PEC
Personal Emotional Connection
What is PEC
Open Ended Question
What is O in OARS
Why do we ask clarifying questions?
What is to know if we need to report an AE
How many points is exceptional?
What is 10
Soft skills can be used
Throughout the call example general call flow
We make this in the beginning of the call
What is Personal Emotional Connection
We need Affirmation
What is A in OARS
What is an example of a clarifying question?
When do we read the privacy statement?
What is when a 3rd party or caregiver is on the line
if you speak over a patient that is called?
Not giving the patient the right away
We can make this is the middle of the call
What is Personal Emotional Connection
We always need to Re-Affirm
What is the R in OARS
What does AE stand for?
What is Adverse Event
Why do we need to get the patient to the ISI?
What is because it is important safety information required by law.
We help the patient along on their
Qulipta journey
PEC is always good to use
What is through out the entire call
When we are done with the call we need to summarize
What is the S in OARS
My business is responsible for reporting all AE's
What is True
When do we say recorded line?
What is when we are making an outbound call
What does relationship building include?
What is PEC & OARS
On the scorecard where does PEC belong?
What is under Soft Skills
When is OARS used?
What is throughout the call
Is it an AE if the patient stopped taking Qulipta because of the cost?
What is No
Do you just place a patient on hold?
What is no we ask them if it's okay to hold
We make sure to let the patient know if we are having computer issues.
What is no, we want to carry on a conversation even if we are having computer issues.