PHR 182 - Pharmacy Operations II w/lab

1. Obtain needed information from the customer/patient, including method of payment for a prescription/medication order and patient-specific information.
   1. Describe the possible methods of payment for a prescription/medication order and associated services.
   2. Define the terms “deductible” and “premium” in regards to insurance.
2. Evaluate claim rejections.
   1. Describe ways to determine reasons for a rejected claim.
   2. Define “prior authorization” and explain the reasons for prior authorizations. 
3. Determine payment due the health system for medication orders.
   1. Describe common pricing and billing systems.
   2. Explain common systems for tracking medication billing to patients.
   3. Summarize how to accurately complete third-party claims forms.
4. Determine common factors of an effective pharmacy department approach to preventing medication errors.
   1. Describe ways pharmacy technicians can help prevent medication errors.
   2. Explain the role of multiple checks in avoiding medication errors.
   3. Discuss age-related medication errors that may be detected by technicians.
   4. Define the term “high alert.”
5. Explain the programs currently in place for reporting medication errors on a global and institutional level.
   1. Identify the role and limitations of the FDA MedWatch program in error reporting.
   2. Explain the role of ISMP in preventing medication errors.
   3. Identify the role and limitations of the ISMP Medication Errors Reporting Program (MERP).
   4. Explain how calculations, use of zeros and decimals, abbreviations, illegible handwriting, missing information, drug product characteristics, preparation, labeling, work environment, and personnel impact medication errors.
   5. Define the term “failure mode and effects analysis” (FMEA).
   6. Identify situations where patient counseling may prevent medication errors.
6. Explain the technician’s role in preventing and detecting medication errors.
   1. Define the term “root cause analysis.”
   2. Identify five steps of root cause analysis.
7. Determine the presence of any similar potential adverse medication events (ADEs) when a clinically significant adverse medication event (ADE) is identified.
   1. Review patient medication histories for medications with overlapping indications.
   2. Recognize common and uncommon dosage forms, doses, dosing schedules, and durations of use.
   3. Explain the importance of maintaining a complete medication history (prescriptions, over-the-counter, supplements, vitamins, samples, etc.) from patients, caregivers, other health care providers.
8. Participate in formulating a strategy for preventing a clinically significant ADE when it is identified.
   1. From a pharmacy department perspective, discuss the role that automation and information technology play in preventing medication errors.
   2. From a pharmacy department perspective, describe the potential for contribution to the occurrence of medication errors by the use of automation and information technology.
   3. Identify trends of medication errors in hypothetical cases.
   4. Explain the importance of sharing trends of medication errors with staff.
9. Apply skills required to assist pharmacists in medication reconciliation.
   1. Define “medication reconciliation.”
   2. Discuss benefits of medication reconciliation.
   3. Describe the process of medication reconciliation.
10. Demonstrate skills needed to assist pharmacists in medication therapy management.
    1. Define “medication therapy management.”
    2. Explain medication therapy management processes.
    3. Describe ways pharmacy technicians may assist pharmacists in medication therapy management.
11. Evaluate the use of current technology in the healthcare environment to ensure the safety and accuracy of medication dispensing.
    1. Summarize how medical information systems are used in pharmacy practice activities.
    2. Analyze the type of data collected, transmitted, and stored by pharmacy information systems.
    3. Explain the impact on quality of decision making of valid, reliable, and consistent data entered into medical information systems.
12. Demonstrate proficiency with word processing, spreadsheets, and databases.
    1. Explain characteristics of typical databases used in both acute and nonacute care pharmacy practice settings.
    2. Use word processing, spreadsheet, and database skills to improve pharmacy operations.
13. Assess currently emerging technologies that may impact the practice of pharmacy.
    1. Discuss the importance of implementing innovative technologies in pharmacy practice.
    2. Follow protocols and procedures as emerging technologies are installed.
14. Apply quality assurance practices to technician activities, including handling of pharmaceuticals, durable and nondurable medical equipment, devices, and supplies.
    1. Define “quality assurance.”
    2. Compare prospective and retrospective approaches to quality assurance.
    3. Describe technician tasks that require quality assurance procedures.
    4. Summarize quality assurance methods related to pharmaceuticals, durable and nondurable medical equipment, devices, and supplies.
15. Evaluate appropriate procedures and communication channels to use in the event of a product recall.
    1. Identify the three classifications of pharmacy recalls.
    2. Describe how products may be withdrawn from the market absent a recall.
    3. Explain procedures and communication channels to use in the event of a product recall.
16. Apply appropriate procedures and communication channels in the event of a product shortage.
    1. Explain procedures and communication channels to use in the event of a product shortage.
    2. Use resources to identify and monitor product shortages.
17. Assess appropriate procedures and communication channels in the event of a medication error.
    1. Explain procedures and communication channels to use in the event of a medication error.
    2. Complete documentation of medication errors for continuous quality improvement to prevent future errors.
18. Apply appropriate procedures and communication channels in the event of other problems that may occur.
    1. Identify other problems that may occur that a pharmacy technician may help in resolving.
    2. Explain procedures and communication channels to use in the event of other problems that may occur.
19. Examine the technicians’ roles when they are responding to emergency situations.
    1. Discuss procedures for responding to emergency situations.
    2. Contact appropriate emergency personnel (poison control, emergency medical services, fire departments, police, etc.)
20. Achieve certification as a Basic Life Support (BLS) Healthcare Provider.
    1. Summarize how pharmacy technicians can assist pharmacists by being certified as Basic Life Support (BLS) Healthcare Providers.
