u/Financial-Crew7785

I'd *like* to be making the MTM calls, however, I log in, see where filter is used to isolate patient population list with tech opportunities. Most are adherence/time to refill, or 90/100 day rx request for PTs Prescibing physician(s), etc. Also i know its a good opportunity to address IMZ opportunities, correct info on profile, etc. However, if i go in and say I find a PT that has a maintenance rx that was due for a fill thats came and went (date due to fill) and u call the PT, they say yes to either the refill or the increase to 90/100 days. At that point, im not sure how once fax is sent or call is made to their physicians office how to document that then are we not supposed to complete it until prescriber actually send new rx in or pt picks up etc? I made several calls last week but they didnt count as they weren't "completed." SO how are u supposed to return a few days later to view if dr has called in the 90/100 days action was taken? to then mark it complete and get credit for it. We do not have PharmacyOPs mgr, TL was demoted so its not up to anyone to show anyone anything. I should know these things and be proficient by now, I have by and large been at front register for years, missing out on experience at other tasks but id like to; Im not really in with the in crowd who mostly stay in back. we do not rotate. Myself I have always tried to train/support until weaker assiciates skills advance and they become proficient, our pharmacy location Is pretty much a disaster and the ones with knowledge on resolution, ordering, etc really dont care to put any effort into increasing development of weaker /newer techs. I am slower to catch on, but no one can say once I know things Im not literally running seeing to everything in my skill set, answer phone, support team and patients, etc. so i really dont know my way navigating around MTM Outcomes site and what to do and be effective, plus count toward my expected quota. whatever happened to the expanded interview like screening for the insurance companies where techs were asking patients regarding falls, needing services, etc- for a few weeks Rph was printing them out and putting in WCB or stack next to phone and we were to contact them and complete forms (?)

Huge discrepancy between techs and different Rphs on what can be shared or not disclosed during pick up or phone calls, if someone other than PT picking up or calling for info. Can someone sure of actual policy/POM provide clarification? It does no good if one tech stands firm in informing representative for PT at pickup we are limited in what info we can discuss unless they are designated legal representative for PT and we have on file, when another tech freely discusses all info, and others are in the middle waffling. One Rph limits what they answer at Consult/Pickup and will usually refer to calling PT, and if incapacitated due to elderly/mental handicap etc advises should obtain legal documents. Other Rph fully advises/consults whoever is picking up and answers all questions and states "its not for techs or Rphs to ​pick and choose what info is shared."