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RunningHead:AlishaMosesPersonalPortfolio

AlishaMoses
December6,2015
[ContactInformation]
ENG2100
SaltLakeCommunityCollege

AlishaMosesPersonalPortfolio

12/05/2015
[Name]
St.MarksHospital
SaltLakeCity,UT

Dear[Name],

IamapplyingforthepositionofPharmacyTechnicianatSt.MarksHospital.Iam
interestedinapplyingforthispositionbecauseIwouldbeagoodassettothehealthcareteamat
yourhospital.Iamalsocapableoflearningnewprogramsquicklyandamhighlycapableof
completingassignedtasks.
Iam21yearsoldandwillbegraduatingfromSaltLakeCommunityCollegefall
semesterof2015,withanAssociate'sDegreeinScience.Iamfamiliarwiththehealthcarefield
asIcompletedtechnicaltrainingasaCertifiedNursesAssistantattheJordanApplied
TechnologyCenter.IplantopursueaBachelor'sDegreeinChemistry,andapplyattheCollege
ofPharmacyattheUniversityofUtah.
IhavealwaysprovidedexcellentcustomerservicewhetherIwasinanassistednursing
facilityorasanAdministrativeAssistant.Iactwithpurposeandasenseofurgencyineverytask
Itakeon,andfeelitnecessarytoactinsuchaway,becauseitallowsfortheworkplacetoflow
smoothly.Iamaveryorganizedpersonandhavehadexperiencewithresolvingproblemsthat
ariseprofessionallyandefficiently.
Iwouldliketothankyouforconsideringmyapplication,andwouldliketorestatemy
dedicationtoprofessionalism,learning,andorganization,asIfeelitisnecessaryinthiscareer.

Sincerely,

AlishaMoses

AlishaMosesPersonalPortfolio

TableOfContents

CoverLetter
TechnicalInstruction:aninstructionalguidetoreadinginsurancecards
TechnicalDescription:apamphletofSSRIinformation
Project1:Communicationstyleandcultureofretailpharmacy
Resume

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4
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AlishaMosesPersonalPortfolio

It is important for
Pharmacists to correctly
enter patient insurance
information to avoid any
inaccuracies. Different
Insurance companies vary
how they format member
insurance cards. However, all
information needed to fill a
prescription will be located
somewhere on the card.
Step 1:
The name of the
provider will usually be
printed on the front.
Step 2:
The member number
will also be printed near the
name, as this is the number
the insurance company uses to identify billing and coverage for each member.
Step 3:
Type of coverage refers to the plan type the member is associated with, which
tells the member what providers are covered in their network.
Step 4:
The group number is how the insurance company keeps track of the benefits
associated with the coverage plan.
Step 5:
The date effective let's providers know if the insurance is valid or not.
Step 6:
Co-pay for medical providers will usually be on the front on the card. It gives
information about how much the member pays up front for a visit to a prefered provider,
specialist, and emergency room.
Step 7:
The most relevant part of an insurance card to a pharmacist is the prescription
co-pay. This states how much the member is charged for generic prescriptions and name
brand prescriptions.
Step 8:
Somewhere on the card there is a phone number for the insurance company's
service center where they can answer any questions concerning policies, plans, and
billing.
Step 9:
There may also be a number which will direct members to a representative of the
insurance company incase any medical claims need to be made.

AlishaMosesPersonalPortfolio

Selective
Serotonin
Reuptake
Inhibitors (SSRIs)
November,16, 2015

Neurotransmitters
Our brain uses chemicals called neurotransmitters to send signals through our
nervous system to the rest of the body. These signals are important because they
regulate normal breathing, regular heart beats, and adequate digestion. An
imbalance of neurotransmitters makes it difficult for the brain to communicate
with the body and also negatively affects sleep, mood, weight, and the ability to
concentrate. There are 2 classes of neurotransmitters, Inhibitory which calms the
brain, and Excitatory which stimulates the brain.

