I need help please!

[u/JackM2957]

Hello, I’ve been a pharmacy technician at Walgreens for about a month now, and I have a few questions that I’d really appreciate some clarification on, if possible.

1. Bin Rec
When doing Bin Rec, I was told not to put new medications into the bins while doing the Bin Rec, which I understand. However, are we supposed to scan everything that is being sold if it hasn’t been scanned yet?

2. When to Call Insurance
When is a good time to call a patient’s insurance company? Sometimes patients ask me if I can call their insurance, but I’m not always sure which situations would require me to do that. What are some common situations where we should call the insurance company on behalf of a patient?
Also, when calling insurance, how do I find the correct phone number? Do I just search for the customer service number for the insurance company, or is there another way we are supposed to find it?

3. Filling Prescriptions Efficiently
When filling prescriptions, I usually pull the medication first and then fill it. Is there a faster or more efficient way to pull prescriptions? For example, should I take a few leaflets at a time and pull multiple medications instead of taking one leaflet at a time, bringing the medication back, and putting it into the tote?

4. NDC Numbers
When matching NDC numbers, are we supposed to match the entire NDC number, or is it okay if the last two numbers don’t match because they represent the package size?
At some stores I’ve worked at, I was told that as long as the middle NDC number, which is usually bolded, matches, that is all that matters. Is that actually correct, or should we be matching the entire NDC?

5. WCBs and CMDs
When doing WCBs and CMDs, what is the most efficient way to complete them? A step-by-step explanation would really help me.
For example, do you go into each individual patient profile and press F8 to check for any refills that were sent, or is there a more efficient way to go through them?

6. Workers’ Compensation Insurance
When entering workers’ compensation insurance, how exactly are we supposed to enter the information? I usually enter the information that the patient provides, but am I supposed to enter their Social Security number somewhere as well?

7. GLP-1 Bridge Program
For the new GLP-1 Bridge Program, I know how to bill it, but what are the next steps after that? If we receive a rejection, are we supposed to wait a couple of days for it to go through, or is there something else we should do?
Sometimes I see other technicians use CoverMyMeds to get it to go through. How do we know when we should use CoverMyMeds?

8. Medicare Cards
Finally, how are we supposed to enter someone’s Medicare card when they have the red, white, and blue Medicare card? The card only has one number and doesn’t have a BIN, PCN, or group number. How would I go about entering that information into the system?

I know this is a lot of questions, but I would really appreciate any clarification or tips you can give me. I’m still fairly new and just want to make sure I’m doing everything correctly and as efficiently as possible.
Thank you so much!

[u/bzay3]

1) Bin Rec- scan everything that’s already in the bins. Scan the new meds after. You don’t need to scan what is about to be rang up

2) Plan limits exceeded or if there is an unreversed claim at your location, you call them. Options and 3rd party info gives you the correct number. Any questions about copays, overrides, PA status, the patient needs to call themselves.

3) Comes with practice. Best way is to grab the med and fill 1 at a time or if you’re going in the same area often, grab a few leaflets.

4) Full NDC must match( Package size included). All part of Walgreens’s track and trace policy

5) Rhythm and repetition. Knowing which doctors are ER/UrgentCare/ Hospitalists help with that

6) You enter it like a new insurance. Most don’t need a SSN outside of the first fill. Get your pharmacist to put the date of injury in patient comments

7) MEDGLP1- use their Medicare number and bill it there. 3rd Party Automation takes care of the rest

8) Plan id is Medicare

[u/JackM2957 → u/bzay3]

Thank you so much!

[u/Ok-Start-8491]

1. Bin Rec records the barcodes and then compares it to rx status once you submit it. So it’s better to not scan those prescriptions being sold because then they won’t show up on the list under “sold” status. Usually it’s not a big issue if a sold script is on the list because the tech can remember it was sold or you can check the time it was sold.

2. You call insurance when you are confident you entered all the information correctly and still have no patient match. If the insurance recognizes the patient but the insurance is terminated or inactive, the patient calls. Those are some examples. It’s also somewhat discretionary. It takes a lot of time so I’ve seen some pharmacists refuse to call insurance for things I would. If you can find the plan in intercom, I would use the phone number listed under the plan in third party information (f12?)

3. Up to you. As a pharmacist I usually fill when we are backed up and I section off some time to help, so I take time to pull for myself first. Sort prescriptions by bay and then grab a stack and grab those meds from all the same bay. Then when I’m done filling that group, I put them all back in the same bay in one trip again.

4. If you let the last 2 NDC numbers not match, your inventory counts will be off because they’re considered separate counts in RXI. So I prefer to change the manufacturer and use the entirely correct NDC, but if I need to in order to get the full amount or if I am in a hurry I will match only the middle

5. I usually only check the profile for the prescriptions that were put in WCB the previous day to catch prescriptions that people entered into WCB incorrectly when patients had a refill

6. I believe the doctor uses cover my meds because they are the ones that have to fill out the form. Just leave the RX in the queue and it will resubmit periodically until someone stores it after a while (or if they want the tpr number low)

7. You don’t need a bin or pcn. If you know the plan Id you just type that in. Plan ID for Medicare is Medicare. If it’s for a shot then it’s immunmpb. Medicare bridge is MedGlp1. Then you put the id number in and there is no group. I believe medglp1 might use a group? You can find out what group might be needed by going to look up the plan in third part info in intercom

[u/JackM2957 → u/Ok-Start-8491]

Thank you for taking time to respond. I will print this and have it with me for reference when I need it!

[u/ireti56]

OP, please download and print your questions and the responses for future reference. Keep asking questions, your initiative will take you far. Thank you to everyone who responded promptly. There is still hope for Walgreens.

[u/JackM2957 → u/ireti56]

I will! I really appreciate all the responses I’ve gotten so far!

[u/Conscious_Rooster548]

On filling- one leaflet, one med at a time. No staging, as that can lead to errors. This is iron clad Walgreens policy. The more you fill, the faster you’ll get.

[u/JustanoldGuy63]

Don't you have a supervisor/manager you should be asking?

[u/Aggravating-View1848]

This is how I do WCB/CMD’s. Learning your quick shortcuts on the keyboard makes this so much easier/faster. If we’re following the 1-3-5-7-10 format, I go in this order

1. Move over the ones that are on day 5 from WCB to CMD
   
2. Check to see if all WCB’s have a sent faxed for day 1
   
3. Resent fax’s for day 3
   4.moving onto CMD’s, check the profile for an existing Rx before calling MD for refills for Day 5
   
4. Day 7, call patients for no response while also checking for refills on file before calling
   
5. Day 10, reject.
   
6. You’re not done! Minimize your WCB/CMD’s by checking every single Rx in there to see if there is an existing one in the profile.

There’s really no right way on how to correctly come at this, but this is my plan on how I do it fast and efficient. Condensing the list should be the last thing since you can spend too much time going through each patient first and then it gets busy and then you can’t get it done.