HSS URAC Mock Audit Q3 UPDATED
ACTUAL Exam Questions and CORRECT
Answers
Can team members explain the cold chain distribution process and steps taken to ensure integrity
of the product? Can the RMGO explain flexibility of when to change pack outs? - CORRECT
ANSWER - RMGO has flexibility of changing pack outs based on external temperatures
(35°F for winter and 77 °F for summer) LocalSPRx > Community-Based Specialty >
Operational Procedures > Shipping Policy and Procedures
- Do team members know which pack out we are currently utilizing, either Summer/Winter, and
where to find the packing diagrams on the Community-Based Specialty site? - CORRECT
ANSWER - Ensure the pack out diagrams are posted in the packaging area and followed.
Key items: -Approved vendor supplies are used -Molded coolers are used. -24 oz. ice packs are
used. (7"L x 5"W x 1"H) -Bubble wrap or pillow packs are used. -Frozen gel packs are pre-
conditioned (left at room temperature) for 30 minutes prior to packing the box. LocalSPRx>
Programs tab> Delivery Mail> Cold Chain Shipping Guides
Can the shipping technician(s) demonstrate cold shipping pack out? - CORRECT
ANSWER - Have the current pack out guide posted in the shipping area to complete the
mock pack out. Have a back-up technician available if main shipping technician is not scheduled
on validation visit day.
Can the shipping technician speak to shipping volume? - CORRECT ANSWER - Shipping
technician(s) know on average how many deliveries are shipped per day and how many are cold
chain shipments.
If site uses FedEx or a local courier service, can team members explain how we package the
product? - CORRECT ANSWER - Shipping procedures are the same for both FedEx and
Courier services
Can team members explain how packages are tracked to ensure they arrive as expected? -
CORRECT ANSWER - Shipments are monitored to ensure they arrive on time. We get an
, exception report from FedEx or our courier calls us if there is an issue so alternate arrangements
can be made. The site should be set-up with Small Parcel to receive FedEx exception reports.
- Can team members explain the process for any shipping delays or missed shipments? -
CORRECT ANSWER - Notify our manager of any shipping delays. We reach out to the
patient to see when it is needed and reship based on the needs of the patient. Prescriber is
notified of shipping delay if it causes a delay in starting or continuation of therapy
Can team members list the state(s) in which they are allowed to ship to? - CORRECT
ANSWER - We only ship into states where our pharmacy is licensed in or as allowed per
state law. Texas only
Can team members explain why our shipping weight scales are estimated? - CORRECT
ANSWER - Our shipping scales aren't required to be calibrated since we are not using
these scales to weigh packages, the support office has negotiated shipping rates.
Are team members aware that shipping pack out testing and validations are required and
documentation is located at the Support Office? - CORRECT ANSWER - the Support
Center team reviews validation studies and periodic documentation.
Have all team members been trained on the Store Emergency Plan within the last year? -
CORRECT ANSWER - A copy of the completed store emergency plan is available along
with signed training log and easily accessible to team members.
In the event of a Store Emergency, can team members explain how the store emergency plan
would be used? - CORRECT ANSWER - Have team member reference Store Emergency
Plan.
"Do you ever bring all your systems down as a test?" Are team members aware that Walgreens
Support Center has Business Continuity plans for: IT Systems, Facilities Issues, Power back-up,
Inventory Control and Supply Chain back-up? - CORRECT ANSWER - Yes, the Support
Center has records of these tests or real world events. At the store level we conduct "What If"
meetings to plan for store and patient care disruptions." Refer the reviewer to the Support Center
team for details.
ACTUAL Exam Questions and CORRECT
Answers
Can team members explain the cold chain distribution process and steps taken to ensure integrity
of the product? Can the RMGO explain flexibility of when to change pack outs? - CORRECT
ANSWER - RMGO has flexibility of changing pack outs based on external temperatures
(35°F for winter and 77 °F for summer) LocalSPRx > Community-Based Specialty >
Operational Procedures > Shipping Policy and Procedures
- Do team members know which pack out we are currently utilizing, either Summer/Winter, and
where to find the packing diagrams on the Community-Based Specialty site? - CORRECT
ANSWER - Ensure the pack out diagrams are posted in the packaging area and followed.
Key items: -Approved vendor supplies are used -Molded coolers are used. -24 oz. ice packs are
used. (7"L x 5"W x 1"H) -Bubble wrap or pillow packs are used. -Frozen gel packs are pre-
conditioned (left at room temperature) for 30 minutes prior to packing the box. LocalSPRx>
Programs tab> Delivery Mail> Cold Chain Shipping Guides
Can the shipping technician(s) demonstrate cold shipping pack out? - CORRECT
ANSWER - Have the current pack out guide posted in the shipping area to complete the
mock pack out. Have a back-up technician available if main shipping technician is not scheduled
on validation visit day.
Can the shipping technician speak to shipping volume? - CORRECT ANSWER - Shipping
technician(s) know on average how many deliveries are shipped per day and how many are cold
chain shipments.
If site uses FedEx or a local courier service, can team members explain how we package the
product? - CORRECT ANSWER - Shipping procedures are the same for both FedEx and
Courier services
Can team members explain how packages are tracked to ensure they arrive as expected? -
CORRECT ANSWER - Shipments are monitored to ensure they arrive on time. We get an
, exception report from FedEx or our courier calls us if there is an issue so alternate arrangements
can be made. The site should be set-up with Small Parcel to receive FedEx exception reports.
- Can team members explain the process for any shipping delays or missed shipments? -
CORRECT ANSWER - Notify our manager of any shipping delays. We reach out to the
patient to see when it is needed and reship based on the needs of the patient. Prescriber is
notified of shipping delay if it causes a delay in starting or continuation of therapy
Can team members list the state(s) in which they are allowed to ship to? - CORRECT
ANSWER - We only ship into states where our pharmacy is licensed in or as allowed per
state law. Texas only
Can team members explain why our shipping weight scales are estimated? - CORRECT
ANSWER - Our shipping scales aren't required to be calibrated since we are not using
these scales to weigh packages, the support office has negotiated shipping rates.
Are team members aware that shipping pack out testing and validations are required and
documentation is located at the Support Office? - CORRECT ANSWER - the Support
Center team reviews validation studies and periodic documentation.
Have all team members been trained on the Store Emergency Plan within the last year? -
CORRECT ANSWER - A copy of the completed store emergency plan is available along
with signed training log and easily accessible to team members.
In the event of a Store Emergency, can team members explain how the store emergency plan
would be used? - CORRECT ANSWER - Have team member reference Store Emergency
Plan.
"Do you ever bring all your systems down as a test?" Are team members aware that Walgreens
Support Center has Business Continuity plans for: IT Systems, Facilities Issues, Power back-up,
Inventory Control and Supply Chain back-up? - CORRECT ANSWER - Yes, the Support
Center has records of these tests or real world events. At the store level we conduct "What If"
meetings to plan for store and patient care disruptions." Refer the reviewer to the Support Center
team for details.
