Prescription Clerk Workflow Map

In this article, we’ve created a starter Prescription Clerk 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 Prescription Clerk 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 Prescription Clerk

The path towards better systems and processes in your Prescription Clerk 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 Prescription Clerk 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 Prescription Clerk

1. Receiving prescription: The first stage involves receiving the prescription from the customer or healthcare provider. This may be done in person, over the phone, or through electronic means.

2. Verification: The prescription clerk verifies the authenticity and accuracy of the prescription. They ensure that all necessary information is provided, such as patient details, medication name, dosage, and instructions.

3. Insurance verification: In this stage, the prescription clerk checks the customer’s insurance coverage to determine if the prescribed medication is covered and to what extent. They may also communicate with insurance providers to obtain prior authorization if required.

4. Prescription entry: The clerk enters the prescription details into the pharmacy’s computer system, including the medication, dosage, quantity, and any special instructions. This step ensures accurate record-keeping and facilitates dispensing.

5. Dispensing: Once the prescription is entered, the clerk retrieves the medication from the pharmacy’s inventory and prepares it for dispensing. They may count pills, measure liquids, or package the medication as per the prescription requirements.

6. Labeling: The clerk labels the medication with the necessary information, including the patient’s name, medication name, dosage instructions, and any warnings or precautions. This ensures proper identification and safe usage.

7. Patient counseling: At this stage, the clerk provides essential information to the customer regarding the medication, such as usage instructions, potential side effects, and any necessary precautions. They may also answer any questions or concerns the customer may have.

8. Payment processing: The clerk handles the financial aspect of the transaction, including processing insurance claims, collecting copayments, and ensuring proper billing. They may also provide information on available discounts or assistance programs.

9. Prescription filing: After the transaction is complete, the clerk files the prescription for future reference and record-keeping. This allows for easy retrieval in case of refills or any necessary follow-ups.

10. Follow-up and continuous improvement: The prescription clerk may follow up with the customer to ensure they are satisfied with the service and address any further needs or concerns. They also play a role in continuous improvement by identifying areas for enhancement in the prescription process and suggesting improvements to management

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 is due for a refill. This can be done through email, text messages, or phone calls.
Expected Outcome: Increased customer satisfaction and loyalty as patients are more likely to refill their prescriptions on time, leading to improved medication adherence and better health outcomes.

2. Name: Streamline prescription processing workflow
Description: Analyze the current prescription processing workflow and identify bottlenecks or areas of inefficiency. Implement changes such as reorganizing workstations, optimizing software usage, or introducing new technologies to streamline the process.
Expected Outcome: Reduced processing time, improved accuracy, and increased productivity, allowing for more prescriptions to be filled in a shorter time frame.

3. Name: Conduct customer satisfaction surveys
Description: Develop and distribute customer satisfaction surveys to gather feedback from patients regarding their experience with the pharmacy. Ask questions about wait times, staff friendliness, prescription accuracy, and overall satisfaction.
Expected Outcome: Gain insights into areas of improvement, identify areas of strength, and make informed decisions to enhance customer experience, leading to increased customer loyalty and positive word-of-mouth referrals.

4. Name: Offer medication therapy management services
Description: Introduce medication therapy management services where prescription clerks work closely with patients to review their medications, identify potential drug interactions or side effects, and provide education on proper medication usage.
Expected Outcome: Improved patient outcomes, increased medication adherence, and enhanced patient satisfaction. This service can also generate additional revenue for the pharmacy.

5. Name: Implement a loyalty program
Description: Create a loyalty program that rewards patients for their continued patronage. Offer incentives such as discounts, exclusive promotions, or personalized offers based on their prescription history.
Expected Outcome: Increased customer retention, improved customer loyalty, and increased customer lifetime value. This program can also attract new customers through positive word-of-mouth referrals.

6. Name: Enhance communication with healthcare providers
Description: Establish a system to improve communication and collaboration with healthcare providers, such as doctors and nurses. This can involve implementing electronic prescription systems, secure messaging platforms, or regular meetings to discuss patient care.
Expected Outcome: Improved coordination of care, reduced errors, and increased efficiency in prescription processing. Strengthening relationships with healthcare providers can also lead to increased referrals and partnerships.

7. Name: Offer home delivery services
Description: Introduce a home delivery service for prescription medications, allowing patients to receive their medications conveniently at their doorstep. This can be done through partnerships with delivery services or by hiring dedicated delivery personnel.
Expected Outcome: Increased convenience for patients, especially those with mobility issues or limited access to transportation. This service can attract new customers and improve patient satisfaction.

8. Name: Optimize inventory management
Description: Analyze the pharmacy’s inventory management practices and identify areas for improvement. Implement strategies such as just-in-time ordering, automated inventory tracking systems, or negotiating better deals with suppliers.
Expected Outcome: Reduced inventory holding costs, minimized stockouts, and improved overall inventory turnover. Optimizing inventory management can lead to cost savings and increased profitability.

9. Name: Develop a marketing strategy targeting specific patient populations
Description: Identify specific patient populations that the pharmacy can cater to, such as seniors, families, or individuals with chronic conditions. Develop targeted marketing campaigns and promotions to attract and retain these customers.
Expected Outcome: Increased customer acquisition and retention within the targeted patient populations. This strategy can help position the pharmacy as a specialized provider for specific healthcare needs.

10. Name: Implement a training and development program for prescription clerks
Description: Establish a comprehensive training and development program for prescription clerks to enhance their skills, knowledge, and customer service abilities. This can include workshops, online courses, or mentorship programs.
Expected Outcome: Improved employee performance, increased job satisfaction, and enhanced customer service. Investing in employee development can lead to a more skilled and motivated workforce, positively impacting the overall business

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.

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