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Pharmacy Technician, Retail

Competency-Based Apprenticeship
Sponsoring Company:
CVS Health
O*Net Code
Rapids Code
Req. Hours
Jul 16, 2021
Jul 16, 2021

Competency-Based Skills

50 skill sets | 245 total skills
Compliance & New Hire/Clerk Rx Training
Understand the culture at CVS - how we do things and what's important to us - as well as CVS's Service standards - what excellent service looks like and how to deliver it
Understand key responsibilities of CVS Health colleagues and provides appropriate guidance for colleagues looking for the right solutions to ethical questions or issues
Social Media Guidelines
Understand company policies, procedures and resources
Comply with the CVS Health Attendance Policy
Compliance & New Hire/Clerk Rx Training: 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 violent incidents or report a behavior
Compliance & New Hire/Clerk Rx Training: 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
Compliance & New Hire/Clerk Rx Training: ExtraCare Program
Understand the value and benefits of the ExtraCare Program, including how to properly convey the benefits of the program to the customer
Compliance & New Hire/Clerk Rx Training: Med C and D General Compliance Training
Recognize how a compliance program operates
Recognize how compliance program violations should be reported
Compliance & New Hire/Clerk Rx Training: Register Transactions
Process basic register transactions and how to 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
Compliance & New Hire/Clerk Rx Training: 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 confidential information
Be knowledgeable on additional security measures you can take to protect confidential information
Understand your responsibilities related to the privacy and security of confidential information
Compliance & New Hire/Clerk Rx Training: Preventing Money Laundering
Pharmacy Version - Define money laundering
Pharmacy Version - Identify and know where to communicate suspicious activity, including fraud
Pharmacy Version - Comply with company policy and limits surrounding prepaid products
Compliance & New Hire/Clerk Rx Training: 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
Recordkeeping requirements for controlled substances
Diversion and diversion trends
How to report thefts and losses of controlled substances
How to report thefts and losses of controlled substances
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 to new people and experiences
Make decisions that are based on a person's merit-relevant qualities and not their merit irrelevant qualities
Treat people more fairly through teamwork, respect, and inclusion
Diversity: 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 company’s bottom line
Understand related laws
Pharmacy Basics: Introduction to Pharmacy
Describe how the CVS/pharmacy workflow helps to ensure exceptional customer service and patient safety
Explain the roles and responsibilities of each of the five workstations
Identify the tools that you will use to manage the workflow
Define how quality assurance is woven into each step in the prescription filling process
Describe the queues used to manage the workflow
Log on to the RxConnect System and obtain User Credentials
Navigate the RxConnect System
Use the information provided on the patient header and profile to process prescriptions
Complete the steps to reprint a prescription label
Pharmacy Basics: Corporate Integrity Agreement – Covered Person Training
Describe the Corporate Integrity Agreement
Identify the components of the CVS Health Compliance and Integrity Program
Explain the penalties and fines for non-compliance
Pharmacy Basics: PSE/E Training
Recognize the dangers of PSE/E
Comply with PSE/E legal requirements and CVS Pharmacy policies
Manage the receiving, merchandising and sale of PSE/E
Recognize and respond suspicious activity with PSE/E
Handle challenging PSE/E situations
Recognize the importance of the MethCheck POS system
Pharmacy Basics: Workbook
Describe key information of medication stock bottle
Identify various types of medication dosage forms
Recognize the elements of prescription labels
Recognize medication schedules
Complete Action Notes correctly
Identify communication vehicles used in the pharmacy
Pharmacy Basics: 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
Pharmacy Basics: Introduction to Inventory Management
Define inventory management, Customer Focused Replenishment for Pharmacy Inventory (CFRx), 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 on Order
Explain the difference between system-generated and store-initiated Cycle counts
Explain the relationship to 11-digit NDC
Explain the importance of shelf labels
Pharmacy Basics: CFRx for Inventory Management
Identify and use CFRx features and functionally
Describe ordering process
Complete Order review
Complete Delivery Check-in
Complete Cycle Counts
Differentiate between Preferred and Non-Preferred NDC’s
Pharmacy Basics: Basic Inventory Management On-the-Job Training
Use CFRx to manage and complete inventory activities
Complete Order review
Submit an Outside Vendor - Voluntary order
Complete Delivery Check-in
Receive a Drop Shipment
Receive and Check-in Specialty Packages
Perform Cycle Counts
Select a Non-Ordered indicator in RxConnect, as needed
Complete Role Plays: Managing Customer Expectations
Pharmacy Basics: Compounding and Processing Non-Sterile Preparations
Differentiate between Sterile Compounds and non-Sterile Compounds
Identify which compounds can be prepared at CVS Pharmacy locations
Effectively gather, combine, and log appropriate components of Non-Sterile Compounds
Pharmacy Basics: Pharmacy Hazardous Waste
Identify waste pharmaceutical items that require special handling
Comply with CVS Pharmacy Hazardous Waste Management Program requirements
Manage StrongPak containers
Process Pharmacy waste items on a weekly basis
Comply with hazardous waste documentation requirements
Process quarterly StrongPak pickups
Follow basic spill and emergency response procedures
Pharmacy Basics: ExtraCare Pharmacy & Health Rewards
Recognize the purpose of the ExtraCare Pharmacy & Health Rewards program
Explain earnings and rewards for ExtraCare Pharmacy & Health Rewards program to patients
Enroll a customer into the ExtraCare Pharmacy & Health Rewards program
Explain the HIPAA Authorization to patients
Refer customer questions to www.CVS.com/rxrewards or to the program brochure
Pick-up: 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 pick-up refrigerated or reconstituted products
Recognize and explain the importance of ensuring a positive interaction at Pick-up
Complete the steps to check a prescription’s current status
Pick-up: Foundations of Pick-up 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 difficult customer questions
Locate over-the-counter items
Effectively assist customers who are waiting for prescriptions
Identify the procedure for handling restricted products
Demonstrate an understanding of the Production Workflow and why each step is important to our customer service goals
Demonstrate counting best practices, including working with penicillin and sulfa products
Demonstrate proper labeling and prescription assembly tasks
