Power/Tabs
Which tab is the "Drug Search" tab?
4
True or false: We can change the quantity of a patient's medication from 30 to 90.
False—we can only update the quantity to be less than the original quantity prescribed.
(2.1.7)
What does CPM stand for?
Consent and Preference Management/Manager
Where should you transfer a caller who would like to schedule an immunization? Should it be a warm or cold transfer?
Vaccine Scheduler Transfer – cold transfer
If an Rx says "Not refillable – Prescription Closed" and it's expired or there are no refills, what should you advise the caller?
To contact their doctor for a new Rx.
(2.1.6)
Which tab is considered the "shopping cart," where we click "Refill All" at the end of a refill call?
Tab 3 (Rx# Search)
A caller whose store is an MFC-enabled pharmacy would like to pick up their refilled medication today. Their medication is labeled as MFO. What should you do?
Submit the refill for “today,” then cold transfer to the dispensing
pharmacy to confirm availability of the medication.
(2.1.1 C)
If a caller says they received an automated call from Walgreens and wants to know what it was about, where in the CPM tool can we look?
A: Notification History
A pharmacist from a competitor is requesting to transfer a Walgreens Rx to their pharmacy. The caller is from Arizona. What transfer code should you use? Should it be a warm or cold transfer?
Arizona, North Carolina, New York, The Virgin Islands
How long are maintenance medication Rxs and controlled medication Rxs valid for? (How long until they are considered expired?)
Maintenance – 1 year
Controlled – 6 months
Which two tabs do PCC Technicians not use?
Tab 6 (Call Log) and Tab 7 (Consultation)
What are 3 probing questions we could ask a caller who doesn't remember the name of the medication they're requesting a refill on?
Do you know the first three letters of the medication?
Do you know which doctor prescribed it?
Do you have the Rx number?
Other options:
Do you know the last refill date?
Do you know the strength/dosage?
(2.1.1 A)
In which SOP can you find the Consent Status verbiage in Spanish?
1.12.21
Where should you transfer a call for a misfill? Should it be a warm or cold transfer?
To the dispensing pharmacy – warm transfer
What is the first thing you should do if you see an Rx that says "Not refillable – Prescription Closed"?
Check to see if there's another Rx of the same medication and strength that IS refillable and is not expired.
(2.1.6)
If the caller wants to fill their Rx at a store other than the one they called, where in POWER can we change the store number to do that? (Assuming the Rx is able to be filled at a different store)
At the bottom left of Tab 3 (Rx# Search), below the Shopping Cart, to the direct left of the expected pick up time.
What should we do if a caller would like to fill a C-II medication?
Check the patient’s profile to determine if we have a prescription on file. If the prescription is on file, transfer the call to the [Store #] > Pharmacy.
If the prescription is not on file, advise the patient to contact their doctor’s office for a new prescription.
(2.1.1 A)
How do you access the CPM tool?
In POWER, Tab 2, "Contact Information." Then click "View and Update Consent and Preferences."
What is the transfer code for a suicidal patient? Should it be a warm or cold transfer?
PCC Prescriber to RPh – warm transfer
If an Rx is closed, but it has refills and is not expired, and the comments indicate that it was transferred to a competitor, what should you do?
Let the patient know and offer to transfer it back
(2.1.6)
Where can you see a patient's Prescriptions in Process?
Tab 2 (Patient Details)
What should we do if a patient request an early refill for a vacation override or a lost medication?
Submit the prescription as normal for a pickup time of tomorrow and refresh the screen to see if the claim adjudicates through insurance. If the prescription goes through insurance with no issues
(shows as “In Process” as the prescription status),
provide the expected pick-up time. If the prescription has a Payment Plan Rejection,
cold transfer the call to the dispensing pharmacy.
(2.1.2)
What are the three types of notifications patients can receive, as listed in the CPM tool?
Rx Status, Refill Reminder, Wellness Resources
What are the 4 US states/territories that have specific transfer requirements?
Arizona, North Carolina, New York, The Virgin Islands
If a non-controlled Rx is closed, but it has refills and is not expired, and the Rx was not transferred to a competitor or closed by the prescriber, what should you do?
Cold transfer to an internal PCC RPh.
(2.1.6)