Serotonin
Serotonin falls into the class of Inhibitory neurotransmitters and is also called
5-hydroxytryptamine (5-HT) because of the amino acid tryptophan plays an
important role in the creation of serotonin. Serotonin production is located in the
brain, and intestines, however about 80%-90% of serotonin located within the
body in the gastrointestinal tract. It is credited for regulating the contractions
within the GI tract, thermoregulation, and mood balance. Decreased production
of serotonin in the body creates irregularities which are most noticeable when a
person experiences depression.

AlishaMosesPersonalPortfolio

How do SSRIs work?


On the axon of our nerve cells there are reuptake channels that absorb excess
neurotransmitters in the synapse. SSRIs block these absorbing channels for
serotonin so more serotonin is available to send signals between nerve cells. This
creates a surge of serotonin in the body improving mood related disorders that
occur in depression.

Who Should Be Prescribed


SSRIs?
The onset of depression can be caused by
various ways. Many people experience
depression for short periods while others
are re-occurring. SSRIs may be
prescribed to patients who are diagnosed
as depressed, for a short period first, to
monitor any adverse side effects.
Antidepressants affect everyone
differently so close attention to changes
in mood, diet, and sexual drive is very
important.

Names of Common SSRIs


The first prescription SSRIs were mass produced in 1988 under the name Prozac.
Today there are 14 different name brand SSRIs with 7 generic names. This form of
antidepressants has become one of the most prescribed drugs in the United
States partly because SSRIs tend to have fewer side effects than other
antidepressants.

AlishaMosesPersonalPortfolio

Generic Names

Name Brand

Citalopram

Celexa

Escitalopram

Lexapro

Fluvoxamine

Luvox, Luvox CR

Fluoxetine

Prozac, Sarafem, Symbyax

Paroxetine

Paxil, Paxil CR, Pexeva

Sertraline

Zoloft

Vilazodone

Viibryd

Sources
McIntosh, J. (2015). Serotonin: what does serotonin do?. M
edical News Today.Retrieved from
http://www.medicalnewstoday.com/articles/232248.php
2. Goldberg, J. (2015). SSRIs: myths and facts about selective serotonin reuptake inhibitors.
Web
MD
. Retrieved from
http://www.webmd.com/depression/ssris-myths-and-facts-about-antidepressants
3. Antidepressants & SSRIs. (2015).
Drugwatch
. Retrieved from
http://www.drugwatch.com/ssri/
4. Selective serotonin reuptake inhibitors (SSRIs) information. (2014). U
.S. food and drug
administration
. U.S. department of health and human services. Retrieved from
http://www.fda.gov/Drugs/DrugSafety/InformationbyDrugClass/ucm283587.htm
1.

AlishaMosesPersonalPortfolio

Project1

TypesofCommunicationandCultureofRetailPharmacy
AlishaMoses
ENGL2100F15
September23,2015

AlishaMosesPersonalPortfolio

TableofContents
Introduction
Methodology
Results
DiscussionofResults
ConclusionandRecommendations
WorksCited

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9
6
13
15
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Abstract

Thepurposeofthisreportistopresentorganizationaldetailsoftheretailpharmacistsculture
thatareoftenoverlooked,andtoexplaintheimportanceofwrittenandverbalcommunication
withinthisoccupation.Afterstudyingtheculturalandcommunicationaspectsoftheretail
pharmacycareer,itisimminentthatwrittenandverbalcommunicationareneededtomaintaina
strongorganizationalculture.Inordertoreachthisgoal,pharmacistsmustincorporate
compassionateservice,andbecomefamiliarizedwithdifferentcultures,sothatallpatients
visitingthepharmacyreceiveequalcare.

