This document outlines a structured interview guide for the pharmacy technician role at CVS, detailing essential job tasks and critical knowledge, skills, and abilities (KSAs) required for the position. Key tasks include accurate medication counting, customer interactions, and managing patient information, all under time constraints that significantly impact operations. The document emphasizes the importance of specific KSAs such as manual dexterity, critical thinking, and time management that are vital for successful job performance.

1. Pharmacy Technician Structured Interview
Jieying Dong, Hart Snowden, Wanqing Tang, Zhiyuan Zhang
MGT 451-001

2. P a g e | 1
Job Analysis
A: Introduction:
The purpose of this document is to create a structured interview for the position of
Pharmacy Technician within the CVS organization. Data for job analysis and KSA’s were
gathered from questionnaires and interviews administered to current pharmacy technicians and
pharmacists within CVS as well as from prior knowledge of the job supplied by one of the
authors and the O*NET electronic database.
B: Task generation worksheets to follow.

3. P a g e | 2

4. P a g e | 3

5. P a g e | 4
C. Summary of essential job tasks
While there are many tasks for the pharmacy technician position which are essential for
litigious reasons or otherwise, some are performed much more frequently and with more
immediate time constraints. Essential tasks which are performed frequently and with immediate
time constraints include using a counting tray and spatula to manually count out medications,
organizing and retrieving pill bottles, and using the computer systems to process customers
dropping off medications.
Pill counting is the most representative task of pharmacy technicians as it is the most
frequently performed and if not done with accuracy and alacrity can negatively affect many other
processes in the pharmacy. Inaccurate pill counting can lead to the pharmacist rejecting the count
and sending it back to be recounted, wasting time and disrupting the flow of effort. Retrieval,
replacement, and organization of medication bottles can similarly affect many other processes by
either over-cluttering the production area or creating confusion when not replaced properly. The
tasks associated with accepting new prescriptions from new and current customers,
organizationally referred to as “drop-off,” must also be performed frequently with a large
potential impact on other tasks. Technicians must verify customers’ medication, personal
information, insurance information, and the in-stock status of the medication with a degree of
quickness which will not impact the timely completion of other essential job tasks. Additionally,
minor mistakes at this point in the process can create major problems with insurance rejections
and incorrect pill strengths, counts, etc.
D: KSA generation worksheets to follow.

6. P a g e | 5

7. P a g e | 6

8. P a g e | 7
E. Summary of critical KSA’s
The critical KSA’s of a pharmacy technician are those which are used the most frequently
and are the most difficult to teach. For example, while alphanumeric filing skills are essential to
smoothly performing the tasks required of a pharmacy technician, different organizations will
have slightly different methods of filing and therefore the applicant will always need to acquire
some degree of knowledge on the job. KSA’s which are essential to pharmacy technicians and
cannot be easily acquired on the job include mental mathematics ability, manual dexterity ability,
arm-hand steadiness ability, time management ability, critical thinking ability, perceptual speed
ability, social perceptiveness, coordination skills, and the ability to prioritize tasks.
Manual dexterity, arm-hand steadiness, and perceptual speed are all necessary to perform
the various dexterous tasks within the pharmacy including the minutiae of counting out
medication and the deft manipulation of bottles. While these habits can be learned on the job
through practice, it is necessary for applicants to have a basic level of dexterity to build upon.
Mental mathematics, critical thinking, and perceptual speed abilities are essential for the various
tasks associated with accepting new prescriptions. If not done with speed and accuracy, new
prescriptions have the greatest potential to slow down the other processes within the pharmacy
by consuming the most time. Minor errors made while inputting information into the database
can create major problems down the production line. Time management and prioritization skills
are necessary to complete essential tasks in timely manners while social perceptiveness and
coordination skills are necessary to effectively work as a team within the pharmacy.
F: Job matrix to follow.

9. P a g e | 8
Tasks KSAO’S
Specific Task Task
Dimensions
Importance
(% time
Spent)
Nature Importance
(1-3 Scale)
1. Count medications using a counting tray and
spatula to be filled as prioritized by the production
que or pharmacist.
2. Retrieve pill bottles from shelves to be used
when counting out medication for the production
que.
3. Replace pill bottles used during the counting of
medication for the production que.
4. Organize pill bottles and utensils on countertop
while counting out multiple prescriptions for
production.
5. Reconstitute powdered medication as prioritized
by the production que utilizing the reconstitution
machine or pharmacist.
6. Verify medication visually and using computer
scanner.
A. Production
A. Production
A. Production
A. Production
A. Production
50% 1. Skills in coordinating with others.
2. Ability to order information or actions
under a specific set of criteria
3. Ability to quickly perceive differences
among sets of information.
4. Ability to steadily maneuver the arm
and hand.
5. Ability to distinguish among similar
shades of color.
6. Ability to utilize fine motor skills to
manipulate objects of various sizes.
7. Ability to prioritize tasks based on
contextual criteria.
8. Ability to developing positive work-
relationships with peers and supervisors.
9. Ability to focus on a single task over
time without losing focus.
10. Ability to use logic and reasoning to
identify strengths and weaknesses of
various solutions to problems.
1
2
3
2
2
3
2
2
3
2
7. Greet customer at register and verify identity by
inputting customer name and date of birth into
register.
8. Retrieve customer’s medication from the waiting
bin (organized alphabetically)
9. Counsel patient on legally allowable topics (how
to take the medication, how often, etc.)
10. Verify customer’s reward card membership
status.
11. Accept payment from customers at Point of
Sale terminal.
B. Pick-Up
B. Pick-Up
B. Pick-Up
B. Pick-Up
B. Pick-Up
25% 11. Ability to speak and understand the
English language fluently.
12. Knowledge of what topics can and
cannot be legally discussed with
customers.
13. Skills in various facets of customer
service and interaction.
14. Ability to speak clearly and concisely
using both English and Latin Phonics.
15. Skills in being aware of others’
reactions understanding the reasoning
behind the reactions.
1
2
3
2
2

