Hopefully there are other techs that can give you some helpful hints, but one of the techs at a store I used to intern at always keeps a little spiral notebook with her. In it she keeps notes about the computer system (short codes, etc), and notes about special insurance adjudication issues and how to resolve them (how to do "split billing", for example). She's not only great with the regular patients (she speaks Armenian and Arabic which most of the folks in the community speak), but she knows the answers to quite a few insurance "glitches". The pharmacy manager seems to think she's worth her weight in gold, and I happen to agree.