Walgreens Intercom plus info updated

How to scan in paper prescriptions scripts (slips of paper with handwritten prescription)

1. Look up patient by DOB pressing F9 (Patient Entry)
2. Make sure all patient info is on script
( F+L name, DOB, doctor and office location[must be circled] )
** If a control( addictive meds which will have quantity written out ex "30# thirty" MUST have address written on it AND look up to make sure they are not getting a refill too soon AND if waiting ask the pharmacist if the drug is available.
3. Ask what time they would like to pick it up
(waiting, later today or tomorrow)
**F WAITING MAKE SURE TO TYPE IT ASAP, SINCE THEY WILL NO LONGER COME UP AS WAITERS AFTER LIKE 20 MINS OF BEING IN THE SYSTEM!!!
4. place script upside down with blank side facing you and hit start scanning (alt t) once scanned select stop scanning (alt g)
5. type up prescriptions asap since some might be waiters

How to know the status and where a prescription is when it is not "ready"

1. "reviewed" means it must be printed
2. "entered" means the pharmacist has to look over it ( if this is the case and the customer is waiting, make sure to press waiting at the bottom of the F2 screen and let pharmacist know that they are waiting)
3. "filled" in a blue tote
5. if it is verified it will be in the bins

How to change manufacturer on a prescription

1. F2 (work queue) enter patient name
2. Options (at the top) and scroll down to change manufacturer
3. Scroll through NDCs that pop up and pick the one you want to change it to
4. Press enter and the leaflet should reprint

how to add insurance to a patient profile

1. ask for insurance card when medication price ends in .99 or when it is crazy expensive, or when they ask you to
2. Look up patient and go to patient information
3. 3rd party apps
4. click unassigned plan and enter BIN then hit enter then enter PCN
5. Usually it is the first one, if not look through the insurance and find one that makes sense (aka if one says puerto rico, or workers comp, then do not use that one)
6. enter DOB, ID, add group # and person code and make sure you change it to their primary plan aka click Y
7. save
8. Make sure it goes through by updating rx (go back to F2 hit update rx and when the screen with the scanned script pop ups go down to "Pay" and scroll for the new insurance) then reprint new leaflet thingy.
9. if it does not go through or comes up as a TPR or doesn't work and you do not know what to do ask an experienced tech.

How to print tax scripts for patients

1. Exit intercom plus and go to Pharmacy managment
2. open store reports at the top then ask for ID and look them up (can only get tax scripts for themselves or their kids under 18)
4. enter time period for year (aka 01/01/18-12/31/18)
5. print and give it to them

How to do a partial fill

1. Look up patient in work queue (F2)
2. Go to patient( at the top) and scroll down to partial fill
3. Make sure patient is dispensed a 5 day supply
4. Type in remaining quantity(amount you have - 5 day supply)
5. Press enter
6. Rip up old leaflet and place it next to the scanners with medication in bottle on top
7. when the new leaflet prints make sure to write the total price of the medication from the ripped leaflet at the top of the new one and let the patient know it was partially filled.

WCB

Will Call Back: the prescriber will return the call

RMD

Recall Medical Doctor: call the prescriber back later

DUR

Drug Utilization Review: A patient drug usage problem is found

DRE

Data Review Error: The Pharmacist found an error with the RX entry info

TPR

Third Party Reject: An insurance coverage problem is found

CMD

Call Medical Doctor: A Rx marked for prescriber authorization

RTS

Refill Too Soon: a patient refill request is sooner than the plan allows
If the refill can only happen later than 7 days from current date
1. click Rx entry
2. delete to stored

OOS

Out of Stock: The Pharmacy is completely out of stock of a medication 1. make sure to order the medication for tomorrow or let the tech ordering it, know that it is OOS. Offer to call other stores to see if they have it

PFL

Partial Fill: there isn't enough of a medication to completely fill a prescription

MSC

Miscellaneous: used when no other exception type applies

MULT

Multiple: more than one exception is attached to a prescription

CMD, WCB, and RMD Exceptions

explain to the patient that we need to contact their prescriber before they can pick up their prescription. Let them know that we sent a request for the prescriber to call us back about more refills. Offer to call the prescriber while they wait

