URAC Interview Questions and Answers for Pharmacy Professionals, Exams of Social Sciences

Download URAC Interview Questions and Answers for Pharmacy Professionals and more Exams Social Sciences in PDF only on Docsity! URAC INTERVIEW QUESTIONS AND ANSWERS Who has access to the controlled substances? - Answers-Only pharmacists Who has access to the pharmacy? - Answers-Access is limited to pharmacists and technicians. How do you know if a recalled drug is currently being processed for an order and is still in the pharmacy in a tote or packed? - Answers-The recall information (list of drugs, NDCs, and lot numbers) are communicated via Compass. We identify if we have the product in inventory, in filling prices, or in ready bins. We locate the product, do not dispense it, and stop all in-process deliveries. All recalled product is segregated in the quarantined area marked "Do Not Use." Do you have bio-hazardous waste? - Answers-Yes, in the form of used immunization materials. Where is biohazardous waste kept? - Answers-Red bio-hazard "sharps" container, usually kept in consult room or in shelves beside refrigerator. How are back orders or out-of-stocks handled? - Answers-We notify the patient and prescriber as needed based in clinical significance. We make all attempts to utilize all Walgreens resources to obtain the product as quickly as possible. How do we promote drug adherence? - Answers-Initial counseling on the importance of compliance, refill reminders, recommendations to alleviate any side effects, and assistance obtaining financial assistance as needed. How do you collaborate with physicians or other healthcare providers involved in patient care? - Answers-We communicate with them regularly over the phone. If the patient has any issue or if we have a recommendation/update we will call or fax. How do you advocate for a patient's access to drugs? - Answers-Walgreens has access to many limited distribution drugs. We also help with prior authorizations and get patients signed up for financial assistance programs. How do you help with prior authorizations and appeals? - Answers-We work with the insurance company and coordinate obtaining documents from the prescribers to help facilitate the process. How do you address language barriers? - Answers-We have staff that are bilingual, use the Pharmacy Translator Tools, and other Health Providers or Caregivers. If a patient emergency situation arises, such as a suicide threat, what would you do? - Answers-Keep the patient on the phone and signal a team member to call 9-1-1 as outlined in our Patient Crisis and Emergency Situation policy. How do you refer a patient to external support groups for help as needed? - Answers-We refer the patient to local disease support groups or hospital social services. On our intranet site and disease state booklets there are national groups we can refer them to. How do you communicate patients' rights and responsibilities? - Answers-We have them in our welcome booklet that is mailed to the patient and on our webpage. How do you update information in a patient's profile? - Answers-As we become aware of changes we will update the information in the appropriate fields in IC+ or SR2. How do patients receive information on their disease and medication? - Answers-We provide verbal education and written drug information leaflets, and other information as needed. What is the process for collecting and communicating payment? - Answers-Since the majority of our billing is through on-line adjudication, we have this information and inform the patient up front of all charges as much as possible. What precautions are taken when handling hazardous drugs? - Answers-We use separate counting trays and spatulas for hazardous drugs. We wear personal protective equipment and handle hazardous drugs in an isolated area or powder hood if required by state law. How are hazardous drugs identified in the pharmacy? - Answers-We have hazardous drugs labeled with green mylars and green dot stickers to indicate that they are hazardous. How is cross contamination prevented when handling hazardous drugs? - Answers-We use separate, labeled, counting trays and spatulas then wipe them down with an alcohol wipe (not spray) after use. Hazardous drugs are handled designated in a low-traffic area. Where are cleaning supplies located? - Answers-Cleaning supplies are kept under the sink or in a segregated area away from drugs. Where is the eyewash station located? - Answers-Next to the sink, on the wall. Where is the hazardous drug/Chemoplus Spill kit located? - Answers-To the left of the sink, on the wall. What precautions need to be taken when handling INTACT hazardous drugs? - Answers- Use separate counting trays and spatulas and wear two pair nitrile (H-1) or gloves or one pair (h-2/H-3) latex gloves. How is the pharmacy room temp and humidity monitored? Room temp is less than 77F and room humidity is less than 65%. - Answers-Room temp and humidity is checked and recorded daily. The manager