Task Analysis

Introduction

I would like to create a user guide/reference book on how to perform job duties in the
pharmacy chain that I worked at. This reference book purpose is to explain the in and outs of
the pharmacy on a daily basis. It is important that step 1 below is known before going any
further.

Description of task

1) Quick overview of initial training provided

a) Online training- ACT online- this is where Fraud and Waste, blood borne pathogens,
PSE training is all located.
b) What references are available-computer guide to new computer program
c) Where references are available – found beneath the data entry station
2) Inputting prescriptions (data entry)
a) How to start a prescription – find patient in computer
b) How to capture a image of prescription
c) How to re-capture image of prescription
d) How to select prescriber
e) How to select drug
f) Most common sigs (directions) used
g) How to perform dispensing- count, double scan and verify accuracy of prescription
h) How to change drug written and dispensed – if wrong drug was selected
3) Communicating with doctors
a) How to look up prescribers – if you can’t find the prescriber, try searching by just the
prescriber’s DEA or NPI numbers, if no success look up on national database
b) How to email (escribe) prescribers – how to double check that we did send email to
prescriber
c) How to print fax to sent prescriber- lot of doctors like the refill request to be faxed
to them
d) How to document communication with prescriber – there is a tool that is used to
document who called the doctor, what time, and the date
4) Communicating with insurances
a) Insurance phone numbers – list of most common insurance phone numbers
b) How to document communication with insurance- same way we document with
communication with prescribers
c) Common overrides provided by insurances – some insurances will allow vacation,
lost, or therapy change overrides; will show where you can submit overrides
 d) How to do manufacturer coupons- manufacturer coupons are billed like a lot of
insurances, double check restrictions and expiration dates on coupons
e) How to dual billed with two different insurances- will need to know this anytime a
person has primary insurance and also has either state Medicaid and/or
manufacturer coupons
5) Inventory management
a) Where to look for balance on hands of drugs –there are a few ways to check for this
b) How to fix balance on hands – will need to have the authority to change on hands
c) How to trigger drugs to get order thru minimums /maximums – how to get drugs to
come in automatically in the future
d) How to create an order – there are 2 different ways to achieve this
e) Order times (when order is released)- the dates and times
f) How to check in order – where to find and print invoices to check in order
g) How to file away receiving logs – where to record and file the order invoices
6) Operating cash register
a) How to sign on/ sign off register at beginning and end of day
b) How to do flexible spending accounts – what over-the-counter drugs are paid for by
flexible spending
c) How to do food stamps –what buttons to push
d) How to do checks – what information needs to be on check
e) How to do bottle returns/coupons – what happens if the total is negative
7) Customer service
a) How to greet a customer – how to be both professional and courteous
b) How to take in prescriptions – need patient info, make sure prescription is readable,
signed and dated, etc.
c) How to release prescriptions – patient signing, looking for notes (counseling)
8) Accuracy
a) How to keep prescriptions separate from each other – using color-coded baskets
b) How to do 24 hour audits of prescriptions – verify correct patient name, correct
doctor, correct drug, correct directions, correct qty, correct day supply, correct
refills, correct date, etc.
9) Specific Drugs
a) Special procedures for Thalidomide – pharmacy needs to be registered for
dispensing this medication
b) Special procedure for Tikosyn – needs to be directly ordered from manufacturer
c) Special procedure for Accutane – needs to be registered for this medication
d) Special procedure for Plan B- age requirement
10) Pseudoephedrine
 a) Age limit
b) How often
c) Number of packages
d) Drivers license requirement
e) Documenting what each customer bought
f) How long the pseudoephedrine logs need to be kept
11) HIPAA
a) What to tell customers
b) Where are the copy of privacy practice
c) Counseling
d) On phone conversations – try to avoid giving out information when you are
uncertain of who you are talking to
e) Drive thru conversations – tried to be as quiet as possible to avoid people from
hearing your conversations at drive thru
12) Printers
a) How to set up new labels on zebra printer
b) How to align labels on zebra printer
c) How to set up receipt paper on duplex printer
d) How to change toners on duplex printer
e) How to change printers