Retail Management Solutions Hits the Road for Customer Satisfaction Tour

December 30, 2010, Retail Management Solutions (RMS), an Olympia, Wash. company specializing in retail pharmacy technology began a tour of the United States today, with the goal of visiting current and potential customers along the way. With customers facing a glut of communications, from direct mail, to text message, phone calls and countless emails, RMS is taking to the streets to meet the people and businesses that use their products.

Chris Gage, vice president of operations, sold her home in 2010, purchased an RV, and hit the road in an effort to open lines of communication with pharmacists. Ms. Gage will be speaking with customers at small and mid-sized pharmacies around the country in order learn how to improve RMS’s products and improve communications.

“By speaking with our customers face-to-face, we will be able to build stronger relationships so that when one of our customers has a question or concern, they feel completely comfortable picking up the phone and working with us to find a solution,” said Gage. “We have a reputation as an industry leader and it’s important that we meet those expectations and provide the best service possible.”

As one of the most highly regulated retail sectors, pharmacies are faced with rapidly changing government policies and mandates. RMS’s deep understanding of the industry means that they often provide updates to customers on compliance issues and changing technology needs. However, as pharmacists face a multitude of communications in all forms, important information sometimes gets lost in the shuffle.

“Pharmacists value personal interaction. They meet with dozens of customers a day and build meaningful relationships with the people that visit their store. We feel that those values shouldn’t be lost in an age of e-marketing, Facebook campaigns, and teleconferences,” said Brad Jones, president and CEO of Retail Management Solutions. “With customers around the country, we’ve realized that we weren’t making those connections as frequently as we would like and we had to do something to change that.”

Gage is starting her tour on the West Coast traveling south from Vancouver, Washington to the San Francisco Bay area and into Los Angeles in late January. RMS customers in those areas are encouraged to contact Ms. Gage with any questions or to set up a meeting.

Most Over-The-Counter medicines and drugs no longer eligible for purchase with an FSA card unless prescribed

WASHINGTON  Dec 21, 2010 The Internal Revenue Service today issued new guidance allowing the continued use of health flexible spending arrangement (FSA) and health reimbursement arrangement (HRA) debit cards for the purchase of prescribed over-the-counter medicines and drugs.

The new guidance modifies previous guidance to permit taxpayers to continue using FSA and HRA debit cards to purchase over-the-counter medications for which the taxpayer has a prescription. Effective after Jan. 15, 2011, in accordance with the new guidance, this use of debit cards must comply with procedures reflecting those that pharmacies currently follow when selling prescribed medicines or drugs.

The procedures include requirements that a prescription for the medication be presented to the pharmacy or the mail-order or web-based vendor that dispenses the medication and that proper records be retained.

In accordance with the Affordable Care Act, the cost of over-the-counter medicines or drugs can be reimbursed from a health FSA or HRA if a prescription has been obtained. The requirement to obtain a prescription does not apply to insulin.

The prescription requirement applies to purchases made on or after Jan. 1, 2011, and not to purchases made in 2010 even if reimbursed after Dec. 31, 2010. Because the requirement applies only to over-the-counter medications, it does not apply to other health care expenses such as medical devices, eye glasses or contact lenses.

The new guidance, IRS Notice 2011-5, as well as answers to frequently asked questions on IRS.gov, also contain further details on health FSA and HRA debit card purchases, including purchases from health care providers other than pharmacies and mail order and web-based vendors.

For guidance on health FSA and HRA debit card purchases at “90 percent pharmacies,” see IRS Notice 2010-59. More information on health care reform provisions can be found on the Affordable Care Act page on IRS.gov.

I am also providing a link to an older post http://rms-pharmacypos.blogspot.com/2010/07/health-care-reform-and-fsa-cards.html that explains what is and isn't eligible beginning Jan 1, 2001.

Also, please note that the IRS has granted a SIGIS request to allow the industry until January 15th to be in compliance with the new rules. This gives all of us the opportunity to ensure the new eligible items list is downloaded and in place without having to have staff working overtime on the weekend to be in compliance.

As always if you are an RMS customer, your new list will be downloaded to you automatically. More information will be sent to you directly in the coming weeks.

94% of Customers Using RMS Live Support Chat say they will use it again.

Monday, January 17, Olympia WA

In October, RMS launched Live Support Chat, giving customers with quick support questions the opportunity to interact with a support technician immediately via a live chat window available at http://www.rm-solutions.com/. Since the launch, 94% of the customers that have used the service say they will use it again.

"We are extremely pleased with the results to date and encourage more of our customers to take advantage of the service which give immediate access to a technical support representative for quick "how to" questions," said Brian Hillman, RMS's support manager.

Live Support Chat is available from 10am Eastern to 7pm Eastern Monday through Friday. Those hours may expand as usage increases. Toll free support remains 24/7.

Live Chat allows for quick answers to how-to questions. In many cases the support tech can send the customer a detailed How-To document via the chat window.
"We are excited to offer this new service in our never ending commitment to providing the best customer experience possible," said President & CEO Brad Jones.

If for any reason the support tech cannot assist the customer via Live Chat, a support case is immediately added to the support queue just as if the case had been entered via the company’s website or toll-free support line.

Pharmacy gets $75 million fine for selling meth ingredient

Click title above to read article.

Pharmacists Take Larger Role on Health Team at Barney's Pharmacy

Click on the title above which links you to an article in the NY Times discussing the importance of pharmacist involvement in helping patients management their ailments. This article features RMS customer Barney's Pharmacy in Georgia.

Note: you will need to create a free account to NY Times online to view this article.

