Pharmacy Technician Flashcards

How do I search for a patient in McKesson?

Press F3. Enter Date of Birth (best), then last name and first name. You can also use phone number or Rx number if you have it.

What does 'TX Notes' or 'Rx Notes' mean?

The Transaction Notes. A running log of everything that happened to that prescription — why it was cancelled, when a refill request was sent, insurance calls, patient requests. Always check this before asking for help.

What does 'Ready' status mean?

The prescription is filled, bagged, and sitting in the Will Call bin. Grab it, verify the patient's name and date of birth, and ring it up.

What does 'Cancelled' status mean, and what's the first thing I do?

Something stopped the prescription from being completed. Do not immediately say 'It's cancelled.' Instead, say: 'Let me look at the details so I give you the right answer.' Then open the prescription and check the TX Notes for the reason.

What does 'On Hold' status mean?

The prescription is in the system but not actively being filled. Often the patient asked us to wait, or there's a pending insurance issue. Check notes. Usually you say: 'Would you like me to get this ready? It'll take about 15–20 minutes.'

What does 'In Process' status mean?

It's actively being counted, verified, or waiting for the pharmacist's final check. Tell the patient: 'That one is being finished up right now. It should be ready shortly. We'll call you.'

What does 'Expired' status mean?

The prescription is too old (usually >1 year from the written date). You need a new one from the doctor. Say: 'This one has expired. We can send a request to your doctor for a new prescription.'

What does 'No Refills' status mean?

The number of authorized refills has reached zero. Offer: 'You're out of refills. I can send a refill request to your doctor right now. It usually takes 24–48 hours.'

What does 'Transferred Out' mean?

The patient asked us to move this prescription to another pharmacy. It's no longer active here. Say: 'It looks like this was transferred to another pharmacy. If you want to bring it back, we can call them.'

How do I check if a patient has refills remaining?

Pull up their profile with F3, find the specific prescription, and look for the 'Refills' or 'Refills Remaining' field. If it's zero or blank, they're out.

What's the simple formula for the 'Refill Too Soon' rule?

Last Fill Date + Days Supply – 7 Days = Earliest Refill Date. Most insurances let you refill up to a week before the medication runs out.

If a patient got 90 tablets with directions 'Take 1 tablet 3 times daily,' what's the Days Supply?

30 days. (90 tablets ÷ 3 tablets per day). Do not confuse the quantity (90) with the days supply. This is a common trap.

When a patient asks 'Can I refill this?', what's the actual step I should take in McKesson?

Don't do math in your head. Just hit the Refill button. The system will automatically adjudicate and tell you if it's Paid, Refill Too Soon, Expired, etc. Then you read the result to the patient.

What do I say if the insurance says 'Refill Too Soon'?

Your insurance won't cover it yet because it's too early. Based on your last fill, you can refill on or after [give the exact date from the rejection message].

What if a patient says they finished their medicine early, like they took extra or lost some?

Don't promise an override. Say: 'I understand. Let me get the pharmacist. Sometimes they can do an override, but I'll need them to look at it.' This is a clinical decision, not a tech one.

What's the difference between 'No Refills' and 'Expired'?

No Refills = the authorized refills are used up, but the prescription may still be within its valid time frame (often 1 year). Expired = the prescription itself is too old (past 1 year) and can't be refilled at all without a new Rx from the doctor.

What does a 'Prior Authorization (PA) Required' rejection mean?

The insurance company needs the doctor to justify why this medication is needed before they'll pay. Tell the patient: 'Your insurance is asking for a prior authorization. We've sent a notice to your doctor. It can take a few days, and calling your doctor yourself can often speed it up.'

What does 'NDC Not Covered' or 'Non-Formulary' mean?

The insurance doesn't cover that specific version or brand of the drug. Say: 'Your insurance doesn't cover this particular version. Let me check with the pharmacist to see if there's an alternative they can switch to.'

What does 'Days Supply Exceeded' mean?

The amount prescribed (e.g., a 90-day supply) exceeds the insurance's maximum limit (e.g., they only cover 30 days at a time). Flag for the pharmacist.

What does 'Max Attempts Exceeded' mean?

The claim has been submitted and rejected too many times. Usually needs a reversal and resubmission. Flag for a senior tech or pharmacist; you won't handle this alone.

BID

Twice a day.

TID

Three times a day.

QID

Four times a day.

PRN

As needed.

QD

Once daily. (Careful — looks like QID.)

