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Customer Service

TermDefinition
Kathy Kraisinger brings up her empty prescription bottle of hydrochlorothiazide 5 mg into the pharmacy for a refill on Saturday afternoon at 4 PM. No refills are indicated, and the physician's office is closed until Monday morning at 8 AM. What to do? Notify the pharmacist of the situation. Emergency supply may be provided for certain meds. Clearly explain to the patient that the office is closed and the pharmacy will follow up on Monday. Document the interaction.
You are entering a patient's prescription, and the claim is rejected with "INVALID ID NUMBER / INVALID GROUP NUMBER." How would you handle the situation? Verify the patient's card, confirm all the numbers & spelling then reprocess the claim. If rejection continues, contact the insurance help desk OR discuss temporary cash options.
Bill Kunze is picking up his prescription, and you notice a prescription for his wife has already been filled. What will you do and why? Must follow HIPPA guidelines and only release the wife's prescription if she is present or documented authorization exists.
Tom Dagit brings in a prescription for Dilaudid 2 mg #30 and the pharmacy is temporarily out of stock. What will you do and why? Inform the patient. Check nearby pharmacies or wholesaler availability and involve the pharmacist if alternates or prescriber contact are needed.
A prescription is rejected with "REFILL TOO SOON," and the patient is leaving on vacation tomorrow for 3 weeks. How would you handle the situation? Notify the pharmacist, explain the rejection to the patient and attempt the override. If denied, discuss acceptable alternatives Calling insurance usually would tell you to reprocess it to override..
A patient asks where she can find ibuprofen. What will you do and why? Take the patient to the OTC aisle to help and guide them or give them an aisle number if unable to leave the station. If they ask about the medication, grab the pharmacist.
What will you say when answering the pharmacy telephone? Answer the phone by identifying the pharmacy, stating your name and offering assistance.
A patient asks you to recommend an allergy medication. What would you do and why? Refer the patient to the pharmacist so the info comes from a license professional, ensuring patient safety.
A patient approaches the counter while the phone rings. How would you handle this situation? Acknowledge the patient at the counter first then manage the phone by placing it on Hold or answering after assisting the patient.
A patient does not speak English and neither staff member speaks Spanish. How would you handle this situation? Use approved interpreter services, translation tools or bilingual staff if available.
A prescription is rejected with "DRUG NOT ON FORMULARY." How would you handle this situation? Involve the pharmacist to check for formulary alternatives or prior authorization options. Then explain the situation to the patient.
It is Friday at 4 PM and 11 patients are waiting in line. How would you handle this situation? Notify the pharmacist so workflow adjustments can be made.
A woman asks what penicillin prescribed for her boyfriend is used to treat. What would you tell her? Politely explain that privacy laws prevent discussing another person's medication.
A student asks the difference between prescription and OTC medications. How would you explain this? Explain in simple terms that prescription meds require a doctors order due to strength/safety reasons. While OTC meds are self for self use when directions are followed.
A patient becomes upset when asked for ID to purchase pseudoephedrine. How would you handle this situation? Remain calm and explain that ID requirements are mandated by law and not by the store. Involve the pharmacist if necessary.
A patient appears upset after handing you a prescription for terminal illness. Would you demonstrate sympathy or empathy and why? Demonstrate empathy by acknowledging the patient's feelings respectfully without expressing personal emotions of pity. Maintain professional boundaries while showing care.
Created by: user-2017011
 

 



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