Denied status

Explain that the patient's doctor did not approve additional refills and ask the patient if they would like to speak with the Pharmacist

DUR Exceptions

Inform the patient that the Pharmacist needs to speak with them and ask them to step over to the Consultation window
MAKE sure to look at comments before notifying pharmacist)

TPR Exceptions

Explain that the patient's insurance rejected their prescription and ask them for their insurance card to verify that the correct information is on file.
1. If it says 3mL exceeds days supply, then hit update Rx and do the math to make sure the med is covered by insurance
2. Do not change directions and NEVER change quantity only quantity dispensed bc thats illegal and I'm too young for jail ;)

How to ring up prescriptions ready to pick up (register stuff)

1. ask for last name, look up first 3 letters in F2(work queue)
2. Always ask for 1st name and then scroll down to find it
3. If it says "ready" look at bin # and go to corresponding bin to get it
4. ring it up, making sure to pay attention whether it is a refill, copy or new-e (it will say so on the leaflet stapled to bag beneath price)
5. Ask for patients last 4 phone # digits that they must key into credit card pad thing ( if they do not know #s ask for them to confirm address on leaflet and then press verified)
ask for rewards card
6. If meds require a pharmacist to scan MAKE SURE to look up whether it is a new prescription and to let pharmacist know
to do this
a) press profile central for patient and look through list of medication to see if they have had it before
7. They get a free bag with any prescription pickup
8. If they have a coupon it must be put in like you would insurance (note* some can only be used with insurance, some only without) .
9. If the price ends in .99 or it does not have insurance at the top ask the patient if they have insurance.

To refill a prescription that people may hand to you or call you for

1. press F6(refill button), enter prescription #
2. alt-f select pickup time after confirming info
3. cancel button when finished
4. create exception if Third party button turns red
If you are unable to fill it using the number or they do not have the prescription # then make sure to go through F9 to get it filled.
5. KNOW ur controls bc those may be filled only up to 2 days early (i belive, might only be C-1,3,4)
6. Controls can only be filled 5 times within 6 months, then the Doc has to do stuff to get them refills.

Exceptions comments

CMD-Call Medical Doctor: A Rx marked for prescriber authorization
RMD- the Doctor will call back
RTS- refill too soon
MUlT- multiple problems ask an experienced tech to help

Totes and Waiters

1. Blue totes are for regular prescriptions
2. red totes are for waiters and must be filled ASAP ( On the back of the leaflets there will be "WAITING" typed so fill those asap or if you are busy get the medication and the leaflet put it in a red tote and leave it for another tech to do while you help with the line.
3. On intercom plus at the top where it shows the phlomometer where it says FILL: if it is green that means there is a waiter GET THOSE DONE!

Prior Authorization request

May have to send these when a TPR appears .
1. click exceptions, update Rx .
2. click 5 fax button along the top
3. select send fax, you can also add a comment (PA sent (insert date) .
4. can also do the same thing for a refill request just scroll down to refill request instead of prior authorization

How to create an OOS exception

1. Look up patient on F2. 2. Go to exceptions
3. Click options at the top and click create OOS
4. make sure to let the senior tech or whoever is placing the order for OOS, know that we need that medication.
5. Let the patient know the medication can be at the pharmacy by tomorrow, or if they need it by today we can call other walgreens' to check if they have it in stock.

For Emergency Supply

When the refill is too soon but they need medication so the pharmacist will give them some pills to get them by
1 Let the pharmacist know the patient needs an emergency supply.
2. MAKE sure to ask them to VERIFY address before handing it over.

Reviewed but unable to print

If it says "90D" on F2 then you have to go to exceptions and remove 90D probably by clicking along the top somewhere. 1. go to exceptions , hit resolve 90D, excep (im still a bit unclear about this)

what to do if you forget a patient's name, but, you remember the drug

1. F2 2. control g ( list with the drug will pop up, and you can then scroll until you see it [hopefully])

Generic Substitute when typing scripts

1. If a script says, can use a generic substitute change it because it will usually be cheaper.
1.5 after typing in drug hit Y for substitute
2. If the script says DAW or says may not substitute then, that means the prescriber wants the patient to receive the brand name. and even if patient wants the generic the doc prescribed for the brand.