Recognize Reconstitutables and demonstrate an awareness of basic preparations
Complete electronic Action Notes to ensure proper and complete information is conveyed to customers
Provide exceptional service skills when assisting customers on the telephone
Pick-up: Pick-up On-the-Job Learning
Perform the Pick-up procedures according to CVS standards
Respond appropriately to customer requests
Perform basic maintenance tasks at the Pick-up workstation
Provide exceptional customer service to customers at the Pick-up workstation
Drive-Thru: Introduction to Drive-thru
Assist a customer who is picking up a prescription order at Drive-thru
Accept new prescription at Drive-thru
Accept refill prescription at Drive-thru
Drive-Thru: Drive-thru on-the-job learning
Perform the Drive-thru procedures according to CVS standards
Operate the Drive-thru window
Understand the standards for managing Drive-thru traffic
Provide exceptional customer service to customers at the Drive-thru workstation
Production: Introduction to Production
Identify the steps involved in Production
Explain how quality and safety are embedded into each step at Production
Process a prescription through Production
Process a prescription refill
Complete the steps to calculate drug price
Production: Production On-the-Job Learning
Perform the production procedures according to CVS standards
Satisfy customer refill requests
Respond to customer questions or refer as appropriate
Perform basic maintenance tasks at the production workstation
Provide exceptional customer service to customers on the telephone while at the production workstation
Production: Utilization Pharmacy Automation Robots (applies only to stores with this equipment)
Recognize the role of automation in pharmacy and perform basic operator tasks
Navigate the ScriptPro application
Perform advanced automation procedures
Properly maintain the ScriptPro
Adhere to CVS/pharmacy automation processes for patient safety
Drop-Off: Introduction to Drop-off
Accept a new prescription at Drop-off
Accept a refill prescription at Drop-off
Add a patient in the RxConnect system
Edit a patient’s information in the RxConnect system
Effectively manage prescription requests in the RxConnect system
Drop-Off: 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
Drop-Off: Medicare Part B
Understand the basics of Medicare B
Know the expectations of CVS as a Medicare Provider
Understand the expectations of you, as an employee, in processing Medicare claims
Identify available references
Drop-Off: 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
Convert equivalent measurements for inhalers, ear and eye drops, insulin, and liquids
Discuss the regulations that affect controlled substances
Identify and process compound prescriptions
Review the Customer Service Initiative (CSI) and how it benefits our patients
Know the benefits of flavoring medications for our patients and how to promote
Identify common types of Third Party rejections and the correct action to take to resolve the rejection
Resolve Third Party rejections while communicating with customers
Recognize unique Third Party Plans, such as Medicaid, Medicare Parts B and D, and know the requirements for processing claims through these plans
Perform Drop-off Best Practices
Drop-Off: 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: Drop-off On-the-Job Learning
Perform the Drop-off procedures according to CVS standards
Respond appropriately to customer requests
Perform basic maintenance tasks at the Drop-off workstation
Provide exceptional customer service to customers at the Drop-off workstation
Drop-Off: Prescriber Search Enhancements
Demonstrate knowledge of the prescriber search enhancements
Identify key points of prescriber search functionality
Perform the proper steps in RxConnect to search for and select a prescriber
Understand the importance of associating the correct prescriber to a prescription
Understand how the enhancements improve regulatory compliance, mitigate third party exceptions, audits, and potential recoupments
Patient Care: Changing Lives with Patient Care Part 1
Identify the importance of Patient Care
Explain how Patient Care helps you change lives, one patient at a time
Describe the Patient Care Conversation Framework
Patient Care: Changing Lives with Patient Care Part 2
Deliver Patient Care using the screens in RXConnect and at Pick-Up
Describe your role in supporting patients through Patient Care
Patient Care: Introduction to ScriptSync
Define ScriptSync
Describe the benefits of ScriptSync to both Patients and Pharmacy Teams
Explain the enrollment process
Summarize ScriptSync responsibilities
Patient Care: ScriptSync On-the-Job Training
Describe the ways a patient can enroll in ScriptSync
Enroll patients in ScriptSync using RXConnect
Identify the components of a successful ScriptSync offer
Calculate Alignment Fills
Maintain ScriptSync using RXConnect, POS, or online by Patient
Patient Care: Patient Care in Action
Describe how Patient Care can change lives
Discuss how Patient Care helps to solve medication adherence challenges
Identify best practices
Understand available tools to track progress
Identify potential challenges during Patient Care conversations
Effectively influence patients using the conversation framework
Patient Care: Delivering Patient Care
Perform Patient Care activities according to CVS Health Best Practices
Provide Genuine Care to Patients on the phone or during in-person interactions through Patient Care
Patient Care: Med D Prescription Plans
Define Medicare Part D
Explain the basic plan design to a customer
Recognize when customers can enroll in a Medicare Part D plan
Assist customers in researching the correct plan for their needs
Recognize CVS policies surrounding Medicare Part D
Patient Care: Saving Patients Money
Understand tools available to save patients money and increase medication adherence
Utilize Prescription Savings Portal that shows which patients are eligible for cost savings with Therapeutic Alternatives, Manufacturer Coupons, or Discount Cards
Utilize Rx Savings Finder that supports the team in addressing cost concerns by providing the various savings options in a single location
Advanced Inventory Management: Waiting Bin Maintenance
Complete a daily Return to Stock
Complete a monthly Waiting bin Physical Inventory
Advanced Inventory Management: 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
Advanced Inventory Management: 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-to-day work
Advanced Inventory Management: On-the-Job training
Perform the steps involved in Shelf label Maintenance
Identify saleable and non-saleable items
Identify the appropriate type of return of an item
Complete a CVS Warehouse Return
Complete an Outside Vendor Return (saleable overstock)
Complete a StrongPak Return
Complete a Genco Return
Identify transferable and non-transferable items
Explain the difference between Retail Store to Retail Store
Transfers and Store-to-Store Redeploy
Complete a Transfer Out
Complete a Transfer In
Perform return to Stock tasks
Access and complete RTS reports
Additional Training: Meal and Rest Period Training
Adhere to meal break requirements
Describe how meal waivers work and who is eligible for them
Submit or revoke a meal waiver option

