Tuesday, October 29

Fixer Upper: Pharmacy Front-end Remodels

Tuesday, October 29
10:15-11:45 a.m. 

There is no TV show for pharmacy makeovers, but this session is the next best thing. Whether a coat of paint or a complete demolition, front-end updates can revitalize your OTC profits. In this session, NCPA front end guru and merchandising expert Gabe Trahan walks you through numerous examples of budget-minded remodels with his before and after gallery of inspiration. Find out what to do — and what to avoid — in this engaging session.

Walk away with:

  • Chip and Joanna Gaines-worthy redesign ideas to reinvigorate your front end.
  • Pharmacy remodel mistakes to avoid.
  • Proven budget-minded examples of real world

Gabe Trahan, NCPA senior director of operations and marketing. Gabe Trahan has worked with hundreds of community pharmacies of all sizes to help them improve their images and ultimately boost front-end profits. From conducting in-store and virtual consultations to presenting at educational workshops and writing extensively on front-end retailing, Gabe has established himself as the leading expert in effective and innovative front-end design and merchandising.

Pharmacist and Pharmacy Technician Learning Objectives:

  1. List the attributes of a pharmacy retail floor plan that is inviting to patients and encourages complete store browsing while maintaining a professional pharmacy atmosphere.
  2. Identify OTC categories that need adjustment to improve inventory control.
  3. Describe pharmacy redesigns that restrict patients’ navigation through the pharmacy and detract from the patient experience.

ACPE UAN: 0207-0000-19-322-L04-P | ACPE UAN: 0207-0000-19-322-L04-T | 1.5 contact hours (0.15 CEUs) | Activity Type: Knowledge-Based 



Take 5! Cash-Based Service Edition

Tuesday, October 29
10:15-11:45 a.m. 

Six pharmacy peers will Take 5 minutes to tell you about a revenue-generating service or offering in their pharmacy that is working well for them. Then you’ll have 10 minutes to interact, ask questions, and offer suggestions. When time runs out, it’s on to the next one. Of course, there’s plenty of time at the NCPA Convention for further one-on-one dialogue to follow up and learn more from each other. You’ll love this fast-moving 90 minutes of profit pearls.

Walk away with:

  • Six revenue-generating ideas.
  • Implementation tips for success.
  • Peer best practices and lessons learned from new service offerings.

A Panel of Six Pharmacy Peers

Michelle Crouse, PharmD, Multiple Pharmacies in Arkansas

Vicki Einhellig, RPh, Good Day Pharmacy

Rai Cary, PharmD, Finksburg Pharmacy

Saswat K. Kabisatpathy, PharmD, Rx Clinic Pharmacy/Avant Institute

JJ Peek, PharmD, Pharmacy Providers of Oklahoma

Kathy Campbell, PharmD, Medicap Pharmacy

Pharmacist and Pharmacy Technician Learning Objectives:

  1. List at least three patient care services that can be offered in the community pharmacy.
  2. Discuss ways to integrate pharmacist-prescribing of contraceptives into workflow.
  3. Discuss types of wellness testing that can be offered in the community pharmacy setting.

ACPE UAN: 0207-0000-19-324-L04-P | ACPE UAN: 0207-0000-19-324-L04-T | 1.5 contact hours (0.15 CEUs) | Activity Type: Knowledge-Based


Caring for Patients on Opioids

Tuesday, October 29
10:15-11:45 a.m. 

Do the right things for your patients on opioids and for your pharmacy. The potential and reality of opioid addiction has pharmacists taking extra care to serve these patients. You’ll learn about workflow best practices, treatment options, and steps to take to protect this vulnerable patient population.

Walk away with:

  • Confidence in your ability to care of chronic pain patients.
  • The ability to triage pain and advise how to use non-opioid and non-prescription medications to treat pain.
  • A strategy for documenting patient interactions related to opioids.


Lorri Gebo-Shaver, PharmD, owner, Shaver Pharmacy & Compounding Center. In her role as CPESN Idaho luminary, she has worked to create awareness and forge opportunities with ACOs, hospitals, health plans, and Medicaid. She is a leader in her state with the adoption of ecare plan documentation into workflow, especially when applied to pharmacist-led opioid education for patients.


Caitie Brown, PharmD, PGY-1 resident, Shaver Pharmacy & Compounding Center. She is graduate of Samford University McWhorter School of Pharmacy, is currently completing a PGY-1 community-based residency at Idaho State University, and is the network liaison for CPESN-ID. She is conducting a research project on the current opioid workflow at Shaver Pharmacy and Compounding Center and is directly embedded in the clinical workflows of the pharmacy.


Shanna O’Connor, PharmD, Assistant Professor, College of Pharmacy at Idaho State University. She is on the faculty at Idaho State University College of Pharmacy and Lead Network Facilitator for CPESN-ID. She is an expert in innovative non-dispensing service development and delivery in community pharmacies, is a consultant for workflow integration for community pharmacists in Idaho and Alaska, and has directly cared for patients with complex pain management concerns.


Pharmacist and Pharmacy Technician Learning Objectives:

  1. Describe workflow best practices for utilizing prescription drug monitoring programs.
  2. List non-opioid pain treatment including, but not limited to, other prescription and non-prescription medications and non-pharmacologic treatments.
  3. Discuss how to best document interventions in the patient care plan.