How to determine when a prescription is at another store

1. Go to their profile central after looking patient up on F9 via BD and last name
2. Look at store number (one of the first columns on the central profile screen)
3. Click on drug and then click on history to see if it was filled or not.
4. Idk what to do if they want to pick it up in your store after it has already been filled at the other store. (Ill ask and fix it l8er)

Phone Calls

Usually patients calling about refills or if you have to call another pharmacy because you are out of stock for a med, and patient needs it today.
1. To pickup phone just press pickup, and pick it up "Hi Walgreens pharmacy how can I help?"
2. If you need help because you do not know what the patient needs ask someone else and PARK the call, remembering which line the person is on.
3. When calling other stores dial 78 + 5 digit store code or if it is 4 digs add a 0 in front + 223 ,4. Then ask "hey do you have amoxicillin 500mg? or whatever medication the patient needs, then transfer the patient over to them(idk how to do that)

How to look for a patient's insurance when they do not have their card with them or are not physically there.

1. Go to information (by looking them up on F2, F9 or if you are typing their script)
2. Go to third party tab
3. click plan unassigned and put FINDINS into the first space, then put their birthdate into recipient ID, hit enter
4. stuff should pop up and then scroll through until you see it (use logic or ask a tech if you do not know)
5. Make sure it goes through by updating Rx and clicking the plan or findins in the pay section. 6. OK so like sometimes it will still appear as a TPR and when you click exceptions, update Rx there will appear a ton of random numbers BUT also will appear the BIN, PCN, ID so print that sheet out and go back to information--> 3rd party----> and put the stuff in like you would insurance.

what to do when patient is deceased and will no longer be in the system

1. Sorry for the patient's loss , enter the deceased BD in F9
2. click information
3. click additional info
4. for deceased change it to a Y

If patient has questions about medication

1. Always get the pharmacist
2. If its something like "is that the one for high blood pressure?"
3. go to F2, details, drug education (look up drug somewhere)

if a drug is not appearing when you type scripts

1. before asking someone if we have it, look it up on F10 (drug inquiry) and search for it in that location, if you don't find it ask
2. if yes, locate it within the store and then enter the NDC into
drug: _________

How to request a refill (when patient has no more left)

1. look up on F9, central
2. Click refill and put it through
3. Look up on F2 and it should have a "WCB"
(i dont really remember this so ill fix it later when I ask)

When people do want a prescription (like if you ring them up but, they don't want one of them bc its too expensive or they no longer need it etc)

1. Look up the patient in F2(work que) and the prescription
2. Go to Options at the top
3. Hit delete, then delete to stored (I dont really remember so Ill ask to make sure) 4. For the medication (get it from the bins or wherever) Throw away the prescription leaflet, and use black crayon to cross out patient name, rx number and barcode 5. put the medication next to or infront of the original bottle (if you know/can find the correct medication then use a rubber band to put it back .

What to do when another store calls asking if we have a certain medication

1. Look up medication on F10
2. Select "details" and look at the location
3. Go look for it in its respective location (it will say liquid, refrigerator etc), if you find it let the other Walgreens know

Questions I need to ask

1. How do I transfer a patient info to another Walgreens . YOU MUST MAKE SURE THE MEDICATION IS TRANSFERRABLE, THAT THE OTHER WALGREENS HAS THE MEDICATION, AND THEN GIVE THEM THE RX #
2. What do I do when someone asks yo get a vaccination? ASK THEM FOR THEIR NAME, THEN CHECK THE LIST TO SEE IF ITS ON THERE (IDK WHAT TO DO AFTER THAT ). If they want to get the vaccine print out their info from the F9 screen and add it to the pile, while also doing stuff in storenet.
3. What do I do when someone calls saying they no longer need a medication . GO TO THEIR PROFILE THROUGH F9, SELECT THE MEDICATION, CLICK CLOSE RX AND CHOOSE ONE OF THE REASONS EITHER CLOSED BY PATIENT OR CLOSED BY PRESCRIBER
4. How do I put someone on auto refill or take them off of it I THINK U CAN DO THAT THROUGH THEIR CENTRAL PROFILE, yes it will take u to storenet and then u should know what to do
5.