Technical Instruction

Compliance Training - 92 req. hrs
New Colleague Compliance Training
CVS Health Store and Distribution Center Code of Conduct Training
CVS Caremark Employee Handbook
Preventing Money Laundering: Pharmacy Version
Privacy Training
Safety General Awareness and Emergency Procedures Plan Training
CVS Health Attendance Policy Acknowledgement
Recognizing and Preventing Workplace Violence
DEA & Pharmacy Regulatory Training for Pharmacy Support Staff
PSE/E Training for New Hires
Hazardous Material Safety and Security General Awareness for Retail Colleagues
Introduction to Social Media at CVS Health
New Hire Training
myStore – New Colleague Orientation & Assessment
Introduction to ExtraCare
Register Basics
Customer Refunds
Diversity Training
Unconscious Bias
Diversity, Inclusion & You
Pharmacy, Pick-up & Production Basics
Introduction to Pharmacy
Pharmacy Basics
Introduction to Pick-up
Introduction to Production
Foundations of Pharmacy
Foundations of Pick-up and Production
Pick-up On-the-Job Training
ExtraCare Pharmacy & Health Rewards
Pick-up & Production
Introduction to Inventory Management
CFRx for Inventory Management
Compounding and Processing Non-Sterile Preparations
Safe Production and Production Safety Zone Video Acknowledgement
Professional Practices Quality Assurance Standards
Basic Inventory Management On-the-Job Training
Production On-the-Job Training
Utilizing Pharmacy Automation Robots
Introduction to Drop-off
Third Party Plans and Cards
Medicare Part B Retail Pharmacy Training
iPLEDGE REMS Program Training for Pharmacy Support Staff
myStore Health Accepting Prescriptions
Advanced Drop-off
Foundations of Drop-off
Advanced Drop-off
Drop-off On-the-Job Training
Prescriber Search Enhancements
Drive Thru
Introduction to Drive-thru
Drive-thru On-the-Job Training
Patient Care
Changing Lives with Patient Care: Part 1
Changing Lives with Patient Care: Part 2
ScriptSync On-the-Job Training
Patient Care in Action
Delivering Patient Care
Med D: Prescription Plans
Saving Patients Money: Prescription Savings Portal & Rx Savings Finder
Advanced Inventory Management
Waiting Bin Maintenance
Advanced Inventory Management
Inventory Management Scenarios
Advanced Inventory Management On-the-Job Training

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