Interacting with Patients: A Fine Line

Pharmacy technicians must walk a fine line when interacting with patients in a pharmacy setting. Despite all of their responsibilities in assisting the pharmacist behind the counter, when it comes to the patient, their biggest responsibility is knowing when to shut their mouth.

I know that sounds a little harsh, but as of 1990 it is the law. The Omnibus Budget Reconciliation Act of 1990 (OBRA 90) requires pharmacist counseling on all prescription medications. While there are many interpretations of this, two principles are widely regarded as universal.

1. A pharmacist's counseling must be offered to every patient about every prescription
2. A pharmacy technician cannot counsel a pention

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I'll get into the specifics of OBRA 90 and what it means to a pharmacy tech's job in a later post.

So how can a pharmacy technician interact with a patient?

Techs can (and should) be the primary way of communicating with the patient about the status of their prescription. Insurance problems, prior authorizations and lack of refills can all be effectively and safely communicated to the patient through a technician. Other issues, like drug-to-drug interactions can be cautiously navigated by a tech. For example, the following exchange:

Excuse me, Mr. Ernie. I just wanted to inform you that your prescription may take a little longer than expected. The pharmacist is on the phone with your doctor about a problem with it. We'll let you know as soon as it is resolved.

Notice that nothing was said that even hints at patient counseling, only explaining the delay. If the patient asks for more details, tell them that the pharmacist will discuss it with them when he or she is off the phone.

Technicians may also ask if the patient would like the pharmacist to counsel them. This is compliant with OBRA 90 and refusal of counseling should be adequately documented.

Most billing issues, including deductibles, copays and coverage gaps can legally be explained by a technician. Be sure to check with your employer first as some chains have policies against this.

New patient intake, patient profile updates, access to pharmacy records (usually for tax or insurance purposes) and patients calling to have a medication refilled can be handled by a tech. Paperwork, for example information required by medicare for durable medical equipment, can also be dealt with by a tech.

No, they are not the most glorious duties by any means. But a pharmacist is a trained medical professional and has spent years of his or her life training for the job. They have something that technicians are not required to have in most states: an education in their field. It is that education and expertise that puts them above pharmacy technicians.