Pharmacy Technician Structured Interview

Jieying Dong, Hart Snowden, Wanqing Tang, Zhiyuan Zhang

MGT 451-001

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Job Analysis

A: Introduction:

The purpose of this document is to create a structured interview for the position of

Pharmacy Technician within the CVS organization. Data for job analysis and KSA’s were

gathered from questionnaires and interviews administered to current pharmacy technicians and

pharmacists within CVS as well as from prior knowledge of the job supplied by one of the

authors and the O*NET electronic database.

B: Task generation worksheets to follow.

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C. Summary of essential job tasks

While there are many tasks for the pharmacy technician position which are essential for

litigious reasons or otherwise, some are performed much more frequently and with more

immediate time constraints. Essential tasks which are performed frequently and with immediate

time constraints include using a counting tray and spatula to manually count out medications,

organizing and retrieving pill bottles, and using the computer systems to process customers

dropping off medications.

Pill counting is the most representative task of pharmacy technicians as it is the most

frequently performed and if not done with accuracy and alacrity can negatively affect many other

processes in the pharmacy. Inaccurate pill counting can lead to the pharmacist rejecting the count

and sending it back to be recounted, wasting time and disrupting the flow of effort. Retrieval,

replacement, and organization of medication bottles can similarly affect many other processes by

either over-cluttering the production area or creating confusion when not replaced properly. The

tasks associated with accepting new prescriptions from new and current customers,

organizationally referred to as “drop-off,” must also be performed frequently with a large

potential impact on other tasks. Technicians must verify customers’ medication, personal

information, insurance information, and the in-stock status of the medication with a degree of

quickness which will not impact the timely completion of other essential job tasks. Additionally,

minor mistakes at this point in the process can create major problems with insurance rejections

and incorrect pill strengths, counts, etc.

D: KSA generation worksheets to follow.

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E. Summary of critical KSA’s

The critical KSA’s of a pharmacy technician are those which are used the most frequently

and are the most difficult to teach. For example, while alphanumeric filing skills are essential to

smoothly performing the tasks required of a pharmacy technician, different organizations will

have slightly different methods of filing and therefore the applicant will always need to acquire

some degree of knowledge on the job. KSA’s which are essential to pharmacy technicians and

cannot be easily acquired on the job include mental mathematics ability, manual dexterity ability,

arm-hand steadiness ability, time management ability, critical thinking ability, perceptual speed

ability, social perceptiveness, coordination skills, and the ability to prioritize tasks.

Manual dexterity, arm-hand steadiness, and perceptual speed are all necessary to perform

the various dexterous tasks within the pharmacy including the minutiae of counting out

medication and the deft manipulation of bottles. While these habits can be learned on the job

through practice, it is necessary for applicants to have a basic level of dexterity to build upon.

Mental mathematics, critical thinking, and perceptual speed abilities are essential for the various

tasks associated with accepting new prescriptions. If not done with speed and accuracy, new

prescriptions have the greatest potential to slow down the other processes within the pharmacy

by consuming the most time. Minor errors made while inputting information into the database

can create major problems down the production line. Time management and prioritization skills

are necessary to complete essential tasks in timely manners while social perceptiveness and

coordination skills are necessary to effectively work as a team within the pharmacy.

F: Job matrix to follow.

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Tasks KSAO’SSpecific Task Task

DimensionsImportance (% time Spent)

Nature Importance (1-3 Scale)

1. Count medications using a counting tray and spatula to be filled as prioritized by the production que or pharmacist.2. Retrieve pill bottles from shelves to be used when counting out medication for the production que.3. Replace pill bottles used during the counting of medication for the production que.4. Organize pill bottles and utensils on countertop while counting out multiple prescriptions for production.5. Reconstitute powdered medication as prioritized by the production que utilizing the reconstitution machine or pharmacist.6. Verify medication visually and using computer scanner.

A. Production

A. Production

A. Production

A. Production

A. Production

50% 1. Skills in coordinating with others.2. Ability to order information or actions under a specific set of criteria3. Ability to quickly perceive differences among sets of information.4. Ability to steadily maneuver the arm and hand.5. Ability to distinguish among similar shades of color.6. Ability to utilize fine motor skills to manipulate objects of various sizes.7. Ability to prioritize tasks based on contextual criteria.8. Ability to developing positive work-relationships with peers and supervisors.9. Ability to focus on a single task over time without losing focus.10. Ability to use logic and reasoning to identify strengths and weaknesses of various solutions to problems.

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7. Greet customer at register and verify identity by inputting customer name and date of birth into register.8. Retrieve customer’s medication from the waiting bin (organized alphabetically)9. Counsel patient on legally allowable topics (how to take the medication, how often, etc.)10. Verify customer’s reward card membership status.11. Accept payment from customers at Point of Sale terminal.

