Michigan BOP Exam – Pharmacy Technician Study Guide Questions With Correct Answers
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Course
Pharmacy technician
Institution
Pharmacy Technician
Michigan BOP Exam – Pharmacy Technician
Study Guide Questions With Correct
Answers
What are the 4 service standards for working efficiently that are apart of the WeCare workflow?
- answer1. Leverage mySchedule and follow the the workstation assignment board
2. Follow the priority cards at ea...
Michigan BOP Exam – Pharmacy Technician
Study Guide Questions With Correct
Answers
What are the 4 service standards for working efficiently that are apart of the WeCare workflow?
- answer✔✔1. Leverage mySchedule and follow the the workstation assignment board
2. Follow the priority cards at each workstation
3. Work the action queues top down
4. Use the process and systems
What are the 4 service standards for caring more that are apart of the WeCare workflow? -
answer✔✔1. Promptly acknowledge customers
2. Provide undivided attention to a customer
3. Immediately follow up on issues and use electronic action notes
4. Help at pick up if there are 3 or more customers in line
Who can staff the drop off workstation? - answer✔✔Pharmacist, intern, or technician
What queue does the team member at drop off work out of? - answer✔✔QT or triage queue
What data entry needs to be entered while the customer is present at drop off? - answer✔✔Third
Party adjudication
What data entry needs to be done as directed by the triage queue at drop off? - answer✔✔E-
scripts, MD calls, faxes, and voicemails
What is the team member at drop off responsible for? - answer✔✔Third party/insurance
problems
What does the team member at drop off always ask the customer? - answer✔✔A preferred
contact number
What does the team member at drop off call out to inform production? - answer✔✔Waiters
What are the drop off customer service priorities? - answer✔✔1. Promptly acknowledge, then
serve the customer
EXAM STUDY MATERIALS July 26, 2024 9:30 AM
,2. Focus on the customer
3. Process the next item (N) in the triage queue
What are the priorities for promptly acknowledging the customer? (1st priority at drop off) -
answer✔✔1. Use a friendly greeting and offer assistance
2. Call for back up when there are more than 3 customers in line
What are the priorities for focusing on the customer? (2nd priority at drop off) - answer✔✔1.
Complete data entry through adjudication when there are 3 or fewer prescriptions
2. Thank the customer using their name
What patient information does the team member at drop off need to ask for or verify? -
answer✔✔1. Correct spelling or full name
2. DOB
3. Home address
4. Medication allergies ( document that you asked the customer. If there are no allergies the write
"NKA" on the prescription)
5. Prescription insurance info since last visit (document any new insurance on the script)
6. Other medical info (other OTC or prescription medications the patient may be taking)
7. Safety cap preference (responsibility of the patient to request non-safety. Do not assume all
senior citizens want non-safety)
8. Preferred contact phone number if an issue arises
Who can be staffed in the production workstation? - answer✔✔Pharmacist, intern, or technician
What queue does the team member at production work out of? - answer✔✔QP or production
queue and may leave this screen to assist patients who have called on the phone
What does the team member at production do with scripts in the QP? - answer✔✔Print scripts
and fill waiters first
What does the team member at production do with phone calls? - answer✔✔Answer the phone
and direct the call to the appropriate person
What does the team member at production do while the customer is on the phone for a refill? -
answer✔✔Verify the script has refills and is in stock
What is the maximum labels should be printed? - answer✔✔A maximum of 3 families at a time
What should the team member at production do if a medication is out-of-stock or is a partial fill?
- answer✔✔Contact customer immediately and complete an action note
EXAM STUDY MATERIALS July 26, 2024 9:30 AM
, How many basket colors are there and what are they used for? - answer✔✔1. Yellow - waiting
customers
2. Blue - acute
3. Black - all others
Where should the baskets in production be delivered to and how are the labels supposed to be
faced? - answer✔✔Deliver to "red zone" and face labels upright
What should a team member do if they are not working with a customer? - answer✔✔Help at
pick up if there are 3 or more in line
What are the 2 production customer service priorities? - answer✔✔1. Be aware of customers
AND provide support where needed
2. Print up to 3 families at a time
What is the production priority for being aware of the customers when on the phone? (1st
priority of QP) - answer✔✔When on the phone, introduce yourself, offer assistance and triage
calls when appropriate
What is the production priority for supporting where needed? (Also 1st priority of QP) -
answer✔✔Serve customers at pick up and drive thru based on your workstation assignment
board responsibilities
What are the production priorities for printing 3 families of scripts at a time? - answer✔✔1. Use
the "print next batch (P)" function and then "enter"
2. Perform prescription and non-prescription function (ex: PCQ calls, when directed in QP)
What are the production workstation quality assurance responsibilities? - answer✔✔1. Acquire
the prescription label refreshing the QP as often as possible
2. Obtain the medication
3. Perform an accuracy scan
4. Count, pour, or dispense the medication
5. Select an appropriate container and cap
6. Affix labels and stickers to the container
7. Prepare the order for final verification
What are the responsibilities for acquiring the prescription? (1st main responsibility in QP) -
answer✔✔1. Print and fill "waiter" and "acute" scripts first (TOP PRIORITY)
2. Print a maximum of three families at one time
EXAM STUDY MATERIALS July 26, 2024 9:30 AM
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