7 Key Strategies to Boost MTM Performance Score

The Outcomes Performance Score is assigned to an MTM Center (pharmacy or practice site) ranging from 0 to 5 with 5 being the highest. This score is based on your CMR and TIP completion rates. Based on performance in the evaluation categories, MTM Centers are measured against all other MTM Centers in the Outcomes network.

You can view your MTM performance metrics on the Dashboard of your MTM Center. These metrics include your MTM performance score, percentile rank, and opportunity completion rates for your MTM Center. All metrics reflect year to date activity for the current calendar year.

Maximizing your Outcomes performance score leads to better financial performance and improved patient care. Use these 7 key strategies to elevate your performance and stand out as a top MTM Center.

How to Boost Your Outcomes Performance Score

Log In and Complete Services Daily

Consistency is key. Set a target number of services to complete per day or per week depending on your MTM Center’s volume of opportunities. Even completing one opportunity per day positively impacts your performance metrics. Logging in daily ensures you never miss new opportunities.
Resolve 100% of MTM Opportunities

Strive to complete all MTM opportunities successfully for primary patients – patients who fill a majority of prescriptions at your pharmacy. Completion rates are the key performance indicators of your performance score. Once you have tackled your primary patients, attempt opportunities for non-primary patients to grow your customer base and reach.
Utilize Your Support Staff

Share the workload! Delegate prep work, patient outreach, and follow-up documentation to trained support staff. This allows pharmacists to focus on what is required of their clinical knowledge and licensure. Some TIPs can also be completed by technicians under the supervision of a pharmacist.
Best Practices: Communicating with Patients

Build trust and drive engagement with these strategies:
- Introduce yourself and explain you are calling to discuss a medication(s).
- Use simple, patient friendly language. Do not use the words MTM or Outcomes, as those may not be familiar to the patient.
- Listen actively and personalize your approach.
- Offer solutions and reinforce the value of the service.
Best Practices: Communicating with Prescribers

Improve collaboration by:
- Be clear, concise and clinical in your communication and rationale.
- Use Outcomes prescriber fax templates or contact the prescriber office as needed.
- Follow up to close the loop.
- For prescribers you receive prescriptions from regularly, work to establish a relationship with the office and explain the value of your recommendations and clinical services.
Put your work in Pending status and document ASAP

Timely documentation helps ensure accuracy and prevents important details from being forgotten. Make it a habit to document immediately after a call or in real time during the conversation whenever possible. If you have started work on an opportunity, select “Save for Later” on the TIP to save your work and to act as a reminder to follow up and complete it later. Ensure you schedule CMRs in progress to reserve the work to your MTM Center. Start it when you can, and finish when you're ready! 
Become an Outcomes Auxiliary Pharmacy Mapping (APM) Pharmacy

If you’ve mastered steps 1-6, have a performance score of 4 or 5 and are interested in offering MTM to patients outside your pharmacy, consider becoming an APM Pharmacy. APM pharmacies can receive additional MTM opportunities and often see higher patient volumes and bonus earning potential. If you are interested in becoming an APM Pharmacy, click here to register.

By following these 7 pointers, your pharmacy can improve its performance score, deliver exceptional patient care, and capitalize on even more revenue through Outcomes.

Need help implementing these steps? Reach out to your Outcomes representative or our client support for help!

info@outcomes.com | (800) 677-8525