MGT 330 Final Project Overview: Pharmacy Technician

Management 330 Final Project Overview – The business process I have identified is my workplace at CVS in Radford. My job title is pharmacy technician. Responsibilities of Pharmacy Technicians include a wide range of activities that are set up to provide a seamless experience for the patient. The job has both elements of Service and Product. Services are made up of standardized processes, like entering prescription information into the computer, filling prescriptions, returning to stock, resolving insurance rejections, and selling prescriptions at the POS. The products we sell are prescription medications and behind-the-counter drugs. CVS has connected all these functions into one software called Rxconnect. Rxconnect has all the patient and

Production is where technicians fill prescriptions, and it is where most of the physical work is done. This task requires a sequence of steps that a technician needs to follow to successfully fill a prescription. First, the technician must print the label for the prescription. The label has all the drug information needed to pull the prescribed drug from the shelf, like the name, dosage, and NDC number. After grabbing the drug, they scan the label and then the drug into the computer. The system will tell you if you have taken the wrong medication and will not let you proceed until the correct medication matches the one on the label. The next step is to dispense and count the specified amount and then take an image of the pills. After that, the medicine is put inside an amber vial with a tag on it and bagged to be filed in the waiting bin. QV is where every prescription that has been filed goes to be verified by the pharmacist. The pharmacist verifies the dosage, amount dispensed, drug name, and the sign or instructions for usage. This step is very important, and an error here can result in a big disaster. If a wrong drug or dosage is dispensed, it can cause harm or possibly be fatal to the patient. The pharmacist is going to be liable in the event this takes place, so success in the previous steps is crucial. CVS will face a lawsuit, and pharmacists can lose their licenses when these incidents occur. QT is the triage queue where prescriptions initially arrive. Electronic prescriptions are sent from the doctor's office directly to this queue to be reviewed and processed. Technicians and pharmacists both perform this job. In addition to processing new prescriptions, QT has multiple uses like resolving insurance rejections, out-of-stock inventory, and refill requests. RTS or return to stock is a list of medications that either the customer requested to be put back into stock or did not pick up