HHS pulls final HITECH Act breach rule to get it right

As you read the full content of the article (click on the title above to read the article), the important point to note is that the interim final rule remains in full affect and that you must have a written plan and training in place to deal with a breach of patient privacy. If you are not familiar with the HITECH Act and the substantial impact it has on you and your pharmacy, Google "HITECH Act" and you will find plenty of information. The HITECH Act puts teeth behind HIPAA and failure to comply can result in substantial penalties. Click on the title above to read the article.

RMS Customer Jim Vallee of C&C Drugs receives the 2010 Ken Wurster Community Leadership Award

The award, given by Cardinal Health, recognizes an independent pharmacist for outstanding contributions to his or her community and was created in honor of Tampa, Fla., independent pharmacist Ken Wurster, who passed away in 2008. Wurster was highly regarded for his commitment to serving his customers, epitomizing the role of pharmacist who took responsibility for the wellness of his community.  Last year's recipient Harold Harmon from H&M Drugs is also an RMS customer.  Congratulations to Jim and his family for being recognized with this prestigous award. 

To read more about Jim Vallee's accomplishments click this link http://cardinalhealth.mediaroom.com/index.php?s=43&item=357.

To read more about Harold Harmon's accomplishments click this link http://www.cardinal.com/content/news/832009_65835.asp.

Check out the new "Our People" section of the RMS website

Please check out the "Our People" section located under the About Us tab of the RMS website.  Or simply click this link http://rm-solutions.com/about/our_people/.  The four people you speak to most ofter are shown immediately and their is a search button for the rest of us.  You can simply type the person's name and it will bring them up.  If you don't know the full name, just type the first name and it will bring up anyone with a match.  We hope this helps you learn a little bit more about the people devoted to serving your needs.

RMS Announces Interface to Telecheck

Retail Management Solutions is pleased to announce certification with First Data's TeleCheck risk management solutions.

Check Verification
Accept more check payments with less risk and a higher level of protection against fraudulent and returned checks. TeleCheck uses leading risk assessment technology, extensive check writer negative and activity databases to evaluate the risk of accepting a check. They offer both Verification and Warranty Service options so you can determine the risk coverage level that is right for your organization.

Electronic Check
In addition, we offer Electronic Check Acceptance (ECA), where checks can be converted to electronic transactions at the POS to streamline processing and get you your money faster. And with our TeleCheck Pro21 Settlement option, not only can you process consumer checks electronically, non-consumer checks such as B2B checks, can now be sent electronically too, saving you time and money.

With TeleCheck Check Solutions, you can:

-- Make fewer trips to the bank
-- Reduce bank fees and processing costs
-- Improve cash flow and operational efficiencies
-- Streamline back office operations
-- Reduce the risk of lost, stolen or damaged checks
-- Protect your customers’ personal information

You can also help your customers:
-- Reduce the likelihood of identity theft
-- Manage record keeping and easily balance their checking accounts
-- Select the payments that they prefer to use

Call our sales department at 877-767-1060 for more information.

Health Care Reform and FSA Cards

On March 23, 2010 the Patient Protection and Affordable Care Act and the Health Care and Education Reconciliation Act of 2010 (collectively "the Act") were signed into law by President Obama. The Act includes a number of modifications to employee benefit programs including a new provision as to what is considered eligible for reimbursement under Section 106 of the Internal Revenue Code of 1986, which affects requirements for transactions conducted with payment cards accessing these funds, by adding the following:

''(f) REIMBURSEMENTS FOR MEDICINE RESTRICTED TO PRESCRIBED DRUGS AND INSULIN.- For purposes of this section and section 105, reimbursement for expenses incurred for a medicine or a drug shall be treated as a reimbursement for medical expenses only if such medicine or drug is a prescribed drug (determined without regard to whether such drug is available without a prescription) or is insulin.''

For Sigis members who are IIAS certified, the significance of the change is represented in its impact to the Eligible Products List (EPL). Under the Act, items such as cough medicines, pain relievers, acid controllers, and diaper rash ointment will no longer be eligible for purchase using FSA or HRA payment cards. Instead, consumers will be required to purchase these items using some other form of payment and then submit a reimbursement request, accompanied by a doctor's prescription to their health benefit plan. Insulin and other OTC items, such as band-aids, will continue to be eligible without a prescription.

Though the specific list of items affected has not been completely assessed, the following categories of OTC items will require a doctor's prescription and thus, cannot be purchased using a health care debit card:

• Acid Controllers
• Allergy & Sinus
• Antibiotic Products
• Anti-Diarrheals
• Anti-Gas
• Anti-Itch & Insect Bite
• Anti-parasitic Treatments
• Baby Rash Ointments/Creams
• Cold Sore Remedies
• Cough, Cold & Flu • Digestive Aids
• Feminine Anti-Fungal/Anti-Itch
• Hemorrhoidal Preps
• Laxatives
• Motion Sickness
• Pain Relief
• Respiratory Treatments
• Sleep Aids & Sedatives
• Stomach Remedies

The following are examples of some of the OTC items that will remain available without a doctor's prescription:

• Band Aids
• Birth Control
• Braces & Supports
• Catheters
• Contact Lens Supplies & Solutions
• Denture Adhesives
• Diagnostic Tests & Monitors • Elastic Bandages & Wraps
• First Aid Supplies
• Insulin & Diabetic Supplies
• Ostomy Products
• Reading Glasses
• Wheelchairs, Walkers, Canes

While many provisions of the Act do not become effective for several years, the change described above becomes effective January 1, 2011. In advance of the effective date, Sigis has and will continue to assess the impact to the EPL, removing items no longer considered eligible under the Act, in order that certified IIAS members can meet the new eligibility criteria.

Should you have any questions please do not hesitate to contact SIGIS at help@sig-is.org or 925-275-6605.