PO

By mouth.

NDC

National Drug Code — the unique number that identifies every drug and package size. McKesson uses this to pull up the exact medication.

DAW

Dispense As Written. A code (e.g., DAW 1) that means 'do not substitute with a generic.' The pharmacist or tech sets this during data entry.

SIG

The directions for the patient, e.g., 'Take 1 tablet by mouth twice daily.'

What is a Pharmacy Clerk allowed to do?

Register only. Cannot legally touch or dispense medications. This was your original job code when you started in the pharmacy.

What is a Discretionary Pharmacy Technician?

A limited-scope Publix role that allows you to perform basic tech duties (like releasing and dispensing) under direct pharmacist supervision while you work toward state registration. This is the recent code change you got.

What is a Registered Pharmacy Technician (RPhT)?

A state-licensed tech who can perform full tech duties (data entry, counting, etc.). Requires an application with the Florida Board of Pharmacy and completion of an approved training program. No national exam required.

What is a Certified Pharmacy Technician (CPhT)?

A nationally certified tech who has passed the PTCE (or equivalent exam). This unlocks the highest pay ceiling. Jason told you to 'think bigger' — this is the path to $25/hour.

What is the pay difference between Registered vs. Certified?

Registered techs get about $1–$2 more than a clerk ($15.50–$17.50 range). Certified techs get an additional $2–$4+ bump, putting them at $18–$22+, eventually reaching $25 with experience. This is the long-term goal.

Why couldn't I get my McKesson login credentials even after the code change?

You still have the front-end job code attached to your profile. The system blocks pharmacy system access for anyone coded as a front-end associate. You need the front-end code fully removed.

What is the golden phrase to buy time when I don't know why an Rx is cancelled?

'Let me pull up the details on this one so I give you the right information. One moment.'

Where do I look for the cancellation reason?

In the prescription details, look for TX Notes, a comment field, or a status description. Common notes: 'Per patient request,' 'Duplicate Rx,' 'No refills,' 'Transferred out,' 'Prior auth needed.'

If I can't find the reason in 15 seconds, what do I say to the patient?

'I want to make sure I get this right for you. Let me grab the pharmacist. It'll just be a minute.'

If a patient asks why their Rx is cancelled and the note says 'Per patient request,' what do I say?

'It looks like someone called and asked us to cancel this one. Was that you? We can absolutely refill it now if you need it.'

If the note says 'Prior Authorization Needed,' what do I say?

'Your insurance needs extra information from your doctor before they'll cover this. We've sent them a notification. Calling your doctor's office to nudge them can often speed it up.'

If the note says 'Duplicate Rx,' what do I say?

'It looks like there was a duplicate. Let me find the active one that's ready for you.'

What are the five main stages of a prescription's journey in McKesson?

Data Entry → Adjudication (Insurance) → Fill (Dispensing) → Verification (Pharmacist Check) → Pickup (POS).

What happens during Data Entry?

A technician enters or verifies the drug (NDC), directions (Sig), quantity, days supply, prescriber, and patient info.

What does Adjudication mean?

Sending the claim to the patient's insurance to see if they will pay. It returns as Paid, Rejected, or Paid with DUR.

What is the Fill stage?

Printing the label, counting or pouring the medication, labeling the bottle, and placing it in the pharmacist's checking area.

What is the Verification step and who does it?

The pharmacist (RPh) performs the final check: correct drug, directions, quantity, interactions, and patient info. Only the pharmacist can verify.

What does it mean when an Rx is 'Paid with DUR'?

Insurance will pay, but the system flagged a Drug Utilization Review warning (interaction, high dose, allergy, duplicate). The pharmacist must review and resolve it before filling.

What is the Adjudication Queue?

The list of prescriptions that need insurance issues resolved — rejections, prior auths, DURs, etc. Techs work this queue to fix problems.

What is the Fill Queue or Work Queue?

Prescriptions that have been paid and are waiting to be counted and filled by a technician.

What two identifiers must you verify at Pickup?

Patient name and date of birth, at minimum. Always confirm verbally — do not just show the bag and let them grab it.

What do you do if a claim rejects for 'Prior Authorization' during adjudication?

Check TX Notes to see if it's already been initiated. If not, start the PA process (often by faxing/electronically notifying the prescriber). Tell the patient it can take a few days and that they can call their doctor to speed it up.

What is a 'batch fill'?

Processing multiple refills at once during a slower period so they are ready before the patient arrives.