keywords:
Pharmacist,Communication,OrganizationalCulture

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Introduction
Thejobtitleoftheretailpharmacistisnotrestrictedtocountingpillsbehindthecounter,
italsorequiresforvariousformsofcommunicationtobeusedperfectlyinordertocommunicate
effectivelywitheveryoneinvolvedinthepharmaceuticalsetting.Thedegreetowhichwedepend
onretailpharmacistsvarieswithage,disease,andotherriskfactors,butwewillallcomein
contactwithapharmacistduringourlifetime.Thepurposeofthisreportistopresentaspectsof
theretailpharmacistscareerthatareoftenoverlooked,andtoexplaintheimportanceofalltypes
ofcommunicationwithinthisoccupation.Pharmacistsarecrucialmembersofthemedicalteam
whoarenotonlyentrustedwithpotentiallydangerousdrugs,butarecapableofinterpreting
technicalinformationaboutprescriptionstopatients.
Beforeapplyingforapharmacyprogramatanyinstitution,thereisaprerequisiteofa
Bachelor'sdegreeinanonspecificmajor.Theclassestakenupuntilthistimemayormaynot
havebeengearedspecificallytowardsaPharmD,doctorateofpharmacy.Onceacceptedintoa
pharmacyprogram,theeducationiscenteredaroundpatientcare,pharmaceuticals,administering
ofdrugs,terminology,andmanyothersubjectsneededtobecomeawellroundedpharmacist.
Thetrainingisnoteasy,howeveritisnecessaryforadequateunderstandingoftheorganizational
cultureandtheformsofcommunicationwithinthepharmacycareer.
Thisreportincludes4sections:a)themethodology,b)theresults,c)discussionof
results,andd)theconclusionandrecommendations.

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Methodology
SinceIamnotanexpertonthecareerofretailpharmacy,Iturnedtootherareasof
informationtogainknowledgeaboutthesubject.Iwasabletofindgenericinformationaboutthe
retailpharmacysettingthroughresourcessuchastheinternetandapersonalinterview.However,
themostinsightfulanddetailedinformationwasprovidedthroughindividualswiththemost
experienceinthepharmacyfield.
InternetInformation
Ibegantogatherinformationbysearchingthekeywords,pharmacycultureandtypes
ofcommunicationassociatedwithpharmacyintothesearchengineGoogle.com.Icollected
articles,missionstatements,andothersecondarysourcesrelatedtotheresearchtopic.Asmy
researchbecamemoredetailedintocertainaspectsoftheculture,Ialsosearchedforregulatory
sourcessurroundingpharmacists.UsingGoogle.comItypedinthekeywords,DEApharmacy,
DOPL,andPharmacyPracticeActRuletofindwhatstructureshadbeensetforthisfield.
PersonalInterview
IhadtheopportunitytoconductaphoneinterviewofJoanne,alocalWalgreens
pharmacistonFriday,September18.AllthequestionsIaskedwerecenteredontwomaintopics,
theorganizationalcultureandthetypesofcommunicationrelatedtotheretailpharmacists
career.IcalledtheWalgreenspharmacylocatedinHolladay,Utah,andaskedifanyoneoftheir
pharmacistswerewillingtoanswerafewquestionsabouttheirjob.Joannewastheonly
pharmacisttoagree,butaskedmetocallaround7p.m.,atimethatworkedbestforherto

