Targeted Medication Review 1
Needs 90 days fill: Patient received a 30 day supply 5 days prior to us reaching out to them. Would you transfer the call to the pharmacist?
No. Per SOP 2.2.7 If rx is on file with Walgreens and is a 30 or 90 day written RX but is not due for a refill treat as a no opportunity and leave the tip open in outcomes
Requirements of HIPAA (1.2.1)
Other than First and Last name, what other piece of information is used to verify HIPAA if the patient doesn't want to verify their Date of birth?
a. Social Security
b. Phone number
c. Full address or Full Prescription number
d. all of the above
c. Full address or Full Prescription number
SOP 1.2.1
If patient or person responsible does not want to provide the Date of Birth, patient can provide the full street address or full prescription number (store number required)
True or False
If there is more than one TIP on Outcomes then we would transfer to the RPh to handle, even if one them is Medication Synchronization
False
As technicians Medication synchronization is one of the TIPs we complete on our own
Medication Synchronization (2.2.15)
If a patient is already enrolled in Save a Trip then we would delete the TIP from their Outcomes
a. True
b. False
B.True
What must be included in the directions on the takeaway?
a. Dose, dosage form, route of admnistration, frequency
b. Frequency, dose, route of administration, dosage form, any special directions
c. Dosage form, dose, route of administration
b. Frequency, dose, route of administration, dosage form, any special directions
What do the following have in common?
Needs immunization
Needs OTC Therapy
Needs Lab Monitoring
Needs Patient Education
New Therapy Consultation
Needs Disease State Education
Social Determinants of Health Assessment
Straight to pharmacist
What is missing from the following opening statement?
Hello, this is pharmacy technician Joe Mama on a recorded call from Walgreens Centralized Services on behalf of the local store. If I may continue, am I speaking with Chris P. Bacon?
Stores full address
SOP 2.1.1
If the patient tells you that they stopped taking the medication on their own, What would be the proper procedure to follow?
Close out the tip in outcomes
SOP 2.2.4
Patient states NO to taking the targeted medication or another medication in same drug class:
If a patient does not want to enroll in Save a Trip then we would delete the TIP from their Outcomes
a. True
b. False
B. False
True or False
After going over the health conditions with the patient you would then move on to the allergies
False ( Per Job Aid for Accepted CMR: Health conditions are to only be discussed with a Pharmacist)
Which TIP requires that we pull up the patient in power and determine if a specific class of medication has not been picked up in the last 12 months and transfer to RPH?
Needs Drug Therapy
Ghost call (1.1.5)
What should a technician do if the call seems like a ghost call?
a. Apologize and disconnect the call
b. Repeat the greeting twice, apologize, then disconnect the call
c. Wait 15 seconds, if no response then disconnect the call
d. Post Any FL in the chat
b. Repeat the greeting twice, apologize, then disconnect the call
SOP 1.1.5
Which is not an automatic transfer?
a. Social Determinants of Health Assessment
b. High Risk Medication
c. Needs Patient Education
d. Needs Lab Monitoring
b. High Risk Medication
If the patient aligns two medications with at least 1 having stars then they are eligible to complete the TIP
a. True
b. False
B. False
Bonus Question What is the correct number of medications that need to be aligned and how many stars?
True or false
If a patient representative answers the call and says they handle the medication and agrees to complete the CMR on behalf of the patient we continue the call...
False
What type of research is required for Drug Interaction?
a. not on file with walgreens
b. has not been picked up in 12 months, and the patient is still taking
c. patient states they are no longer taking the medication
d. has been picked up in the past 12 months, and the patient is still taking
d. has been picked up in the past 12 months
SOP 2.2.13
Prescription is on file and the targeted medication or medication class has been picked up in the past 12 months.
Action: Confirm if the patient is still taking the targeted medication or medication in the same medication class.
Transfer
If the caller request to be placed on hold, how long are you allowed to wait?
Per SOP 1.1.7: 5 minutes
The patient does not have to fill at Walgreens for cost effective alternative?
True or false
False
SOP 2.2.12
Prescription is not on file with Walgreens:
Action: Follow SOP No Opportunities for a CMR or TMR.
Which medication would not be eligible to be synchronized through Omnicell?
a. 30 or 90 day supply
b. Maintenance medication
c. Green "R" next to the name of the medication
d. Controlled Substances
d. Controlled Substances
What is the 1st thing you should do once you have the patient pulled up in Outcomes?
a. click phone on the delivery service tab
b. check place holder
c. allergies
d. verify address for takeway
b. check place holder
Which 3 TIPs require you to research the last 12 months with a specific medication/ drug class?
Needs drug therapy, cost effective and drug interaction
Act it out: Pick a player from the opposing team. Pretend as if you are an upset patient and you have used foul language 3 times with the technician
Opposing team: Show us the proper way to handle this patient
Inform the patient they will be transferred to your supervisor/lead, provide leadership with all the information and WARM transfer the call
What is our daily goal for CMR and TMR?
CMR- 150
TMR-800
If the patient does not want to enroll in Save a Trip, we would give our rebuttal. If they still refuse, we:
a. Make them an offer they cannot refuse
b. Opt out on Omnicell with the reason for refusal and then leave the TIP open
c. Close out the TIP and disposition the call as Decline Service
d. Leave Omnicell alone and leave the TIP open
b. Opt out on Omnicell with the reason for refusal and then leave the TIP open
What is it called when you try to convince the patient to complete the CMR/TMR after they have already told you their not interested?
Rebuttal