Pharmacy Technician
Competency-based
ONET: 29-2053.00
37
Skills
135h
Related instructions
Classroom instruction topics
- Introduction to Pharmacy
- Special Topics: Customer Service
- Spreadsheets
On-the-job training
- Compliance & New Hire/Clerk Rx Training
- Understand the culture of the pharmacy
- Understand what excellent service looks like and how to deliver it
- Understand key responsibilities of the pharmacy technician role
- Understand company policies, procedures and resources
- Comply with policies regarding attendance
- Recognizing and Preventing Workplace Violence: 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
- Be compliant with laws regarding: 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
- Med C and D General Compliance Training: Recognize how a compliance program operates; Recognize how compliance program violations should be reported
- Process basic register transactions and 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
- Information Security and Confidentiality Training: 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 confidenti
- Preventing Money Laundering: Pharmacy Version: Define money laundering; Identify and know where to communicate suspicious activity, including fraud; Comply with company policy and limits surrounding prepaid products
- DEA and Pharmacy Regulatory Training: 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; Reco
- Diversity
- Unconscious Bias: 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
- Diversity, Inclusion & You: 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 com
- Pharmacy Basics
- Introduction to Pharmacy: Describe how the pharmacy workflow helps to ensure exceptional customer service and patient safety; Explain the roles and responsibilities of each workstation in the pharmacy; Identify the tools that you will use to manage the wo
- PSE/E Training: Recognize the dangers of PSE/E; Comply with PSE/E legal requirements and pharmacy policies; Manage the receiving, merchandising and sale of PSE/E; Recognize and respond suspicious activity with PSE/E; Handle challenging PSE/E situations
- Pharmacy Basics: Describe key information of medication stock bottle; Identify various types of medication dosage forms; Recognize the elements of prescription labels; Recognize medication schedules; Identify communication vehicles used in the pharmacy
- Foundations of 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
- Introduction to Inventory Management: Define inventory management, 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 o
- Basic Inventory Management On-the-Job Training: Use inventory management system to manage and complete inventory activities; Complete order review; Complete delivery check-in; Receive a drop shipment
- Compounding and Processing Non-Sterile Preparations: Differentiate between Sterile Compounds and non-Sterile Compounds; Identify which compounds can be prepared at your pharmacy locations; Effectively gather, combine, and log appropriate components of Non
- Pharmacy Hazardous Waste Training: Identify waste pharmaceutical items that require special handling; Comply with Pharmacy Hazardous Waste Management Program requirements; Process Pharmacy waste items on a weekly basis; Comply with hazardous waste documen
- Pick-up (if available)
- Introduction to Pick-up: 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 pickup refrigerated or reconst
- Foundations of Pickup and Production: 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 diffic
- Pickup On-the-Job Learning: Perform the Pickup procedures according to pharmacy standards; Respond appropriately to customer requests; Perform basic maintenance tasks at the Pickup workstation; Provide exceptional customer service to customers at the Pick
- Drive-Thru (if applicable)
- Introduction to Drop-off: Accept a new prescription at Drop-off; Accept a refill prescription at Drop-off; Add a patient in the pharmacy system; Edit a patient's information in the pharmacy system; Effectively manage prescription requests in the pharmacy
- Third Party Plans and Cards: Recognize Third Party Plans; Identify the basics of billing federal/state funded Third Party Plans; Recognize the components of Third Party Cards
- Medicare Part B: Understand the basics of Medicare B; Know the expectations of the pharmacy as a Medicare Provider; Understand the expectations of you, as an employee, in processing Medicare claims; Identify available references
- Foundations of Drop-off: 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; C
- Advanced Drop-off: 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
- Drop-off On-the-Job Learning: Perform the Drop-off procedures according to pharmacy standards; Respond appropriately to customer requests; Perform basic maintenance tasks at the Drop-off workstation; Provide exceptional customer service to customers at th
- Prescriber Search Enhancements: Demonstrate knowledge of the prescriber search enhancements; Identify key points of prescriber search functionality; Perform the proper steps in the pharmacy system to search for and select a prescriber; Understand the impo
- Advanced Inventory Management
- Waiting Bin Maintenance: Complete a daily Return to Stock; Complete a monthly Waiting bin Physical Inventory
- Advanced Inventory Management: 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
- Inventory Management Scenarios: 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-t
- Advanced Inventory Management On-the-Job training: Perform the steps involved in Shelf label Maintenance; Identify salable and non-saleable items; Identify the appropriate type of return of an item; Complete a Warehouse Return; Complete an Outside Vendor
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