Star technicians: how valuable they are, how hard to replace them

[ornithoptor]

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Recently I have seen a few posts describing how the retail store lose their best techs and pharmacists' lives become unbearable. At times, survey scores drop and job security for pharmacist are compromised.

I totally agree with the assessment and value what a good technician bring to the table in the retail world. So, I am trying to understand what is missing here, when having good technician leave put you in such a bind?

In the hospital world, if the hospital is sizable, there are training manuals, sign offs, pay tiers with added skills and responsibilities, even career ladder to become chargemaster, buyer, supervisor...... Each new tech take about a month of training. Also, we have standardized process and workflow. Of course, there are variations, but bad technician will still be functional and deliver acceptable results. You never have to rely on star technicians to get through your day. Plus, we get food days covered by the department budget.

1. Are training hours in additional to the normal budgeted hours? In order to balance the budget, maybe PIC shortchange the technician training process? Hurry them through training and feed them to the wolves sooner than it should be.
2. I remember there are booklet and other material available, Is the quality of training manual an issue, where corporate needs to provide better support?
3. I saw a few discussion recently that pay scale is moving up. Is quality of the hiring an issue. Base on the pay versus amount of the work?
4. Fear of work flow gap when firing bad technicians. Unwillingness to risk short term loss for long term gain by PIC?
5. I would imagine average tech would know what the right thing to do after repeated lessons. Could be there are too much variations and decision making involved in the job as they cater to customers demands? And mediocre technician will never be good?
6. Or the culture of doing more with less prevail in retail? Good technician become go-to person without incentives. unfairness and overwhelm cause burn-out.

It looks like a few retail manager and staff could really benefit from some wisdoms here. Please share your success story of the programs you are running that churn out good technicians consistently as long as you make a fair hire?

 

[Idk17]

I don't think most tech positions pay enough money to attract worthwhile people. The best techs are typically students, pre-pharm. etc, who can't work full time. 'Good' retail techs have to know a lot more, or deal with a lot more, to do their job effectively than somebody making equal money at a laid-back cell center or whatever other job - dealing with insurance or crackheads buying Sudafed etc.

 

[dblock05]

So you have never worked in a retail pharmacy.......got it.

 

[PA_dud3]

I wasn't really in a training program at my current position. Everything I know outside of operating cash registers and basic computer stuff has come from me doing the research or asking the pharmacist. I self studied to become certified. I think star techs are ones who are genuinely interested in their job and want to learn more and do well. Given, I am nowhere near the best tech in the world, however, I make mistakes but I try to learn from them always. I still have a good bit to learn.

 

[WVUPharm2007]

My lead tech gets $21+/hr. He's worth every penny. The pharmacy would collapse without him.

 

[BidingMyTime]

Having worked in both retail and hospital.....hospitals tend to pay their pharmacy technicians considerably more, so they are more likely to retain "star" technicians when they get them. And more able to attract them in the first place. With retail, I have seen "star" technicians leave for hospital, because they get paid considerably more.

Concerning tech training....Because of their higher pay, I think hospitals are better able to attract a higher caliber of technicians, many already have experience in either retail or hospital, or at least other job experience. Retail tends to pay considerably less, so they if they get "star" quality, it's in people just starting out with little to no work experience. At best, it's promoting from pharmacy cashiers. I have found actual "training" at both hospital and retail to be extremely rushed...smart technicians can pick it up quick or learn on their own after hours, other technicians are left in the dust. Businesses don't want to pay for training, but since they have to, it is usually minimal.

Concerning minimally effective technicians......I think it is very scary to fire a tech who is "almost average", because their is the very real risk of getting an "extremely dangerous" tech. Especially in retail where the pay is significantly less. And honestly, I have seen several technicians that I thought would NEVER be up to par, become some of the best technicians after a year or 2. The only reason they were given that long to "get it", is because of the risk of firing someone "almost average" and getting in return someone "extremely dangerous." I don't know the answer...

 

[ornithoptor]

Just to clarify: I have worked as tech for 3 years and 2+ years as pharmacist with multiple retail companies.

I got nothing but screaming at my first site, received a booklet but never training at another, a CD rom to take home with me and get punched couple hours somewhere else. I was put in front of register without ever showing me how it is run that I had to used my previous cash register knowledge. Of course, I missed keyed $50 dollars which they found it eventually.

The topic here is not to grip about hours cut, new DM who try to show off or good technician who leaves. it is not even about lack time for training. It is intended to help everyone understand the issue and improve our experience as community. Everyone is dealing with doing more with less; even at the hospitals. However, by using LEAN Kaizen, Six Sigma, standard of work, we were able to produce standards and efficiencies.

It seems like money is an important factor. Luck of the draw also part a part, if you get students or interns who have drive. For people who currently have star technician who you can't live without. What are your successions planning? How do you avoid life in hell post technician departure?

