Strategic Staffing to Create an Efficient Pharmacy
Based in Dearborn, Michigan, Hossam Tanana provides guidance to pharmacies as an established pharmacist consultant. Hossam Tanana primarily focuses on customer satisfaction, effective staffing, and pharmacy efficiency. In a recent article in Pharmacy Times, Donald Grove, RPh, an experienced owner/operator of independent pharmacies, explains that pharmacy efficiency is closely tied to appropriately assigning pharmacy staff to specific roles based on their skill sets. Grove states that it’s usually most efficient to have one pharmacy technician manage the majority of prescriptions, and that this person should be able to effectively multitask and avoid becoming overwhelmed. According to the article, another technician, one who is comfortable interacting with customers and able to focus on fulfilling customer requests with a sense of urgency, should be stationed at the counter. Grove states that, preferably, this technician should not be responsible for incoming phone calls on top of direct customer contact. Along with the prescription and counter pharmacy technicians, the article asserts that a patient services coordinator is important to a pharmacy’s efficiency. The coordinator is responsible for a variety of tasks, such as communicating with nursing homes and resolving complex third-party rejections. Based on Grove’s experience, the most effective patient services coordinators are meticulous, adept at follow-up, and able to provide high-quality customer service.