CSR Training Manual

To listen closely
and reply well
is the highest
perfection we
are able to
attain in the art
of conversation.
~ Francois de La
Rochefoucauld
CSR PROCESS RECEIVING AND
RETURNING MEDICATIONS/INJECTIONS
FROM SMA PHARMACY
Daytona Beach Clinic: Clients who receive their medications / Injections
from SMA Pharmacy shall pick up the medications in Building 2 — Pharmacy.
For injections the client shall pick up the prescription, pay and sign
for their injection at the pharmacy prior to meeting with the nurse for the
injection. Client will check in with the CSR in building 1-A and the nurse will
administer the medication to the client.
Satellite Clinics: SMA Pharmacy will send the medications directly to the
clinic site.
1. CSR will verify and sign for all medications being delivered.
2. CSR will store all dry medications into locked file cabinets in alphabetical
order.
3. CSR will take labels off bags of injections, file in alphabetical order in
file folder of locked file cabinet.
4. CSR will give all injections to the nurses to be stored.
5. When client comes in for injection, CSR will pull the label, scan it, collect
any fees due and have the client sign for the injection. All medications
must be scanned through the POS System as all clients are expected to
pay the co-fee for all medications. (No exceptions)
6. The client will show the label and receipt to the nurse when called and
the nurse will then administer the injection.
7. Clients' who receive medications from a private Pharmacy shall bring
their medication to the nurse for their injection.
Ordering of Injections from SMA Satellite Clinics:
1. Nurses are to email Nicole Sproul (Pharmacist) along with the Pharmacy
Distribution Group to order the injections.
2. Orders must be made a couple of days in advance to make sure the
Pharmacy has the inventory.
3. The emails should include the clients MR#, prescription number or the
name of the injection.
4. Pharmacy will then respond back with any issues to the request and/or
Processing meaning the injections will be on their way.
Every Monday the CSR completes a medication inventory. For clients who
have "insurance" and have not picked up their medication within 14 days of
delivery it must be returned to the Pharmacy utilizing the Returned Medication
Form. The medication label indicates what type of insurance the client
has. For "indigent" clients after three weeks of holding medications the CSR
is to return all medications to the Pharmacy utilizing the Returned Medi- u
CSR PROCESS RECEIVING AND RETURNING MEDICATIONS/
INJECTIONS FROM SMA PHARMACY cont.
cation Form. The CSR will pull the injection labels from the file and notify
the nurse of the injections that need to be returned. Return the Risperdal,
Invega, Haloperidol, and Abilify Maintena injections with their labels. For the
Fluphenazine injections, just the labels need to be returned, not the medication.
If a site nurse has to use a sample because the prescription hasn't arrived
yet you must contact Nicole, the Pharmacist, or a pharmacy tech by phone
or email and the Pharmacy will run a label and fax it to the site so it can be
scanned out. The Pharmacy will send a replacement medication to the site.
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CSR TRAINING MANUAL