Mixed Deck — All CVS Topics Flashcards

A colleague discovers a coworker is stealing merchandise. Under CVS's Code of Conduct, what is the first appropriate step?

Answer: Report the suspected theft to a manager or through the Ethics Line

CVS requires colleagues to report suspected theft promptly rather than confront or ignore the situation.

A pharmacy technician receives a prescription for a Schedule II controlled substance with a quantity of 120 tablets. The pharmacy only has 90 in stock. What is the correct action?

Answer: Ask the pharmacist for guidance, as Schedule II partials have specific legal requirements

Schedule II controlled substance partial fills are governed by specific DEA regulations and require pharmacist oversight.

A product costs CVS $4.80 and retails for $7.99. Approximately what is the markup percentage based on cost?

Answer: 66%

Markup = (7.99 - 4.80) / 4.80 = 3.19 / 4.80 ≈ 66%.

A customer is having difficulty reading small print on a product label. How should you assist them?

Answer: Read the label to them or find a larger-print version of the information

Directly assisting customers with accessibility needs demonstrates care and improves the overall shopping experience.

You are auditing a shelf and find a product tagged as $7.99 but ringing up at $8.49. What is the CVS standard approach?

Answer: Charge the lower shelf price and report the pricing discrepancy for correction

Customers are entitled to the advertised shelf price, and the discrepancy should be reported so the root cause (wrong tag or wrong system entry) can be corrected.

What is the purpose of the 'NDC' number printed on a medication package?

Answer: It is a unique 10- or 11-digit identifier for the drug product, manufacturer, and package size used for billing and inventory

The National Drug Code (NDC) uniquely identifies every drug product and is used for insurance billing, dispensing records, and inventory management.

A patient's adult child calls the pharmacy asking if their mother's blood pressure medication has been refilled, explaining they are on their way to pick it up. Which of the following is the most appropriate response to comply with HIPAA?

Answer: "Due to privacy laws, I can only provide information to the patient unless she has given us specific permission. Are you listed as an authorized person on her account?"

HIPAA's Privacy Rule prevents the disclosure of Protected Health Information (PHI) to unauthorized individuals. Confirming the status of a specific medication for an identified patient is a disclosure of PHI. The correct procedure is to first verify if the person making the request has been given prior authorization by the patient to receive such information before sharing any details.

You find a customer's wallet in an aisle containing a significant amount of cash and credit cards. What is the most appropriate action to take, reflecting CVS's value of Integrity?

Answer: Immediately turn it in to the store manager or leader on duty according to store policy.

The correct action is to follow official store procedure by turning the wallet over to the manager on duty. This ensures the item is securely logged and stored, protecting both the employee from suspicion and the customer's property. Attempting to contact the customer directly can be a privacy concern, and leaving it or personally holding it is irresponsible.

Which of the following is a CVS associate's responsibility when it comes to loss prevention on the store floor?

Answer: Remaining alert, greeting customers, and reporting suspicious behavior to management or loss prevention

Associates help deter theft by staying alert, providing good customer service, and reporting concerns to management or LP personnel — never by physically detaining individuals.

You are spot-checking price labels and notice the unit price on a shelf tag is $0.45/oz but the package price is $3.99 for a 10-oz product. Is there a discrepancy?

Answer: Yes — $0.45 × 10 = $4.50, but the package price is $3.99, so the unit price is higher than what the package implies; flag it

The unit price of $0.45/oz implies $4.50 for 10 oz, but the package rings at $3.99; this discrepancy should be flagged and corrected to ensure accurate pricing communication.

A CVS patient presents a prescription and mentions she does not want her husband, who is also a CVS customer, to know what medication she is picking up. What is the correct action?

Answer: Honor the patient's request and keep her prescription information private

Patients have the right to request confidential communications and restrict who receives their PHI.

Which behavior best demonstrates reliability in the workplace?

Answer: Consistently meeting deadlines and following through on commitments

Reliability is best shown by consistently delivering on what you commit to, on time and at the expected quality.

You witness a coworker placing merchandise in their bag before clocking out. You are not 100% certain but it looks suspicious. What should you do?

Answer: Report what you observed to a manager or through the store's loss prevention process

Reporting to management or loss prevention is the correct channel to address potential theft without making accusations directly.

A customer updates their phone number at the register. Later you notice their emergency contact still shows the old number. What is the most thorough action?

Answer: Update all fields containing the old number, including the emergency contact, to the new number

A comprehensive update prevents inconsistent records that could cause communication failures in urgent situations.

A store's weekly sales goal is $85,000. By Thursday they have reached $61,200. What percentage of the goal have they achieved?

Answer: 72%

61,200 / 85,000 = 0.72 = 72%.

A prescription written by a nurse practitioner is rejected by insurance because 'prescriber not eligible.' What does this rejection mean?

Answer: The nurse practitioner's NPI is not enrolled with or recognized by the patient's pharmacy benefit plan

Insurers require prescribers to be enrolled in their network; an unrecognized NPI triggers a 'prescriber not eligible' rejection.

Which of the following actions best demonstrates a commitment to accuracy and detail when handling a cash transaction at the register?

Answer: Counting the customer's change back to them out loud.

Verbally counting change back to the customer is a standard cash handling procedure that serves as a final accuracy check for both the employee and the customer. This simple step helps minimize errors and prevent disputes. The other actions introduce risks of inaccuracy due to distraction or rushing.

You are stocking shelves when a customer asks for help. You are behind on your task. What should you do?

Answer: Briefly assist the customer and then return to your stocking task

Assisting the customer briefly and returning to your task balances service and store operational needs.

A patient's adult child calls CVS asking for their parent's prescription status, claiming to be the caregiver. What is the proper procedure?

Answer: Verify the patient has granted the caller access as a personal representative or authorized contact

The pharmacy must confirm the individual is listed as a personal representative or authorized contact before sharing PHI with a third party.

When double-checking a prescription label, which element should always be compared directly against the original paper or electronic prescription?

Answer: Drug name, strength, and dosage instructions

Drug name, strength, and dosage instructions are the core safety identifiers and must match the original prescription exactly.