What to do when someone is unable to get a prescription due to a TPR and it is not RTS, or anything you can change.

Offer to either ask the pharmacist for an emergency supply, or tell them they can get the medication but, insurance will not cover it so they would have to pay full price.

Putting in a coupon

1. Put coupons in like you would insurance, if it is a Good Rx or says something like "80% off of your prescription" do not do the COB thing 2. After putting the coupon in go to Update Rx, payment and select the coupon.
3. If the coupon is not like those described in step 1, then click custom payment on the rx entry screen and COB "y"

What to do when Insurance or COB does not cover PFL

manual way to do it
1. Reprint the patient leaflet so you have 2 and write "gave ____(amount)_ owe ______(remaining amount) at no charge
2. Let the tech doing the order know we need to order more of the stuff, and leave the extra leaflet with the medication bottle on top of it by back computer
3. Let the customer know that they what happened when they come to pick up the prescription.

For new prescriptions that patients do not want bc of price or some other reason

1. Get to the rx entry page and hit Options ,save, save and leave the medication (usually as a TPR i think) DO not delete new prescriptions eveRRRR
4. Throw away leaflet and bag and put back med.

for refills that patient does not want bc of whatever

1. Delete to stored!!! always
2. If it does not give u that option then leave it bc u never delete stuff
throw away leaflet and put back med

accidentally scanned prescription twice

enter random pill like amoxicillin ( make sure pt isnt on amox) and put it through and then delete it on F2 work que

How to print more leaflets

1. Go to F2 Work que
2. click entered and all prescrips shoul pop up
3. scroll down to prescrips that say reviewed and have no exception like wcb, rmd tpr etc
4. highlight and hit print

how to put in vaccines

1. have to look up patient, on storenet somehow
2. Storenet - patient care-
3. IST fill out the information
4. For shingles is it the 1st or 2nd dose? how long ago?
5. form will print out. have them sign it
6. run the prescription and use major medical for the plan ID i beleive
ex. bcbsilmm
aarp- aarpm
medicare- immunpb

Filling of controlled substances

Schedule II can be hand written or computer generated but must be signed in ink by physicians with NO allowable refills.
1. BD, FL name and address must alway be on script before scanning
2. Make sure to look on their central profile when was the last time they got the prescription filled, as well as if they got brand or generic (especially for C II's)
3. If it is too early for a refill let the patient know and hand them back the script (i think we are not allowed to keep C II scripts but it may be all C I-IV)
4. Double count the pills and put initials on the bottle as well as sticking a label to the back of the script when it has been filled.

Misc for otc medication

1. F2- update rx
2. put it back on ins to get a tpr
3. go to tpr exceptions, options, view,
4 excep detail
5 rx entry, options, save, save

if someone drops off a prescription but just wants it saved to their profile

1. scan it in like a reg f1
2. Options save save
3. If it is for C III-IV , scan leaflet and enter ndc bit do not actually fill it, once you get the sticker place it on the back of the script and place it with pharm

What to delete from the F1

1. Transfer
2. Denials
3. anything that is not a prescription

How to type transfer prescriptions (usually on a yellow script paper)

1. Look up patient and scan in like any other script
2. do not type, instead hit options- open copy from competitor
3. then fill out the info (pharmacist, rx #, drug name, orig date for prescription etc)

If someone wants to have medication delivered

1. Make sure we have a method of payment so check in their info, addt'l info, look for a credit card
2. hit delivery button on bottom when you look it up on f2 I believe

When brand is covered but generic is not

after typing drug put "N" for substitute ( hit shift tab to move backwards

How to call the prescribers for wcb

1. go to F3 screen i think and then put the wcb in the all prescribers place or something
2. Call the prescriber number by