CVS modules explaining KPM, SOS, etc

[dopedopamine]

Hi everyone,

I'm writing to ask if any current CVS pharmacists or technicians/interns know of good LearnNet modules on they would recommend for a new tech who is interested in learning more about SOS, KPM, mCE, etc scores and how they are graded/impacted.

I have been working at a very busy store for several months now and while I do see the action plans and score updates posted up around my pharmacy, I have never had these explained to me in great depth. I would like to gain a more complete understanding of these scores, and I also have an internship interview coming up so I'd like to be able to answer questions and speak comfortably about these scores with my interviewer. I have completed the basic modules for my job and am looking for more modules to supplement, but am unsure of which are ones are current (not outdated) and useful.

Many thanks in advance!

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[maria1oh]

Should be a "pharmacy business metric" module on learnet.

1. MCE-my customer experience - these are phone/email surveys patients take and rate you if they were addressed by name, satisfied with wait time, had rx in stock, and were professional and courteous. If you see a survey printed on a customers receipt make sure you kiss up to them and encourage to take the survey (while constantly addressing them by name) try to use their name three times per transaction."do you have any questions mr. Smith","is there anything else I can do for you mr. Smith" "thank you mr. Smith". Also make sure you have your customers signed up for a cvs card and have their updated email on file so they will be eligible for the survey. Also encourage signing people up for the extra bucks rewards program (every 10 prescriptions they fill they receive $5 extra bucks)

2. Kpm-key performance metrics- make sure you get the updated phone number for patients so you can make PCQ calls and call them to remind them to pick up their prescriptions.make sure you have their correct phone number when they drop off prescriptions. Also offer to enroll them in the texting service so they know when their prescriptions are ready. Also 5% of your kpm score is based on how many patients you have signed up for the readyfill service (fills,rx automatically for them). The main success to kpm is the pcq calls reaching out to patients (with correct phone numbers) and making sure they keep on refilling their prescriptions and picking them up.

3. SOS - store own sales - this is a monthly report card that combines the various metrics. They also factor in your inventory so make sure you don't order too many drugs. Also it grades you how often you are out of stock. Don't put prescriptions into pending/out of stock status unless you check with the rph to make sure you are actually out of stock. The main metric here though is sales/script count. (Controls and narcotics are not factored into script count here).

Congratulations on being accepted to pharmacy school and starting an internship. Act like you want to work at cvs for the rest of your life and you love your job and you will be fine in the interview! The intern coordinator in my district is not a pharmacist and has no clue about these metrics anyways. It might vary by district though.