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CVS Pharmacy Technician Exam Q&A CA$15.79   Add to cart

Exam (elaborations)

CVS Pharmacy Technician Exam Q&A

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CVS Pharmacy Technician Exam Q&A

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  • May 22, 2023
  • 9
  • 2022/2023
  • Exam (elaborations)
  • Questions & answers
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CVS Pharmacy Technician Exam Q&A
WeCARE Workflow Correct Ans - Our service model designed to
support many changes in the marketplace, customer expectations, and the
changes in our industry. This model is built upon the foundation of our
previous workflow model, PSI (Pharmacy Service Initiative). ___________ allows
our teams to work more efficiently so they can care more for our customers
through carefully designed processes and systems. ____________ enhances our
ability to serve our customers by building on the foundational PSI principles.

WeCARE Workflow 8 Service Standards Correct Ans - Work efficiently
so you can care more.
1. Leverage mySchedule and follow 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
5. Promptly acknowledge customers
6. Provide undivided attention to a customer
7. Immediately follow up on issues and use Electronic Action Notes
8. Help at Pick-up if there are 3 or more customers in line

Drop-off Workstation Correct Ans - a. Can be staffed with a
Pharmacist, Intern, or Pharmacy Technician
b. The team member working at Drop-off works out of a single queue, "QT" or
triage queue
c. Completes data entry through Third Party adjudication while the customer
is present
d. Completes data entry of all E-scripts, MD Calls, faxes and voicemail as
directed by the triage queue
e. Responsible for resolving all Third Party or insurance problems
f. Asks the customer for a preferred contact number
g. Call out all "waiters" to inform production

Drop-off Customer Service Priorities Correct Ans - 1. Promptly
acknowledge, then serve the customer
a. Use a friendly greeting and offer assistance
b. Call for back-up when there are more than 3 customers in line
2. Focus on the customer

, a. When presented with 3 or fewer prescriptions, complete data entry through
adjudication
b. Thank the customer using their name
3. Process the next item (N) in the triage queue

Drop-off Workstation Quality Assurance Responsibilities Correct Ans -
Ask for or verify the following patient information
a. Correct spelling of full name
b. Date of birth
c. Home address
d. Medication allergies since their last visit
e. Prescription insurance information since last visit
f. Other pertinent medical information
g. Safety Cap Preference
h. Ask for the preferred contact phone number

Production Workstation Correct Ans - a. Can be staffed with a
Pharmacist, Intern, or Pharmacy Technician
b. The team member working at Production works out of a single queue, "QP"
or production queue, and may leave this screen to assist patients who have
called on the phone
c. Print and will waiters first
d. Answer the phone and direct the call to the appropriate person
e. Verify a prescription has refills and is in-stock, while the customer is on the
phone
f. Keep labels printed to a maximum of 3 families at a time
g. Contact customer immediately for out-of-stock or partial fills and complete
an action note
h. Use only 3 basket colors: YELLOW (waiting customers), BLUE (acute), and
BLACK (all others)
i. Deliver baskets to the "red zone" in tower format with labels upright
j. Anyone who is not directly working with a customer must help at Pick-up, if
there are 3 or more in line

Production Customer Service Priorities Correct Ans - 1. Be aware of
customers and provide support where needed
a. When serving customers on the phone, introduce yourself, offer assistance,
and triage calls when appropriate

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