ACPE UAN: 0207-0000-19-323-L01-P | ACPE UAN: 0207-0000-19-323-L01-T | 1.5 contact hours (0.15 CEUs) | Activity Type: Knowledge-Based 



Opioid Monitoring Patient Disclaimer

Non-Opioids List

Naloxone Form

Initial Opioid Monitoring Form

National Association of State Controlled Substances Authorities

National Association of Boards of Pharmacy

Centers for Disease Control and Prevention-Opioid Basics

PDMP Training and Technical Assistance Center-Mandatory PDMP Use

DEA Safe Disposal Guide

Brief Pain Inventory

Opioid Therapy Assessment

Cash Flow, Inventory, and Your Financial Health

Tuesday, October 29
1:15-3:15 p.m

Knowing exactly where your finances stand month-in and month-out and acting on it can be the difference between working on your business and working in someone else’s business. This session breaks down the top performance indicators of thriving pharmacy businesses and how your pharmacy can be one of the best. Assess the financial health of your business and know where to sharpen the pencil. You can’t afford to miss this program.

 Walk-away with:

  • Tips to manage cash flow.
  • Basic understanding of financial statements.
  • Action-oriented suggestions for improving the profitability of your business today and for years to come.


Ollin B. Sykes, CPA, CITP, CMA, president, Sykes & Company, P.A. For more than 35 years, Ollin has been helping independent pharmacies grow their financial wealth. Ollin is intricately involved in all aspects of the business with a concentration in tax, business advisory services, and technology consulting for independent pharmacies and their owners.


Scott W. Sykes, CPA, Sykes & Company, P.A. Scott works directly with pharmacy owners, assisting with day to day accounting and tax compliance issues. He is also active in year-end payroll preparation, tax planning, and individual and corporate tax preparation for pharmacy owners and businesses.

 Pharmacist and Pharmacy Technician Learning Objectives:

  1. List nine best practices for managing community pharmacy operations.
  2. Discuss strategies for managing inventory effectively.
  3. Describe key financial indicators and benchmarks for your own business.

ACPE UAN: 0207-0000-19-325-L04-P | ACPE UAN: 0207-0000-19-325-L04-T | 2.0 contact hours (0.2 CEUs) | Activity Type: Knowledge-Based



Preventing and Preparing for PBM Audits

Tuesday, October 29
3:30-5:00 p.m

A simple mistake or omission can cost you thousands during a pharmacy audit. Believe it or not, there are pharmacies out there with a nearly 100 percent success rate in avoiding audit clawbacks. Owners of these pharmacies credit their workflow and staff-led audit review systems with their success, but PBMs are always looking for a new tactic to exploit. Take in frontline advice on preventing costly audits before they rob you. Plus, get an expert review of the latest PBM audit targets and how to defend yourself in this session.

Walk away with:

  • A documentation checklist for audit review.
  • A how-to guide to setting up your own audit prevention program.
  • Do’s and don’ts of audit preparation.

Richard Ost, RPh, owner, Philadelphia Pharmacy. Richard’s pharmacies have had great outcomes with PBM audits. His pharmacies regularly receive “NO CHANGE” audit results. Richard credits his workflow, staff, and the proactive audit review process for the success.

Trent Thiede, PharmD, vice president, PAAS National®. Trent helps to ensure the viability of independent community pharmacies nationwide. His company has analyzed more than 59,000 audits and saved members almost a half-billion dollars in audit recoupments.

Pharmacist and Pharmacy Technician Learning Objectives:

  1. Describe an example of an audit review procedure designed to help eliminate pharmacy risk.
  2. Discuss methods to train and coach pharmacy staff on audit prevention.
  3. List common audit red flags and strategies to defend against an audit.

ACPE UAN: 0207-0000-19-327-L04-P | ACPE UAN: 0207-0000-19-327-L04-T | 1.5 contact hours (0.15 CEUs) | Activity Type: Knowledge-Based



Adapting the Chick-fil-A Culture to Your Business

Tuesday, October 29
3:30-5:00 p.m

How do companies known for world-class service motivate their employees to deliver even when no one is looking? According to Chick-fil-A multi-restaurant owner and best-selling author, Arthur Greeno, it’s all about creating emotional connections with your brand. Join Arthur as he shares his strategy for instilling Chick-fil-A’s motto of “expect perfection, settle for excellence” into his teams and get tips for developing your employees into ambassadors of your brand in this session. It’s our pleasure.

Walk away with:

  • Ideas for adapting the Chick-fil-A culture to your business.
  • Branding tips for creating patient loyalty.
  • Strategies for dealing with team pushback.

Arthur Greeno, Chick-fil-A owner and operator. Arthur Greeno is the owner and operator of two Chick-fil-A restaurants in Tulsa, Okla., an Amazon best-selling author, a mentor, and a coach. Chick-fil-A believes customer service means “to serve,” and Arthur trains his team to do just that. Teaching his team and others about how to honor their guests is an integral part of his business model. Arthur speaks across the nation about his story of leadership, marketing, and overcoming odds throughout life.

Pharmacist and Pharmacy Technician Learning Objectives:

  1. Describe components of a remarkable company culture.
  2. Discuss real-life examples of how company culture directly impacts business growth.
  3. Identify strategies for communicating and reinforcing your pharmacy’s culture with every member of the pharmacy team.

ACPE UAN: 0207-0000-19-326-L04-P | ACPE UAN: 0207-0000-19-326-L04-T | 1.5 contact hours (0.15 CEUs) | Activity Type: Knowledge-Based