PHONE SKILLS - VOICE
PHONE SKILLS - ETIQUETTE
COMPOUNDS OVERVIEW
LIFEFILE BUCKETS - 1
LIFEFILE BUCKETS - 2
100
Made up of 5 distinct elements - Tone, Inflection, Pitch, Rate, & Volume
What is VOICE
100
Name 2 of the 5 suggested positive words
What is Definitely; Surely; Absolutely; Certainly; Fantastic
100
The art and science of preparing personalized medications for patients
What is Pharmacy Compounding
100
Description: Orders that have been submitted from doctors and need the process started
What is the New Bucket
100
Description: Orders that need a patient call to verify shipping, to inform of non-coverage by the patient’s insurance, and/or collect a payment
What is the New Commercial/Medicare Follow-Up Bucket
200
Quality and character of sound; Expresses your overall attitude; Name this VOICE element and 2 good qualities of it
What is (TONE - element); Friendly, Smiling, Relaxed, Clear, Upbeat, Under Control
200
The power of understanding and imaginatively entering into another person's feelings
What is EMPATHY
200
Explain "made from scratch"
What is individual ingredients are mixed together in the exact strength and dosage form requested by the prescriber
200
Tasks for this bucket include: Adding the patient’s Commercial/Medicare insurance to his/her profile in Pk, Updating an incorrect or expired insurance on the patient’s profile in Pk, & Using the demographics sheet on file, emdeon/medco websites, patient’s alternate pharmacy, patient’s medical/prescription insurance company, or patient to obtain the insurance information.
What is the Insurance Verification Bucket
200
Tasks of this bucket include: Linking patients and doctors to an order once the profile exists in PK & Sorting the prescription appropriately
What is the New Bucket
300
How you use your voice to emphasize or stress certain words and phrases to alter the entire meaning of a message
What is INFLECTION
300
Name 2 ways to actively listen carefully
What is 1. Try to use his/her name when addressing the caller; 2. Let the caller finish his/her thoughts without interruption; 3. Ask questions that clarify information and confirm that everyone is on the same page before moving forward; 4. Be polite; 5. Verbally acknowledge.
300
Name 3 forms of compounds Innovo can translate a medication into
What is Cream, Gel, Lotion, Ointment, Spray, Capsule, Solution
300
The 2 pieces of patient information that MUST be present on a script for it to be moved out of the New bucket
What is Patient's Name & Patient's Phone Number
300
Send from the Insurance Verification Bucket to HERE when: The order is for a new prescription and the patient’s insurance is on file in Pk.; The insurance has been added/updated to the patient’s profile in Pk.
What is the Need to Bill Bucket
400
Fill in the "BLANK" -- Balanced: Generally, speak in a slightly lower BLANK (not forced) to sound more soothing and mature. Questions should end on a higher BLANK. The ending of statements on a high BLANK can create doubt in the message.
What is PITCH
400
This saying helps to promote positivity and enthusiasm in your voice
What is "Smile as you dial!"
400
Compounding has become especially important for patients who need (name 2 of the 5 mentioned in the Weekly Team Meeting)
What is 1. Customized strengths/unique dosage; 2. Customized ingredients to treat a specific condition; 3. Medications free from allergy-triggering ingredients 4. Blending of multiple medications into one to reduce the number of medications taken 5. Creation of a dose not otherwise common
400
Orders are sent here from the Insurance Verification, & New Commercial/Medicare Follow-Up Buckets when; 1. We have attempted to contact the patient on 3 consecutive dates, with no response. or 2. The patient’s phone numbers listed are not in service, disconnected, or belong to someone else.
What is the Unreachable Bucket
400
Orders are sent here from the New Commercial/Medicare Follow-Up Bucket when the patient requests to make payment for prescription online, or pay after receiving a mailed invoice.
What is the Awaiting Payment Bucket
500
This element may make the message hard for the caller to grasp or may cause the caller to lose interest if not balanced
What is RATE
500
Name one phrase that can be used to create a more positive patient experience that was suggested in the Weekly Team Meeting.
What is “I recommend…”; “I would suggest…”; “All you need to do is…”
500
Name 4 of the 5 practice areas of compounds listed on innovorx.com
What is 1. Pain Management; 2. Wound Treatment; 3. Dermatology/Skin Conditions; 4. ENT (Ear, Nose, & Throat); 5. Female and Male Health
500
Orders remain in this bucket until: We have spoken to the patient to confirm all information, collect all monies (if applicable) and are ready to ship the prescription.; We have spoken to the patient to inform that we will not fill the prescription, due to non-coverage by insurance.; The patient is considered to be unreachable.; The patient or prescriber requests to cancel the order.
What is the New Commercial/Medicare Follow-Up Bucket
500
Send from New, Insurance Verification, or New Commercial/Medicare Follow-Up Bucket to the Expiration Review Bucket when the order is.......
What is The order is for a new prescription and the patient/doctor are from NC, SC, or TX.
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