Contacting ASC
What is the process when contacting ASC
What is: select "Consult" and WARM transfer to the Agent Support Center.
The caller request to speak to a Pharmacists
What is: the reason the patient is calling (ask probing questions)
Can I schedule a different manufacturer for my booster than I had for my primary series?
What is: Yes, the online scheduler will allow eligible patients to choose the COVID-19 booster manufacturer of their choice if it is available within 25 miles of their area.
Caller asks to place the PCC Technician on hold.
What is: Holding is not permitted on patient calls; however, PCC team members may hold for a prescriber’s office that needs to gather additional Patient/Rx information.
Must ASC agents take every call connected to them
What is: no, if the Technician and ASC representative discuss the scenario/review Patient profile and determine that a store transfer is the appropriate step to assist the caller, the Technician will disconnect from the ASC representative to return to the caller.
The caller request to provide a new/updated insurance information
What is: patient can upload a picture of their insurance on the Walgreens app or bring their insurance card to the pharmacy.
How many shots of COVID-19 vaccine are required?
What is: Both the Pfizer-BioNTech and Moderna vaccines require two shots for the primary series.
Caller requests a call back
What is: Walgreens is unable to call them back however they may give us a call back.
What call types need to be connected to ASC
What is:
1. Escalated Calls
2. Call inquires that need to be connected to the store, but the caller wants you to stay on the line
3. Unable to reach an interpreter after 60 seconds
4. Compliments
The caller is inquiring about the quantity or availability of a CII medication at the store.
What is: Advise the caller with a statement like the following: “For the safety of our stores and patients, we do not provide that information over the phone. Please bring your prescription to the Pharmacy and we will be more than happy to verify that for you.”
[2 attempts before transferring]
Is someone at Walgreens making appointments for these patients?
What is: Patients can schedule via our digital scheduler on Walgreens.com or via the Walgreens app or by calling 800- WALGREENS
Patient wants to return medication
What is: probe to determine the reason why the caller will like to return their medication. Base on the reason you may inform the caller that it will be up to the stores discretion or inform the caller that sold medication cannot be returned.