2011 CVS Intern Performance Review

Transcription

1 2011 CVS Intern Performance Review Instructions: Review the rating definitions below and select a rating for each performance area and behavior on the subsequent pages. 1. The performance appraisal is separated into eight (8) performance areas. Refer to the rating scale below to rate yourself on each behavior on the worksheet, based on your performance over the past 12 months for each performance area. a. If you were hired or promoted after June 1, 2010 base the self-review on performance from that point forward. 2. Use the ratings on the completed worksheet as a guide to help determine your overall rating for each performance area on the self review form. a. Provide specific examples of your behavior on the self-review form to support your rating. No examples are needed for Meets Expectations (ME). These will be very important in your discussion with your Pharmacy Preceptor. b. The Preceptor rating box will be completed by your Pharmacy Preceptor prior to the face-to-face discussion. 3. Reference the ratings for each performance area to recommend your overall rating on the last page. a. The Action Plan section will be completed during the face-to-face discussion with your Pharmacy Preceptor. 4. Fax, mail or deliver the completed form to your Pharmacy Preceptor by July 1. Definitions: Does Not Meet Expectations (DME) - Performance, effectiveness and behaviors are below expectations - Does not deliver on goals or key commitments. - Is unaware of the expectation to deliver results and does not accept personal responsibility for performance. - Blames others for lack of results. - Feedback from customers and colleagues is sometimes negative. - Immediate improvement must be made in days or the individual will be unable to continue in the role as defined. Needs Improvement (NI) Meets Expectations (ME) Exceeds Expectations (EE) Outstanding Performance (OP) - Performance, effectiveness and - Performance, effectiveness and - Performance, effectiveness, and - Performance, effectiveness behaviors are adequate in some behaviors meet most major goals behaviors are consistently strong. and behaviors are at the areas, but need improvement in and expectations. On occasion, Individuals receiving this rating highest levels, significantly other areas. an individual with this rating may achieve results that exceed goals exceeding all expectations. - Only partially meet expectations even exceed goals and and expectations. Makes the greatest on many goals and expectations. - Consistently performs above the contribution, especially when responsibilities. Additional - Performs and follow-throughs on level of peers. compared to the performance development is required in certain assignments and goals in a solid - Identifies opportunities that of others. areas. manner. impact personal, store, and - Significantly exceeds - Makes excuses or waits and - Understands business needs company performance and moves established goals and hopes issues resolve on their and demand and takes actions to quickly to deliver solutions. expectations, sets new own. achieve expectations. - Feedback from customers and standards, challenges the - Feedback from customers and - Demonstrates an owns it colleagues is consistently status quo, raises the bar, and colleagues is occasionally mentality. positive. surmounts significant negative. - Feedback from customers and challenges. - It is expected that with an colleagues indicates the individual - Is a role model for others; appropriate Improvement Plan, performs well and adds value to consistently asking, What performance will reach ME the organization. more can I do to make a within a reasonable time period. difference? - Consistently receives extremely positive feedback from customers and colleagues. Page 1 of 7

2 Intern Performance Areas and s Worksheet Use the worksheet below to provide a Self using the rating definitions above for each behavior. This will provide the basis for your overall ratings on pages 4 and 5. 1.) Leads & Develops Team - fosters engagement by leading, developing and motivating others a. Provides feedback to preceptor to help improve individual and team performance b. Collaborates and interacts with all groups throughout the store to understand opportunities for synergies 2.) Engages Self and Others leads with energy, self-confidence and understanding in ways that motivate colleagues to achieve more than they thought possible a. Demonstrates dedication and flexibility and does the right thing for the success of the store, district, or broader organization b. Supports CVS Caremark s vision, mission, and values through words and actions c. Addresses issues, follows through, and takes action to resolve them d. Takes an active role in personal and professional development e. Demonstrates professionalism, a positive attitude, and personal accountability; takes initiative f. Interacts with the team during all steps of the engagement process 3.) Delivers Influential & Effective Communication tailors patient and colleague interaction to ensure impact and influence a. Communicates effectively and openly with the entire store team, supervisor, patients and caregivers b. Values the opinions of others, and encourages others to openly share their ideas and perspectives c. Shares best practices, knowledge and experience d. Seeks to understand the thinking and feelings of others and tailors messages to influence behavior Page 2 of 7

