Struggling to get a grasp of all metrics CVS wants us to know.
Anyone have a brief description or explanation for the key metrics?
Also does anyone have tips and tricks on reaching the metrics and improving ones store?
Thanks!
Do not worry too much about metrics yet if you have not been hired. You will learn what is expected through the online modules. Rather, once you are on the floor, make sure your techs do not create more work for you. For example:
When a patient asks for refill request to be sent to a prescriber, time and time again I see the tech immediately sending that fax. I just want smack the living hell out of them. Why?
- Well, was that prescription written by an ER/urgent care doctor? If that's the case, you're unlikely to ever get an acknowledgment for that fax. However, you will have to follow up on those requests by calling the prescriber offices.
- Was the prescription written without refills to begin with? Well, likely it was a one time deal and/or the prescriber wants to see the patient for follow up.
- Does the prescription have a note that states: "Needs appointment. Needs to be seen for any additional refills". This one is my favorite. Without fail, you will see the technician just sending that fax. You, the pharmacist, will have to follow up on it.
Solution: when you encounter these situations, sure, go ahead and send the fax, but tell the patient "it states here that they will not authorize any more refills unless you are seen. We will send the fax. However, it would be best if you got in touch with your prescriber". You send the fax and right away, delete that request off your queue. One less thing to follow up on. And for the love of the baby Jesus, teach your techs to look at the script before sending that request.
They will naturally do as they please for a while until they realize you mean business. Therefore, as your going through your queue of requests (Dr. calls), pull up the image and triage them. Those that fit the criteria above you can go ahead and delete before wasting time making that call.
Sign up everyone for the app and for Rx Express pickup. That will make your life easier.
Best of luck! If you can endure CVS for a while, you'll be better prepared for any job. It's a nice boot camp.
