care
- Define ScriptSync
- Describe the benefits of ScriptSync to both Patients and Pharmacy Teams
- Explain the enrollment process
- Summarize ScriptSync responsibilities
- 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
- 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
- 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
- Define Medicare Part D
- Explain the basic plan design to a customer
- Recognize when customers can enroll in a Medicare Part D plan
- 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
Advanced Inventory Management
21
Advanced Inventory Management
21
- Complete a daily Return to Stock
- Complete a monthly Waiting bin Physical Inventory
- 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
- 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
- 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
Additional Training
7
Additional Training
7
- Adhere to meal break requirements
- Describe how meal waivers work and who is eligible for them
- Submit or revoke a meal waiver option
- 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
Related Instruction Content
Training Provider(s):
Front Range Community College
390
RI hours
Pharmacy Law
30
Pharmacy Law
30
Pharmacology I
45
Pharmacology I
45
Institutional Pharmacy Lab
68
Institutional Pharmacy Lab
68
Pharmacology Il
45
Pharmacology Il
45
Community Pharmacy Lab
68
Community Pharmacy Lab
68
Pharmaceutical Calculations & Compounding Techniques/Lab
75
Pharmaceutical Calculations & Compounding Techniques/Lab
75
Test Prep/Portfolio Development
60
Test Prep/Portfolio Development
60