Certified Pharmacy Technician Workflow Map

In this article, we’ve created a starter Certified Pharmacy Technician Workflow Map that you can use to start planning out your product/service delivery and we’ve outlined a few examples of experiments that you can run in your Certified Pharmacy Technician role.

Ready to get started? Download the Workflow Map template or get in touch to discuss how a workflow coach could help you fast-track your business improvement.

Systems & Processes for Certified Pharmacy Technician

The path towards better systems and processes in your Certified Pharmacy Technician role starts with mapping out your most important business processes. Being able to see your business processes laid out visually helps you to collaborate with your team on how to improve and grow. By repeating this collaboration process, you’ll develop a culture of continuous improvement that leads to a growing business and streamlined systems and processes that increase customer & staff experience.

To help you start mapping out your processes, we’ve developed a sample flow for a Certified Pharmacy Technician Workflow Map that you can use with your team to start clarifying your processes and then run Business Experiments so you can build a better business.

Workflow Map For A Certified Pharmacy Technician

1. Prescription intake: Receive and verify prescription information from patients or healthcare providers.
2. Prescription processing: Enter prescription details into the pharmacy system, ensuring accuracy and completeness.
3. Medication dispensing: Retrieve and package the prescribed medication, following proper labeling and safety protocols.
4. Patient counseling: Provide information and instructions to patients regarding their medications, including dosage, administration, and potential side effects.
5. Insurance verification: Verify patient insurance coverage and process claims to ensure proper reimbursement.
6. Medication inventory management: Monitor and maintain appropriate stock levels of medications, including ordering and restocking as needed.
7. Medication compounding: Prepare specialized medications, such as creams, ointments, or intravenous solutions, according to specific prescriptions.
8. Medication reconciliation: Review and reconcile patients’ medication lists to identify any discrepancies or potential drug interactions.
9. Patient education: Offer guidance and education to patients on medication adherence, proper storage, and potential drug interactions.
10. Continuous improvement: Regularly review and assess pharmacy processes to identify areas for improvement, such as streamlining workflows, enhancing patient safety measures, or implementing new technologies

Business Growth & Improvement Experiments

1. Name: Implement an automated prescription refill reminder system
Description: Set up a system that sends automated reminders to patients when their prescription refills are due. This can be done through text messages, emails, or phone calls. The system should also allow patients to easily request refills online or through a mobile app.
Expected Outcome: Increased medication adherence and customer satisfaction, reduced phone calls and manual refill requests, streamlined prescription refill process.

2. Name: Conduct a time and motion study to optimize workflow
Description: Observe and analyze the current workflow of pharmacy technicians to identify bottlenecks, inefficiencies, and areas for improvement. This can involve tracking the time spent on various tasks, identifying unnecessary steps, and reorganizing workstations or processes.
Expected Outcome: Improved efficiency, reduced waiting times for patients, increased productivity, and streamlined operations.

3. Name: Implement a medication synchronization program
Description: Develop a program that synchronizes the refill dates of patients’ chronic medications. This involves coordinating with prescribers to align the prescription durations and refill dates. Patients will then be able to pick up all their medications in a single visit, reducing the number of trips to the pharmacy.
Expected Outcome: Improved medication adherence, increased patient convenience, enhanced customer loyalty, and potential for increased revenue.

4. Name: Offer medication therapy management (MTM) services
Description: Expand the role of certified pharmacy technicians to include MTM services, where they can conduct comprehensive medication reviews, identify drug interactions, provide patient education, and collaborate with healthcare providers to optimize medication regimens.
Expected Outcome: Enhanced patient care, improved medication safety, increased revenue through MTM billing, and strengthened relationships with healthcare providers.

5. Name: Implement a barcode scanning system for medication dispensing
Description: Introduce a barcode scanning system that verifies the accuracy of medication dispensing. This involves scanning the medication barcode, patient identification, and prescription details to ensure the correct medication is dispensed to the right patient.
Expected Outcome: Reduced medication errors, improved patient safety, enhanced accuracy in dispensing, and minimized liability risks.

6. Name: Develop a patient loyalty program
Description: Create a loyalty program that rewards patients for their continued patronage. This can include discounts on over-the-counter products, exclusive promotions, or points-based systems that can be redeemed for future purchases.
Expected Outcome: Increased customer retention, improved patient satisfaction, enhanced brand loyalty, and potential for increased revenue.

7. Name: Implement a telepharmacy service
Description: Set up a telepharmacy service where certified pharmacy technicians can remotely provide medication counseling, answer patient questions, and process prescription orders. This can be done through secure video conferencing or phone consultations.
Expected Outcome: Expanded reach and accessibility, improved patient convenience, potential for increased revenue, and reduced workload at physical pharmacy locations.

8. Name: Conduct a customer satisfaction survey
Description: Develop and distribute a customer satisfaction survey to gather feedback on the pharmacy’s services, staff, wait times, and overall experience. Analyze the results to identify areas for improvement and address any concerns or suggestions raised by patients.
Expected Outcome: Improved customer service, enhanced patient experience, increased customer loyalty, and potential for positive word-of-mouth referrals

What Next?

The above map and experiments are just a basic outline that you can use to get started on your path towards business improvement. If you’d like custom experiments with the highest ROI, would like to work on multiple workflows in your business (for clients/customers, HR/staff and others) or need someone to help you implement business improvement strategies & software, get in touch to find out whether working with a workflow coach could help fast-track your progress.