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answermyquestions.Becauseofcertaincompanyrestrictions,Joannewasonlywillingto
provideherfirstname.WhenIcalledlaterthatdayJoannewasabletospendmoretimespeaking
withmewithoutfeelingrushed.
Theinformationprovidedbyaprofessionalinthepharmacycareer,allowedformy
researchtoincludedetailsthatmaynothavebeenfoundthroughotherresources.
LimitationsofResearch
Whilesearchingforsourcesofinformationonlineitwasdifficulttofindcomplete
scholarlyreviewsonthepharmacyfieldbecausemanyrequiredformsofpaymentinorderto
viewthematerial,orasubscriptiontothejournal.Consequently,Iwasonlyallowedaccessto
theabstractofmayscholarlypapers,whichcouldhavebeenhelpfultomyresearchasthey
seemedtobefromcrediblesources.
Inregardstothepersonalinterviewconducted,itwouldhavebeenidealtomeetwiththe
pharmacistforaninterview.Itwouldhaveallowedforabetterunderstandingofhowindividuals
interactedinthepharmacyandgeneratedabetterconnectionbetweenmeandtheinterviewee.
However,becauseofWalgreensCompanyregulations,thepharmacistpreferredtobe
interviewedoverthephoneandtobekeptsomewhatanonymous.Timewasalsoalarge
limitationontheinterview,sheonlyhad15minutestoanswermyquestions,soIcouldntask
morethan14questionsinsteadofthe25Ihadprepared.

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Results
Inthissection,Iwillincludeinformationcollectedfromvarioussources,aswellasa
personalinterviewwitharetailpharmacist,whohasinsightonthecurrentconditionsofthe
cultureandcommunicationinhercareer.
FactorsofTheOrganizationalCulture
TheDivisionofOccupationalandProfessionalLicensing(DOPL),hascreatedstatutes
andrulesforpharmaciststhatdictateeveryaspectofthepharmacypractice.Allrulesfor
pharmacists,andpharmacytechnicians,arefoundinRuleR15617bPharmacyPracticeActRule
intheUtahAdministrativeCode.Thisdocumentincludesqualificationsforlicensureand
operatingstandardsforallproceduresinallpharmaceuticalpractices.
Apartfromthefederalandstatelaws,individualpharmacycompanieshavetheirownset
ofsupportingvalues.Forexample,WalgreensCompanyhascreated7coreculturalbeliefs
whicheachemployeeshouldstrivetolivebyeveryday.Themotoforthepharmacydepartment
ofthecompanyis,Werebringingourpharmacistsoutfrombehindthecountersocustomers
canreceivetheexpertisetheyneedtogetandstayhealthy.
http://careers.walgreens.com/lifeatwalgreens/corporateculture.aspx#.VgHxFkgP8
.These7
beliefsinclude:BeOne,BeReal,BeBold,BuildTrust,LoveCustomer's,OwnIt,Liveit.
Joanne,aretailpharmacistatalocalUtahWalgreens,referredtothesevaluesasthefoundation
oftheorganizationalstructureatWalgreens.
Joannewentontoexplainthattheculturewithinthepharmacyislargelydependanton
teamworkandmutualrespect.Problemswithotheremployeesarerare,butiftheydoarise,

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managersarewillingtomediatetheproblem,andindividualsarequicktocompromise.Also,
politicsandcontroversialsubjectsarenotoftendiscussedbecauseitisseenasdisruptingthe
professionalatmospherewithinthepharmacy.Attimes,thepharmaciststillfaceschallenges
withcoworkerssaidJoanne.Shedescribedthatnewpharmacyinternsandpharmacy
techniciansdonotalwaysenterthepharmacypracticewithapositiveattitude,whichinterrupts
theatmosphere.Although,forthemostpart,everyoneworkstogetherasafamily,and
strengthensoneanother.
Thecompanyitselfhascreatedmultipleemployeeappreciationeventsheldperiodically.
ThisincludesticketstoRealSaltLakesoccergames,movietickets,andLagoonamusementpark
admissions.TherearedifferentdistrictsforWalgreensCompanies,separatedbylandmarkareas
whichdeterminethejoiningoflocationsforeachevent.Apartfromevents,aseasonalincentive
programforfluvaccinations,isofferedtothepharmacystaff.Duringthistime,bonusesare
awardedforquantityofflushotsadministered.Otherretailpharmacieshavesimilarstructures
foremployeeincentives,suchasCVSHealthandRiteAid.
TypesofCommunication
Writtenmaterialassociatedwiththeretailpharmacypracticeisprimarilycomprisedof
emails,faxes,andforms.Thesewrittenformsofcommunicationwouldbeconfusingtoan
individualwithouttraininginmedicalandpharmacyabbreviationscalledsigcodes.Joanne,a
pharmacistatWalgreens,stressedtheimportanceofbeingliterateinthisformofterminology.
Pharmacyschoolrequiresyoutoreadalotofdrugliterature,andtodowell,youmust
understandnecessaryabbreviations.Apartfromtheeducationaspectoftechnicalwriting,
emailsandfaxesaresenttodoctorsandinsurancecompaniesonadailybasis.Often,the