    2. Describe the requirements for Basic Life Support (BLS) certification and steps for renewal.
21. Demonstrate skills required for effective emergency preparedness.
    1. Explain skills required for effective emergency preparedness.
    2. Describe the items included in a pharmacy’s emergency preparedness kit.
22. Apply special procedures technicians will be responsible for regarding preparing, storing and distributing controlled substances and chemotherapy agents.
    1. Discuss various methods for safely and appropriately preparing, storing, and distributing controlled substances and chemotherapy agents.
    2. Explain the importance of personal protective equipment when handling some chemotherapy agents.
23. Compare and contrast special procedures pharmacy technicians will be responsible for regarding preparing, storing, and distributing investigational drugs according to protocol.
    1. Summarize the process and documentation requirements of dispensing medications for pharmaceutical research.
    2. Explain the importance of accurate preparation, storage, and distribution of investigational drugs.
    3. Compare investigational drugs to placebos used in pharmaceutical research.
24. Follow policies and procedures for sanitation management and hazardous waste handling (e.g., needles).
    1. Explain the need for sanitation management in the pharmacy.
    2. Define “hazardous waste.”
    3. Explain state regulations regarding handling hazardous waste.
    4. Summarize institutional policies and procedures regarding hazardous waste management.
    5. Discuss the reasons for the procedures for cleaning a laminar flow biological safety cabinet.
25. Follow instructions on material safety data sheets (MSDS).
    1. Define and explain the purpose and importance of material safety data sheets (MSDS).
    2. Describe examples of instructions on a material safety data sheet.
26. Communicate third-party payment coverage information and further action to be taken to customers/patients.
    1. Explain ways to communicate third-party payer responses that are sensitive to customer/patient concerns and are clearly understood.
    2. Use effective communication techniques for diffusing strong emotional reactions to third-party payment response.
27. Verify and input third-party coverage for a prescription/medication order.
    1. Describe how to verify third-party coverage.
    2. Determine if a patient is eligible to use a manufacturer?s coupon for their prescription medications.
    3. Correctly submit claims to multiple third-party payers (i.e. primary and secondary insurances)
28. Evaluate the receipt of payment for pharmaceutical goods and services.
    1. Assess a prescription transmission adjudication for appropriate payment.
    2. Using cost analysis methods, verify that the submitted medication has been paid for by the third-party insurance.
    3. Alert the pharmacist to determine proper prescription adjudication when a judgment decision is required,
    4. Explain pharmacy reimbursement plans for covering pharmacy services.
29. Demonstrate skill in monitoring selected procedures (e.g., finger- stick blood draw for glucose monitoring and cholesterol screening, blood pressure, pulse).
    1. Describe the equipment and supplies used to perform selected procedures and their limitations.
    2. Explain the reasons for the steps in the selected procedures.
30. Evaluate necessary skills in using the internet, e-mail, and electronic medication information databases.
    1. Communicate professionally with all members of the health care team using multiple forms of communication.
    2. Use critical thinking skills to seek out answers to questions from reliable resources used frequently by pharmacy professionals.
    3. Distinguish between reliable and unreliable information sources available on the internet.
31. Demonstrate the ability to use technologies frequently used in the pharmacy setting, including bar-coding and automated dispensing technology, and unit-dose packaging and reporting.
    1. Use bar-coding technology and discuss its benefits.
    2. Operate automated dispensing technology and maintain its functionality.
    3. Complete unit-dose package orders and organize medication administration reports.
32. Follow established policies and procedures for recording preparation of bulk, unit dose, and special doses of medications for immediate or anticipated future use.
    1. Discuss the importance of documenting preparation of bulk, unit dose, and special doses of medications for immediate or anticipated future use.
    2. Describe categories of information to be recorded at the time of preparation of bulk, unit dose, and special doses of medications prepared for immediate or anticipated future use.
33. Calibrate weighing or counting devices, fluid compounders, or syringe pumps.
    1. Describe the equipment and pharmacy devices common to pharmacy practice.
    2. Define the term “calibration” as it refers to the equipment commonly used in pharmacy practice.
    3. Calibrate syringe pumps and devices for weighing, counting, and compounding.
    4. Explain the role of electronic devices in the delivery of direct patient care.
    5. Update and maintain information systems for pricing updates and report generation.
34. Follow manufacturers’ guidelines in troubleshooting, maintaining, and repairing electronic devices used in preparing and dispensing medications.
    1. Perform routine maintenance and cleaning to electronic devices used in preparing and dispensing medications.
    2. Contact manufacturers or suppliers with concerns or problems with electronic devices used in preparing and dispensing medications.
35. Apply appropriate techniques to clean laminar flow biological safety cabinets and maintain a clean and neat work environment.
    1. Explain the importance of maintaining a clean and neat work environment.
    2. Discuss the purpose of using laminar flow biological safety cabinets in pharmaceutical preparations.
    3. Follow procedures and protocols for cleaning laminar flow biological safety cabinets.
    4. Recognize the danger of pharmaceutical product contamination.