Some of us do better than others. Anyone who can to share the "Best Practice" ? If you are in retail with has the experience that consistently produce decent technicians from new hires. What is your secret? What would be the criteria or the framework that you could share.

Any inputs are appreciated

 

[Sabril]

My lead tech gets $21+/hr. He's worth every penny. The pharmacy would collapse without him.

now this is more of a unicorn than a unicorn pharmacist

I think it is possible for a newcomer to be a star, but he/she must have some prior experience from somewhere else, preferably in a customer service capacity. I don't really see how someone can just be a good tech just by starting out as a tech, at least not in retail setting.

If I have a choice, I would pick someone who worked at a Mcdonald's drive-through (who doesn't have an impressive criminal record) over someone who "went to school" for it.

 

[DrVader]

Recently I have seen a few posts describing how the retail store lose their best techs and pharmacists' lives become unbearable. At times, survey scores drop and job security for pharmacist are compromised.

I totally agree with the assessment and value what a good technician bring to the table in the retail world. So, I am trying to understand what is missing here, when having good technician leave put you in such a bind?

In the hospital world, if the hospital is sizable, there are training manuals, sign offs, pay tiers with added skills and responsibilities, even career ladder to become chargemaster, buyer, supervisor...... Each new tech take about a month of training. Also, we have standardized process and workflow. Of course, there are variations, but bad technician will still be functional and deliver acceptable results. You never have to rely on star technicians to get through your day. Plus, we get food days covered by the department budget.

1. Are training hours in additional to the normal budgeted hours? In order to balance the budget, maybe PIC shortchange the technician training process? Hurry them through training and feed them to the wolves sooner than it should be.
2. I remember there are booklet and other material available, Is the quality of training manual an issue, where corporate needs to provide better support?
3. I saw a few discussion recently that pay scale is moving up. Is quality of the hiring an issue. Base on the pay versus amount of the work?
4. Fear of work flow gap when firing bad technicians. Unwillingness to risk short term loss for long term gain by PIC?
5. I would imagine average tech would know what the right thing to do after repeated lessons. Could be there are too much variations and decision making involved in the job as they cater to customers demands? And mediocre technician will never be good?
6. Or the culture of doing more with less prevail in retail? Good technician become go-to person without incentives. unfairness and overwhelm cause burn-out.

It looks like a few retail manager and staff could really benefit from some wisdoms here. Please share your success story of the programs you are running that churn out good technicians consistently as long as you make a fair hire?

First thing you must understand is that it is much much easier to replace a pharmacist with a quality pharmacist in retail. For pharmacy techs, how do you know if you have a quality tech? Where do you go to find quality techs. I work for CVS and we hire people off the street to be pharmacy techs. They do "job training" and have a tech license within 2-3 months. Our lead technician has worked for the company for 10 years, she is twice as fast as the other technicians. She has experience and expertise that no one else has. She is far better with insurance then I. The problem in retail is when you lose good techs, you can't go to a university and find some more. You have to hunt for them. Ultimately a pharmacist can only do so much, a stores metrics really depend on the techs. Which is why it is insane why CVS and Walgreens are so cheap.

 

[kansasgal]

now this is more of a unicorn than a unicorn pharmacist

I think it is possible for a newcomer to be a star, but he/she must have some prior experience from somewhere else, preferably in a customer service capacity. I don't really see how someone can just be a good tech just by starting out as a tech, at least not in retail setting.

If I have a choice, I would pick someone who worked at a Mcdonald's drive-through (who doesn't have an impressive criminal record) over someone who "went to school" for it.

I started as a brand new retail tech at an independent. Personally I always want to be the best at my job and am very driven to learn. If I don't know the answer I'll ask once pay close attention and try my best to never ask the same question twice. Within 3 months I was teaching techs how to do things that had been there for 2+ years. I think a good tech has to be motivated enough to take ownership of their work. No amount of training will produce a super tech...it's more of a personal drive and ownership.

 

[Bareitashvilli]

Recently I have seen a few posts describing how the retail store lose their best techs and pharmacists' lives become unbearable. At times, survey scores drop and job security for pharmacist are compromised.

I totally agree with the assessment and value what a good technician bring to the table in the retail world. So, I am trying to understand what is missing here, when having good technician leave put you in such a bind?

In the hospital world, if the hospital is sizable, there are training manuals, sign offs, pay tiers with added skills and responsibilities, even career ladder to become chargemaster, buyer, supervisor...... Each new tech take about a month of training. Also, we have standardized process and workflow. Of course, there are variations, but bad technician will still be functional and deliver acceptable results. You never have to rely on star technicians to get through your day. Plus, we get food days covered by the department budget.