Can a technician take a new verbal prescription from a doctor over the phone?

Policies vary by state and chain. In many places, only a pharmacist or intern can take new verbals; techs usually focus on data entry and refill requests. When in doubt, pass the call to the pharmacist.

What does CBT stand for, and why is it important?

Computer-Based Training. Required modules that teach pharmacy policies, legal rules, and safety before you can fully perform certain tasks. You must complete them on company computers.

What is the one thing Jason told you to master first before moving on to major tasks?

The register and the system basics — pull up patients, understand statuses, handle refills and pickups — before advancing to data entry.

What is the 7-day rule for refills?

Most insurances will allow a refill up to 7 days before the patient runs out, based on the last fill date and days supply.

What does it mean to 'reverse and resubmit' a claim?

When a claim needs to be cancelled in the system and sent again to correct an error. This is usually done by a more experienced tech or pharmacist.

What is the most important thing to remember when you feel like a burden for asking questions?

Asking questions is part of training and prevents medication errors. Every tech started where you are now. Jason expects you to ask.

What is Central Fill?

A central location that processes large volumes of maintenance medications for many Publix stores. They are filled off‑site, delivered to the store, and then placed in the Will Call bin. They usually appear in McKesson with a specific status.

What does FOA or Waiter mean?

Filled on Arrival / Wait to Pick Up. A prescription that the patient drops off and waits for in the store. It is given top priority in the workflow and processed immediately, ahead of batch refills.

What is a DUR (Drug Utilization Review)?

A safety check where McKesson flags a potential issue: drug‑drug interaction, allergy, duplicate therapy, high dose, etc. The pharmacist must review and resolve the DUR before the prescription can be filled.

What does it mean to "Reversal" a claim?

Reversing (cancelling) an adjudicated claim so it can be resubmitted correctly — for example, to fix a days supply error or change the drug. This is typically done by a senior tech or pharmacist.

What is the Waiting Bin / Will Call?

The physical shelving where filled, verified prescriptions are stored alphabetically by patient name, waiting for pickup. Always check the bag label against the patient's DOB before handing it over.

What is an Autofill?

A program that automatically refills maintenance medications before the patient runs out, so they are ready when the patient arrives. The system schedules them based on last fill + days supply.

What is a Partial Fill?

When the pharmacy does not have enough stock to fill the full quantity. The patient receives a portion now, and the remainder is filled once stock arrives. The remainder is often labelled "Partial Fill Owed."

What is a Cycle Count?

A regular inventory check where techs count specific sections of the pharmacy shelves to ensure the on‑hand quantities match what McKesson says. It helps prevent out‑of‑stocks and discrepancies.

What is the difference between a Stock Bottle and Unit Dose?

Stock bottle: a bulk container (e.g., 100‑count bottle) that the pharmacy keeps on the shelf for filling prescriptions. Unit Dose: individually sealed single‑dose packages, often used in hospitals or for specific compliance packaging.

What does "Out of Stock" mean for a prescription?

The pharmacy does not currently have enough of that medication to fill the prescription. The tech must mark it as OOS and order it; the patient is often given a partial fill or told when it will arrive.

What is the CII Safe?

A locked, double‑secured cabinet or safe where Schedule II controlled substances (e.g., Adderall, Oxycodone) are stored. CII inventory is strictly tracked, and only authorized personnel access it.

What is an Expired Prescription?

A prescription that is past its legal life — usually 1 year from the written date for non‑controlled drugs, or 6 months for controlled substances. It cannot be refilled; the patient needs a new Rx from their doctor.

What does "Wait for Pharmacist" mean when the register prompts it?

A hard stop at pickup that requires the pharmacist to speak with the patient before the sale can continue. Often due to a DUR warning, a new medication, or a mandatory consultation. Do not override; call the pharmacist immediately.

What is a Ready‑Fill?

Similar to Autofill. The system pre‑fills upcoming refills during slow periods so that they are ready and waiting in the bin when the patient comes in. This is part of proactive workflow management.

What does "Dispense as Written (DAW 1)" mean?

The prescriber has indicated that the brand‑name medication must be dispensed and no generic substitution is allowed. Insurance may charge a higher copay. The DAW code is set during data entry.

What is a "Third‑Party Rejection"?

An insurance company (third‑party payer) refused to cover the claim for a specific reason (e.g., Prior Auth, Not Covered, Refill Too Soon). The rejection message must be read carefully and the issue resolved before filling.