10. P a g e | 9
12. Greet customer at drop-off including
salutations and query of prior-fill status.
12. Use computer system to verify patient identity,
known drug allergies, medication profile, and
insurance information.
14. Use computer system to create profiles for
first-time patients including input of drug allergies
and personal information (name, DOB,address,
insurance information).
15. Use computer system to enter new prescription
information including medication, strength, days
supply, etc.
16. Use computer system to verify medication
successfully ran through insurance.
17. Verify medication stock with computer system
or visually as needed.
C. Drop-Off
C. Drop-Off
C. Drop-Off
C. Drop-Off
C. Drop-Off
C. Drop-Off
20% 16. Ability to perform simple arithmetic
and geometric calculations quickly and
accurately.
17. Skills in understanding written
sentences and paragraphs both typed and
handwritten.
18. Skills in entering data quickly and
accurately into databases.
19. Knowledge of general
pharmaceutical including brand names of
common generic medications.
20. Ability to quickly select correct
mathematical formulas and methods to
solve problems.
21. Ability to apply generalrules to
specific problems given different
contexts.
22. Ability to accurately perform simple
mathematic operations mentally.
23. Skills in computer use and typing.
3
1
3
2
3
1
3
2
18. Disinfect and clean production countertop
including use of alcohol solution to disinfect and
clearing of clutter (pill bottles, spatulas, trays,
markers, etc.)
19. Disinfect utensils using sterile alcohol solution
and paper towels.
20. Make phone calls to customers to ask if they
would like to refill medications not set to
automatically refill.
21. Make phone calls to customers regarding
continuation of prescriptions out of refills.
22. Make phone calls to customers reminding them
to pick up medications in the waiting bin.
D. Clerical
D. Clerical
D. Clerical
D. Clerical
D. Clerical
D. Clerical
5%
5%
24. Skills in making reasonable decisions
under various pressures and constraints.
25. Skills in clerical tasks including
record keeping and alphanumeric filing.
26. Skills in organizing documents,
office supplies, equipment, etc. under
various contextual requirements.
27. Knowledge of how to identify and
handle protected health information
under HIPAA guidelines
3
1
1
2

11. P a g e | 10
23. Separate prescriptions into control and non-
control to be subsequently filed separately by
prescription number.
24. Fold prescriptions to be subsequently filed by
RX number.
25. File prescriptions numerically into drawers
divided into control and non-control.
26. Check medication on shelves to verify
expiration dates.
27. Receive customer phone calls and answer
legally acceptable questions after using date of
birth to verify identity.
28. Dispose of non-personal health information
waste in dumpsters in backroom.
29. Dispose of personal health information waste in
CINTAS collection bins in backroom
30. Clean non-production counter tops including
disinfection and organization of clutter (pens,
paper clips, loose paper).
D. Clerical
D. Clerical
D. Clerical
D. Clerical
D. Clerical
D. Clerical
D. Clerical
Job Context: Indoors, business cloths, mostly standing and some walking, minor chemical, environmental, and biological hazards using cleaning
solutions and lifting boxes in excess of fifteen pounds and exposure to individuals with infectious diseases.

12. P a g e | 11
G. Job description.
Summary:
The primary functions of the pharmacy technician include facilitation of the various
clinical and commercial functions of a retail pharmacy ranging from the counting and
reconstituting of medications to disposing of personal health information under precedents
established by various federal and state initiatives including HIPAA. Pharmacy technicians must
also utilize point of sale terminals to assist customers in purchasing commercial and
pharmaceutical materials as well as assist the presiding pharmacist in various clinical and clerical
endeavors.
Essential job tasks include:
 Use of a counting tray and spatula to manually count medications as prioritized by the
computer system or pharmacist.
 Retrieval, Replacement, and organization of pill bottles organized alphabetically and by
NDC.
 Use of computer systems to create, verify, and maintain patient medical and personal
information profiles.
 Perform simple arithmetic and geometric operations to calculate days supply, convert
metric to empirical, etc. while under immediate time constraints.
 Make and receive phone calls from patients under various legal and contextual situations.
 Manage protected information under established legal guidelines.
Essential Knowledge, Skills, and Abilities:
 The ability to quickly perceive differences among sets of numeric and letter information.
 The ability to focus on a single task over time without losing focus.
 Skills in various facets of customer service and interaction including the handling of
occasionally irate customers.
 The ability to quickly select the correct mathematical formulas and methods to solve
various problems.
 Skills in entering data quickly and accurately into databases.
 The ability to accurately perform simple mathematic operations mentally.
 The ability to make reasonable decisions under various pressures and constraints.
 The ability to utilize fine motor skills to manipulate objects of various sizes.
 Knowledge of how to identify and handle protected health information under HIPAA guidelines.
Structured Interview to Follow.