1. Are training hours in additional to the normal budgeted hours? In order to balance the budget, maybe PIC shortchange the technician training process? Hurry them through training and feed them to the wolves sooner than it should be.
2. I remember there are booklet and other material available, Is the quality of training manual an issue, where corporate needs to provide better support?
3. I saw a few discussion recently that pay scale is moving up. Is quality of the hiring an issue. Base on the pay versus amount of the work?
4. Fear of work flow gap when firing bad technicians. Unwillingness to risk short term loss for long term gain by PIC?
5. I would imagine average tech would know what the right thing to do after repeated lessons. Could be there are too much variations and decision making involved in the job as they cater to customers demands? And mediocre technician will never be good?
6. Or the culture of doing more with less prevail in retail? Good technician become go-to person without incentives. unfairness and overwhelm cause burn-out.

It looks like a few retail manager and staff could really benefit from some wisdoms here. Please share your success story of the programs you are running that churn out good technicians consistently as long as you make a fair hire?

I would not say I am the best tech, but it’s more like I am good tech because of the team around me which are great techs. If it were not for them it would be a lot more difficult for me too.

Everyone brings something different to the table so it’s best to find out what talents there are.
Thanks to my experience as a tech which has been a while I know this. There can’t be a good I without the team. With this in mind now I have to do good in pharm school, which just because I could be a good tech doesn’t mean I’ll automatically get this. Now I’ll have to think like a pharmacist which is different.

At least if and when I finish I will be comfortable with the ‘technical’ side of things, but I want to be good at being a pharmacist.

 

[Sine Cura]

I have never had a "super" tech. This includes people who went on to pharmacy school because LOLstandards. My approach is that everyone should know how to do everything. If they don't, they do not meet the minimum standards for job performance. If they do not meet the minimum standards, they should be fired. Unfortunately due to chain politics it is almost impossible to fire non-performers without the support of HR and your boss. This is by far the biggest problem for chain retail aside from constant turnover due to voluntary separation. If you ask any RXM or PIC suckered into taking that role what their biggest problems are, this is by far the biggest headache if you do not have the support. (TBH at least WM provides more support hours so you don't have to have everyone firing on all cylinders just to get through the day. I don't think I could deal with this at CVS anymore.)

Part of being a productive tech is dealing with insurance issues in a productive and logical way, which is the biggest challenge to teach people because you just have to see the same **** (not just insurance) over and over until it clicks. This actually just takes 1-2 months if they are FT. Some people just do not get it and need to go.


In my mind an excellent tech can take care of all business without any surveillance and in an efficient manner. 99% of retail is rote. There is just a lot of information to process and then be able to apply correctly. A smart tech would eventually not need any correction and minimal supervision. Are we going to hire smart people at 13 an hour? No

I hire based on personality (limited sample due to 30-60m interview) and inquire into motivations for being a pharmacy tech as it is a crap job. Are they thin-skinned? It won't work. Do they have some sort of introspection about challenges they've overcome? Perhaps I can work with them. Can they actually smile? Again another red flag if they cannot as these types of people are not likely to defuse customer service situations effectively, tend to lack work ethic and not likely to learn from feedback.

Also typically people who want to go to pharmacy school (...) are more motivated to learn and perform. Younger people have more energy and are more willing to learn. Flakes who are also in school and call out for exams you shouldn't hire or cut their hours to zero as punishment.

I used to hire noob older techs (30+) to give people a chance but seeing how all of them were a disaster it is now a no-no because of lack of ambition to improve and speed (mentally and physically). Again it is almost impossible to hire people aside from gross misconduct so you have to run them off in other ways... I do not take the chance anymore

Also unfortunately in my experience long-time techs (like anyone with over 3 years exp) are almost all garbage, no integrity etc. because again they lacked ambition to do anything better. Think stereotypical single mom in their late 20s/early 30s. These people are incredibly dense but they stuck around because of PIC turnover. Like WTF are you billing OTCs or vitamin D 50k to a part D plan STILL after 5 years? Do you have the memory of a goldfish?

Having encountered situations after switching stores where one tech or even an unlicensed associate did the lion's share of the data entry or other work, I've found that this is not conducive to morale as the "workhorse" is going to burn out. If one FT tech is doing 40% of input, this means the other FT workers are ****ing lazy and they all need to shape up or GTFO. Unfortunately it takes a long time to correct the culture with pushback, again from losers aforementioned, fake ethics complaints etc. Also you cannot effectively change the culture yourself. You need buy in from whatever good techs you have and your staff pharmacists are paid about the same as you, so they need to manage techs accordingly, move people around when needed, correct people etc.

 

[farmadiazepine]

Pharmacy technicians at Costco in Northern NJ have pay rate cap of $23/hr. Pharmacy technicians at my hospital in Northern NJ are being paid anywhere between $19/hr to $25/hr.