Providing Care Beyond the Counter

When you see a pharmacy technician talking on the phone, you are likely witnessing one of the following:

1. A call to the insurance company to get a prior authorization approved for your medication. Without insurance approval, patients would pay a large amount of money out of pocket; 
2. A follow-up call to the doctor’s office regarding your refill request on a prescription that didn’t have any refills remaining, or
3. A call to a patient letting her know the pharmacy doesn’t have the newly prescribed medication in stock today but will be available for pick up tomorrow afternoon.

When you see a pharmacist talking on the phone, you are likely witnessing one of the following:

1. A call to the doctor’s office to clarify directions on a prescription or make recommendations for a better treatment option;
2. A call with a patient to answer a medication-related question regarding a new prescription she recently started, or
3. A call with another pharmacy getting the prescription transferred to their pharmacy so they can fill it for you.

When you see a pharmacy technician looking at the computer, you are likely witnessing one of the following:

1. Order entry of the newly prescribed prescription the doctor sent over;
2. Inventory look-up to see if the wholesaler carries a medication the doctor prescribed, or
3. Research for patient assistance programs or drug manufacturer coupons to reduce your copay.

When you see a pharmacist looking at the computer, you are likely witnessing one of the following:

1. Product verification of your prescription to ensure accuracy of order entry and fill;
2. Research needed to ensure accuracy of the prescription’s dose or frequency based on the indication, or
3. Additional research for a patient’s question regarding a prescription, over-the-counter, or herbal medication.