When To Call Your Pharmacist

Objectives

• Learn pharmacist functions and duties
• Efficiently triage calls and emails to appropriate teams and stages

Pharmacist Duties

• Verifying orders in DUR/PV1, PV2, Entry, CRE, Userhold
• Counseling patients
• Consulting with prescribers and transcribing medication orders
• Assisting technicians and peers with questions

Untitled Slide

Acronym universe

• RPH=Pharmacist
• WFP=Wait for Payment
• INS=Insurance
• PCC=Patient Care Coordinator
• CRE=Clinical Referral Escalation
• AE=Adverse Event
• PFS=Patient Financial Services
• PCS=Patient Care Specialists

DUR/PV1

Entry

Activities

Rx Transfer Notes

PCC Stage

PCC Stage

Read Critical Notes

Who Owns This Stage

determining when to call a pharmacist

• Gather information-is the caller requesting a pharmacist, if so, why?
• Dose Change Consult IF required by state (Pharm 98) in PCC Stage only
• Initial consultation and patient accepts transfer to Rph (required by site 98)
• Gocovri initial and 2nd fill calls (Trade Call required by manufacturer)

determining when to contact a pharmacist

• REMS counseling required: Revlimid, Pomalyst, Thalomid (Celgene drugs), Tracleer, Opsumit females, Letairis FRP

transfer to rph: yes or no?

patient needs a transfer to cvs pharmacy

Patient was supposed to get her medication 2 days ago but it just arrived today and she is concerned about the stability.

Did we receive a patient prescription in images?

the referral is in intake prep and may need a pa. patient has copay questions.

nurse wants to provide a diagnosis code.

another pharmacy wants to transfer a prescription in for a brand new patient.

patient no longer wants his order and cannot afford it. it is about to be released from the pcc stage to the order stage.

fertility patient wants to change the quantity on an order.

patient is dissatisfied, wants his prescription transferred to another competitor.

patient wants to see if she can pick up her prescription from a local walgreens.

it is past cutoff time but patient insists she needs her medication tomorrow. she won't miss a dose but is upset.

patient is switching from enbrel to humira and sounds unsure of how to take medicine.

patient did not receive supplies on last order.

Patient wants a specific generic manufacturer.

medication is not in stock/order will not drop

any questions?