is notified of any out of range readings. What do you do if the refrigerator or freezer temperature is out of range? (Refrigerator temp range is between 35-46F. Freezer should be at or under 5F). - Answers-Document the issues on the log, notify the manager, and document action taken to resolve the issue. If temperature does not return to normal and stabilize after an appropriate period of time, medication will be moved to an alternate working refrigerator and repair services called. What would you do if a suspicious drug was received from the vendor? Such as a product that appears counterfeit, has an unusual odor, or has a broken seal? - Answers-We would notify the manager and segregate the product in the quarantine area. Once quarantined, report to the Security Operations Center (SOC). The Rx inventory team will then provide direction. How do we ensure compliance with the Drug Quality and Security Act? - Answers- Medication is only ordered and purchased through approved vendors (I.e. licensed wholesalers, vendors, or direct from the manufacturer). If we find suspicious product we quarantine it and report the situation to the Security Operations Center (SOC). The Rx inventory team will then provide direction. What sources do you use for your recipes or formulas? - Answers-IC+ recipes or those provided by the Support Center. What type of drug compounding do you conduct? - Answers-Non-sterile capsules, liquids, and topical. Have the shipping pack-outs been tested and validated? - Answers-Yes, validation studies are available from the Support Office. Simulation test results are on our intranet site LocalSprx. How are drugs packed to ensure safety and integrity? - Answers-Pill bottles contain child proof caps, are placed in stapled bags, and bubble pack envelopes. Are the shipping scales estimated or exact? - Answers-We estimate the weight, thus our scales aren't required to be calibrated. How do you know which states you can ship into? - Answers-We only ship into states where our pharmacy is licensed or as allowed per state law. What is the process if shipments are delayed or missing? - Answers-We reach out to the patient to see when it is needed and res hip based on the needs of the patient. How are packages tracked to ensure they arrive as expected? - Answers-We get an exception report from FedEx or our courier calls us if there is an issue so alternate arrangements can be made. How long are designed seasonal pack-outs able to keep the medication within range? - Answers-All coolers and pack-outs have been validated to maintain temperature for 36 hours. We are currently using 2 seasonal pack-outs. We use the summer pack-outs starting in the spring and winter pack-outs in late fall. What are the cold chain distribution processes, and what steps are taken to ensure integrity of the product? - Answers-We prioritize checking refrigerated product so it is not left out of the refrigerator too long. We package shipments per a standard approved pack- out per season. Did you sign a confidentiality agreement? - Answers-As part of our Conflict of Interest and PHI training we acknowledge an agreement to keep information confidential. Did you receive URAC training? - Answers-LTMP training on URAC was assigned to us. How is staff educated on compliance, regulatory, and accreditation requirements? - Answers-Annual training is assigned and tracked via Learning & Talent Management Portal (LTMP) including HIPAA, URAC, Conflict of Interest, etc. How do you access Policy and Procedures? - Answers-They are posted on our intranet sites. How do you know what your job duties are? - Answers-We all have job descriptions and within the pharmacy we have daily stations we are assigned to. How were you trained in your position? - Answers-New hire orientation, job shadowing, and on-the-job follow-up training. What is the responsibility of a licensed staff member to report an adverse change in their license status? - Answers-Employees are required to notify their manager of an adverse change in licensure or certification status before working their next shift. How often does the Quality Management Committee (QMC) meet? - Answers-The Support Office and regional committee meet quarterly. What are the two divisional Quality Improvement Projects (QIP)? - Answers-Patient Assessment Compliance Rates and Incorrect Packages Sold. How are complaints documented? - Answers-They are entered into a form on our intranet site for tracking. The RMGO gets a quarterly summary report. How are complaints handled? - Answers-We attempt to resolve all complaints when they are presented to us from the customer. My manager is then informed of all complaints. How do you define a complaint? - Answers-Any expression of dissatisfaction by a customer. What is your involvement in Quality Management? - Answers-We report any incidents, complaints, or problems to the pharmacist and our manager. We then work as a team to improve and if any error occurred we go through the peer review process.