B. Pick-Up

B. Pick-Up

B. Pick-Up

B. Pick-Up

B. Pick-Up

25% 11. Ability to speak and understand the English language fluently.12. Knowledge of what topics can and cannot be legally discussed with customers.13. Skills in various facets of customer service and interaction.14. Ability to speak clearly and concisely using both English and Latin Phonics.15. Skills in being aware of others’ reactions understanding the reasoning behind the reactions.

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12. Greet customer at drop-off including salutations and query of prior-fill status.12. Use computer system to verify patient identity, known drug allergies, medication profile, and insurance information.14. Use computer system to create profiles for first-time patients including input of drug allergies and personal information (name, DOB, address, insurance information).15. Use computer system to enter new prescription information including medication, strength, days supply, etc.16. Use computer system to verify medication successfully ran through insurance.17. Verify medication stock with computer system or visually as needed.

C. Drop-Off

C. Drop-Off

C. Drop-Off

C. Drop-Off

C. Drop-Off

C. Drop-Off

20% 16. Ability to perform simple arithmetic and geometric calculations quickly and accurately.17. Skills in understanding written sentences and paragraphs both typed and handwritten.18. Skills in entering data quickly and accurately into databases.19. Knowledge of general pharmaceutical including brand names of common generic medications.20. Ability to quickly select correct mathematical formulas and methods to solve problems.21. Ability to apply general rules to specific problems given different contexts.22. Ability to accurately perform simple mathematic operations mentally.23. Skills in computer use and typing.

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18. Disinfect and clean production countertop including use of alcohol solution to disinfect and clearing of clutter (pill bottles, spatulas, trays, markers, etc.)19. Disinfect utensils using sterile alcohol solution and paper towels.20. Make phone calls to customers to ask if they would like to refill medications not set to automatically refill.21. Make phone calls to customers regarding continuation of prescriptions out of refills.22. Make phone calls to customers reminding them to pick up medications in the waiting bin.23. Separate prescriptions into control and non-control to be subsequently filed separately by

D. Clerical

D. Clerical

D. Clerical

D. Clerical

D. Clerical

D. Clerical

5%

5%

24. Skills in making reasonable decisions under various pressures and constraints.25. Skills in clerical tasks including record keeping and alphanumeric filing.26. Skills in organizing documents, office supplies, equipment, etc. under various contextual requirements.27. Knowledge of how to identify and handle protected health information under HIPAA guidelines

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prescription number.24. Fold prescriptions to be subsequently filed by RX number.25. File prescriptions numerically into drawers divided into control and non-control.26. Check medication on shelves to verify expiration dates.27. Receive customer phone calls and answer legally acceptable questions after using date of birth to verify identity.28. Dispose of non-personal health information waste in dumpsters in backroom.29. Dispose of personal health information waste in CINTAS collection bins in backroom30. Clean non-production counter tops including disinfection and organization of clutter (pens, paper clips, loose paper).

D. Clerical

D. Clerical

D. Clerical

D. Clerical

D. Clerical

D. Clerical

D. Clerical

Job Context: Indoors, business cloths, mostly standing and some walking, minor chemical, environmental, and biological hazards using cleaning solutions and lifting boxes in excess of fifteen pounds and exposure to individuals with infectious diseases.

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G. Job description.

Summary:

The primary functions of the pharmacy technician include facilitation of the various clinical and commercial functions of a retail pharmacy ranging from the counting and reconstituting of medications to disposing of personal health information under precedents established by various federal and state initiatives including HIPAA. Pharmacy technicians must also utilize point of sale terminals to assist customers in purchasing commercial and pharmaceutical materials as well as assist the presiding pharmacist in various clinical and clerical endeavors.

Essential job tasks include:

Use of a counting tray and spatula to manually count medications as prioritized by the computer system or pharmacist.

Retrieval, Replacement, and organization of pill bottles organized alphabetically and by NDC.

Use of computer systems to create, verify, and maintain patient medical and personal information profiles.

Perform simple arithmetic and geometric operations to calculate days supply, convert metric to empirical, etc. while under immediate time constraints.

Make and receive phone calls from patients under various legal and contextual situations. Manage protected information under established legal guidelines.

Essential Knowledge, Skills, and Abilities: The ability to quickly perceive differences among sets of numeric and letter information. The ability to focus on a single task over time without losing focus. Skills in various facets of customer service and interaction including the handling of

occasionally irate customers. The ability to quickly select the correct mathematical formulas and methods to solve

various problems. Skills in entering data quickly and accurately into databases. The ability to accurately perform simple mathematic operations mentally. The ability to make reasonable decisions under various pressures and constraints. The ability to utilize fine motor skills to manipulate objects of various sizes. Knowledge of how to identify and handle protected health information under HIPAA guidelines.

Structured Interview to Follow.