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pharmacistmustclarifyprescriptionsmadeoutbydoctorswhichisdonemostlybyemailor
throughthedoctorsnursingstaff.
Retailpharmacistscommunicatewithcustomersconstantlyintheircareer.Most
interactionsarepleasant,butitisdifficulttomeeteveryone'sneedsinanycareer.Joannefrom
Walgreenssayslanguageandculturaldifferencesareabarrierofcommunicationbetweenthe
pharmacistandcustomers.Pharmacistsareabletotranslatemedicalinformationtoplainenglish
anddothebesttheycantotranslatetootherlanguages,butitishighlyprobabletheinformation
isnotbeingreceivedcorrectly.AtthistimetherearenointerpretersfortheWalgreenspharmacy,
althoughmanypeoplebringchildrenorrelativeswhospeakenglishtotranslatetheinformation.
DiscussionofResults
Afteralltheresearchwasstudied,itwasclearthatmanyfactorsaffectedthe
organizationalcultureandcommunication.Thepharmacysettingissubjecttomanyrulesand
regulationssetbystateandnationalgovernment.Thesestrictguidelinesdepicttheoverall
cultureofretailpharmacy,whileindividualcompanieshavecreatedasubculturewithintheir
pharmacydivision.Thecommunicationassociatedwithretailpharmacyisgreatlycentered
aroundpatientcare.Equallyimportant,arethecommunicationstylesusedamongstdoctors,
insurancecompanies,andcoworkerswheretechnicallanguageiskeytounderstandingone
another.Basedontheresearchandpersonalexperiencesgathered,Isuggesttherearetwoareas
ofaretailpharmacistscareer,thataremostimportantinstrengtheningtheorganizationalculture
andthetypesofcommunication.

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ASympatheticApproachtoPatientCare
Themajorityofpeoplewhoarevisitingthepharmacyareinsomekindofpain.Asa
pharmacist,itisnotonlyrequiredtoefficientlydispensemedicationsoverthecounter,butto
possesacertaindegreeofcompassionwhiledoingso.Theyneedcompassion.Theyneedyouto
maketheirlivesaseasyaspossible.Iftheyarecomingthroughthedrivethruandneedabottle
ofchewableantacid,Illgrabitforthem.Iftheyneedlightbulbs,I'llgrabthem,too.IfIcanfitit
throughthedrawer,I'llputitinyourorder.(Sochoka,2013).Thisisthetypeofemphasis
pharmacistsneedtoputforthfortheircustomerssake.Byeffectivelyutilizingverbal
communicationskillswithpatients,pharmacistscanofferagreaterrangeofsupport.
Alternatively,theremaybepatientsthatcomealongandwishtotaketheirproblemsout
onthepharmacist.Teamworkisafundamentalaspectinthepharmacy,especiallyinstressful
situations.Problemsthatmayarisearebetterdealtwithwhentheculturewithinthepharmacy
followsacodeofconductandsupportseachother.
CulturalEducation
Althoughcontinualeducationisalreadynecessaryforapharmacisttomaintaintheir
license,theU.S.isbecomingmoreandmoreculturallydiversewithlittleeducationofother
cultureslinkedtothetradionalofdrugprescription.Dependingonthelocationofpharmacies,
theculturalfactorassociatedwithmedicationsmaynotbeasrelevant.AccordingtotheUS
Census,by2020,Asianswillcomprise6.5%andHispanics16%oftheUSpopulation.(Sleath,
2003).Notallculturesareaswillingtovisitthedoctortoreceiveaprescriptionforanailment,
1of3Americansusesalternativetherapies,yetveryfewpatientstelltheirhealthcareproviders.
(Sleath,2003).Communicatingprescriptionandmedicalinformationaccuratelytocustomers,is

