At first glance, MTMs are easy money. Have a quick conversation, submit some paperwork, and get paid. But do you have the time? I mean to really sit down, do the paperwork, contact doctors, insurances, and then speak with the patient? Are your MTMs done with quality and care?
It's Not A Lack of Motivation
Pharmacists and technicians go to work every day with the intention of helping people live a healthy life. MTMs are an integral part of how pharmacy staff can achieve that goal, but it's time consuming in an environment that's a little too closely related to the fast food industry these days.
MTMs aren't just one task - they're a chain of tasks:
- Identifying eligible patients
- Gathering a medication history from the patient, doctors, other pharmacies, etc.
- Scheduling the consultation / Completing the consultation
- Documenting everything properly
- Submitting the claim
- Scheduling follow-ups
Slack in one part and the entire process can crumble before your eyes. Layer those steps into the typical pharmacy workflow – could you do it all in a days time? Consistently? With phones ringing, scripts piling up, vaccines, insurance problems, and everything else that comes along with healthcare?
MTMs don't fail because they're not valuable, they fail because they compete with everything else.
Even when time is set aside for MTMs, the process doesn't always move as smoothly as expected. What looks straightforward on paper can become complicated in practice, especially when documentation requirements are highly specific and sometimes unclear. Pharmacy staff might find themselves second-guessing whether a review meets all necessary criteria, which slows the whole process. A completed review might sit unsubmitted simply because no one is certain how to finalize it.
What starts off as a manageable addition to the workflow, can turn into extra work that never really pays off in the end, and thus, is neglected after a while. As those delays and uncertainties build, MTMs become dreaded work - which is not the emotion you want to feel when going into a healthcare consultation.
Why Lost Revenue Doesn’t Look Like A Loss
One of the biggest challenges is that when MTMs fall off, nothing immediately feels wrong. It feels like bonus cash, so if doesn't get completed, you’re not missing out on anything. But that’s where the trick plays with your mind - because you are missing out.
Consider this - an eligible patient gets flagged in the system and a technician makes note to call them after finishing up a daily task. But after that script is filled, the technician answers the phone that hasn't stopped ringing since opening, and eventually forgets or reprioritizes the MTM call.
This isn’t surprising. The “bonus” is almost always attached to the word “optional”. But in a world where reimbursement rates are terrible and independent pharmacies are disappearing throughout the country, MTMs can be a lifesaver. A missed CMR or TMR might seem like no big deal, but once those opportunities start pilling up and the amount of missed revenue increases - then you realize the mistake. What could have been a steady, reliable stream of income becomes inconsistent and almost non-existent.
Who’s Responsible Anyway?
Ownership of MTMs is often overlooked. When there’s no clear person responsible from start to finish, it can cause confusion. That in-between space where everyone is somewhat involved, but no one takes accountability, is where MTMs go to die.
With no one committed to the task, consistency becomes impossible. Over time the lack of structure promotes a disorganization that complicates a reletively simple process. This is why smaller pharmacies look to outside sources to focus solely on this specialized service.
The Difference Isn’t Effort. It’s Structure.
MTMs fade out because the process behind them isn’t built to survive a real workday. When time is limited, responsibilities are shared, and steps feel uncertain, even the best intentions can slip up. Over time, “later” turns into “not at all” and something that once had real potential becomes inconsistent and difficult to rely on.
The difference for pharmacies that continue to succeed with MTMs is not effort alone, but is structure and a clear plan. Whether that means refining internal workflows or leaning on specialized support to help manage the entire process, the goal is the same.
If your pharmacy has started, stopped, and attempted again…then it might be worth looking at the process behind MTM completion.
If MTMs keep getting pushed to “later”, you’re not the only one.
I work with independent pharmacies to keep things organized, submitted, and completed without adding more to your plate.
Make MTMs Work Again,
With Pharmercy Support
