Why this matters:
The pharmaceutical industry uses certain software programs designed to streamline workflows, track inventory, coordinate with caregivers and insurance providers, and efficiently deliver customer prescriptions. Proficiency with industry-specific software means customers will likely receive faster service.
What to listen for:
- Specific names of software (ideally used by your organization)
- Demonstrated proficiency with any pharmacy-specific software
- Well-reasoned viewpoint on what works best and why
Why this matters:
An incorrect dosage can have serious consequences for a patient. A pharmacy technician must draw on knowledge of chemistry, pharmacology, and physiology to spot an incorrect dosage. This person also needs to report it quickly to a pharmacist or supervisor and assist in correcting the dosage with the prescribing caregiver.
What to listen for:
- How the candidate was able to spot an error, and specific steps that were taken to correct it
- How the candidate used this experience to prevent other errors
- Genuine commitment to doing what’s right for a patient
Why this matters:
This answer demonstrates a candidate’s knowledge of best practices for the job requirements, as well as proficiency in consulting patient profiles, scanning and counting medication, and checking for side effects or potentially harmful drug combinations.
What to listen for:
- Strong product awareness
- Ability to cite specific steps and procedures
- Up-to-date understanding of industry best practices
Why this matters:
In addition to technical knowledge, a large part of a pharmacy technician’s job involves customer service. Interpersonal skills are every bit as important as knowledge of how to mix, count, and distribute medications.
What to listen for:
- Demonstrated ability to defuse conflict and ensure customer satisfaction
- Ability to stay calm under pressure
- Proactive management of customer expectations, such as providing an estimated time frame for prescription filling
Why this matters:
Having insurance declined is likely to be frustrating and embarrassing for customers — and can prevent them from receiving necessary medication. A good candidate might suggest contacting the prescribing physician to amend the prescription so that it meets the insurance company’s guidelines.
What to listen for:
- Ability to solve problems in a tense situation
- Steps for resolving the situation with minimal embarrassment and inconvenience for the customer
Why this matters:
It’s unfortunately common that a pharmacy technician encounters customers who are trying to obtain medications without a valid or authorized prescription, often referred to as "drug-seeking behavior." It’s important that the technician can recognize potentially illegal situations and address them appropriately.
What to listen for:
- Ability to recognize signs of drug-seeking behavior
- Specific example of handling a drug-seeking customer
Why this matters:
A pharmacy technician’s role includes duties, such as taking inventory and updating databases, that are crucial yet repetitive and potentially tedious. A strong candidate can remain alert and motivated while performing any necessary task.
What to listen for:
- Specific example of when the candidate took on repetitive tasks and completed them successfully
- Emphasis on being a team player, willing to pitch in when and where necessary to meet overall goals
Why this matters:
Pharmacists must be comfortable in making real-time decisions about priorities when things get busy. To avoid sacrificing accuracy or customer service, they should be able to delegate responsibilities and find additional support when needed. This requires them to maintain strong lines of communication with their team members at all times.
What to listen for:
- Specific example of when the candidate navigated a high-pressure situation without losing focus on multiple tasks
- Evidence that the candidate can prioritize and delegate effectively
Why this matters:
A business is only as strong at the team supporting it, and this is especially true for consumer-facing industries. Pharmacies thrive when workers support each other to reach a common goal.
What to listen for:
- Specific example of when the candidate went above and beyond required duties to help meet a common goal
- Emphasis on the importance of being a team player
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