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veryimportant.Theeasiercommunicationbetweenthepharmacistandthepatientis,thebetter
therelationshipbecomes.Itisvitalforpharmaciststocreateanenvironmentwherepatientsare
comfortableenoughtosharetheirbeliefsaboutmedicine.
ConclusionandRecommendations
Thepharmaceuticalfieldisalwaysadaptingthroughtechnologyanddiscoveriesofthe
humanbody,inattemptstoimprovethequalityoflife.Drugs,vaccines,andimmunizationsare
toooftentakenforgrantedwhentheyhavehelpedtoeliminatedevastatingdiseasesfromthe
U.S.Pharmacistsarethegateway,theyareextremelyeducatedindividualswhocarryagreatdeal
ofresponsibility.Successasaretailpharmacistwithintheorganizationalcultureisdependanton
astrongknowledgeofthepharmaceuticalpracticeaswellasimpeccablecommunicationskills.
Therearetworecommendationsthatcanbemadefortheimprovementoftheretail
pharmacist.First,istoapproachpatientcarewithmoresympathy,alwayskeepinginmindthe
patientismostlikelyinpain,andtomaketheirexperienceatthepharmacyapleasantone.
Second,istoactivelyeducatethemselvesaboutthedifferentculturesmostprevalentaroundtheir
pharmacy.Inthiswaypatientrelationshipscanbeachievedthroughculturalunderstanding.If
theserecommendationsarefollowed,pharmacieswillbecomeanenvironmentwherecustomers
feelcaredfor,notjustanotherpersoninline.

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WorksCited
JSochoka.(2013,August8).Secretsofpharmacyservice.[Weblogcomment].Retrievedfrom
http://www.pharmacytimes.com/blogs/pillerofthecommunity/0813/secretsofpharmacycusto
merservice

Sleath,B.(March1,2003).Becomingaculturallycompetentpharmacist.
PharmacyTimes
.
Retrievedfrom
http://www.pharmacytimes.com/publications/issue/2003/200303/2003037167

UtahDivisionofAdministrativeServices.(2015).
Pharmacypracticeactrule
.(RuleR15617b).
SaltLakeCity,Utah.Retrievedfrom
http://www.rules.utah.gov/publicat/code/r156/r15617b.htm

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Alisha Moses

[Address, Phone Number, Email]


Objective

Application for Pharmacy Technician position at St. Mark's Hospital.

Education
Salt Lake Community College
-
Associates Degree Of Science

2013 - PRESENT

Technical Writing, Human Biology, Chemistry, Physics


Graduation Date: December 17, 2015

Jordan Applied Technology Center


- CNA Certification
January, 2011 - June 2012

First Aid & Safety, Medical Terminology

Copper Hills High School


-
Diploma
Graduated: 2012

Work Experience
Legacy House of South Jordan
-
June 2011 - March 2012

Performed CNA duties which included assisting residents with daily activities, charting all activities,
communicating with family members and medical personnel.

S&S Roofing Inc.


-
March 2013 - August 2014

Performed administrative duties such as screening calls, created spreadsheets, prepared invoices,
handle payment transactions, customer collections, and managed salesman calendars.

MBK Senior Living


- January 2015- Present
Server. Assist residents during mealtimes and provide excellent service.

Positive Qualities
Type 50 wpm, Self motivated, Able to resolve conflicts professionally, Excellent organization and
customer service skills, Fluent in Spanish

References:
Available upon request.

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