3 4.) Maintains Business & Service Foundation while demonstrating openness to new innovation a. Maintains baseline service expectations while driving new initiatives b. Leverages available tools and resources to accomplish daily Pharmacy operations c. Approaches all responsibilities with positive outlook d. Supports new initiatives 5.) Manages Workflow & Quality Assurance makes decisions that ensure timeliness and accuracy of all prescriptions a. Consistently executes the 7 mandatory elements of PSI b. Ensures the safety and accuracy of the prescription filling process by leveraging tools and resources provided by the company c. Follows policies and procedures according to most stringent (state, federal or company) regulation d. Follows privacy practices 6.) Influences Patient Care / Medication Management anticipates patient behavior opportunities and challenges/drives adherence to medication a. Takes ownership to ensure patient care programs are executed as designed b. Assists in creating an environment that promotes the benefits of patient care c. Understands key levers to reach KPM targets d. Influences patient adherence behaviors through effective counseling to drive healthy outcomes and reduce overall healthcare costs e. Leverages tools to maximize the effectiveness of patient care programs 7.) Delivers Results drives self and others, sets course and course corrects to achieve goals a. Understands business needs and provides support accordingly b. Impacts store s financial performance by understanding P&L, payroll, and sales & script budgets c. Achieves pharmacy business metrics including Execution Score card, Triple S, KPMs d. Manages and understands regular and outside vendor inventory to ensure in-stock and promise time 8.) Focuses on Customer & Market demonstrates a passion for providing superior service a. Effectively and proactively resolves customer issues b. Recognizes and differentiates the customer experience for Caremark patients c. Takes action to achieve Excellent store status d. Recognizes and addresses patient needs and demonstrates empathy e. Partners with healthcare providers (including MinuteClinic) to build relationships and strengthen our presence in the community f. Considers local market dynamics (competitors, independent pharmacies, etc) to maximize business opportunities Page 3 of 7

4 Self Review Form Name: A/R/D For each Performance Area, please provide a Self using the rating definitions above. If you feel your rating is anything other than Meets Expectations, please provide comments and examples in the space provided below to support your rating. 1. Leads & Develops Team Self Review Comments and Examples: Self : Preceptor Comments and Examples: Rx Preceptor : 2. Engages Self and Others Self Review Comments and Examples: Self : Preceptor Comments and Examples: Rx Preceptor : 3. Delivers Influential & Effective Communication Self Review Comments and Examples: Self : Preceptor Comments and Examples: Rx Preceptor : 4. Maintains Business & Service Foundation Self Review Comments and Examples: Self : Preceptor Comments and Examples: Rx Preceptor : Page 4 of 7

5 5. Manages Workflow & Quality Assurance Self Review Comments and Examples: Self : Preceptor Comments and Examples: Rx Preceptor : 6. Influences Patient Care / Medication Management Self Review Comments and Examples: Self : Preceptor Comments and Examples: Rx Preceptor : 7. Delivers Results Self Review Comments and Examples: Self : Preceptor Comments and Examples: Rx Preceptor : 8. Focuses on Customer & Market Self Review Comments and Examples: Self : Preceptor Comments and Examples: Rx Preceptor : Pharmacy Preceptor Overall Evaluation: Self : Rx Preceptor : Page 5 of 7

6 Intern Training & Development Name: A/R/D For each Performance Area, please provide a Self using the rating definitions above. If you feel your rating is anything other than Meets Expectations, please provide comments and examples in the space provided below to support your rating. 3 rd Year Training Comments: Self Preceptor Completion and application of 3 rd year courses 4 th Year Training Comments: Self Preceptor Completion and application of 4 th year courses Completion and results of 4 th year Intern Development Exercises 5 th Year Training Comments: Self Preceptor Completion and application of 5 th year courses Completion and results of 5 th year Intern Development Exercises Action Plan / Next Steps: Follow-up Date: (To be completed during performance review meeting) Page 6 of 7

7 Intern Signature Date Preceptor Signature Date Page 7 of 7