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CPD ACTIVITY 43 Take your career further with Medication Management Review accreditation Professional services coordinator The role of the professional services coordinator is to ensure the smooth and efficient introduction and management of your health services offer. The coordinator role may be assigned to your professional services manager or another team member with good organisational skills and the ability to coordinate the team. Key skills required: • Advanced Microsoft Office and typing skills. • Attention to detail. • Customer service. • Ability to multitask. • Process driven. • Administrative/organisational. Bringing everything together Once you have identified the key roles needed to implement your health services offer, you need to ensure each team member’s job description matches their role and the tasks they need to perform are included in the job description. New skills will have to be learnt by some people, it’s important to have a training plan and an organisational structure developed to ensure you have the right people in the right roles to achieve the right goals. Communicate the vision Once you are clear on the elements of your vision, hold a team meeting and ensure that all members understand: • What you are doing. • Why it must be done now. • What it will look like once it’s implemented. You should also incorporate your business vision into your customer communication strategy, both in-store (through posters, etc) and in external communications (eg, customer flyers, catalogues, social media and to other allied healthcare professionals). Job descriptions and goals When setting goals and targets for professional service delivery, ensure these goals are staggered and that some of the key milestones can be achieved relatively early, then celebrated accordingly. Create a sense of achievement around the first event, the first booking or even the first piece of positive customer feedback. Creating and achieving short term goals and wins can generate a sense of momentum and positivity and have the team moving forward. A useful method for setting goals is to follow the SMART goal criteria: specific, measurable, achievable, relevant and timely. When reviewing job descriptions, it’s also a good time to review your team member’s key performance indicators (KPIs). If you don’t have KPIs, now is a good time to implement targets linked to each team member’s role and to your overall goals. For example, KPIs for a professional services pharmacist may include: • Completing a set number of MedsChecks each month. • Ensuring the pharmacy meets its professional services business targets. • Ensuring all CPA claims are submitted in time. • Claim rejections kept to a minimum per quarter. • Develop a list of services for the pharmacy to deliver by a certain date. • Reviewing the delivery of services each month with an update www.acp.edu.au info@acp.edu.au 07 3144 3680 The Australian College of Pharmacy MMR Stage One course benefits: • Complete online delivery - no face-to-face training • Complete the course in your own time from anywhere • Contains practice case studies • Bonus module “Building your MMR service” • Comprehensive feedback on your case studies from an experienced stage 2 assessor • Great value for money Student College member Non-member $258.60 $399.00 $844.90 provided to the PIC/owner. TO PAGE 44 RETAIL PHARMACY • AUG 2020