Team Meeting

Brand/Generic

100

Lyrica

Pregabalin 

200

Prozac

Fluoxetine

300

Flomax

tamsulosin

400

FARXIGA

DAPAGLIFLOZIN

500

Lunesta

eszopiclone

eComms

100

How long do we wait before we disconnect a chat due to inactivity? 

5 minutes

200

What is the chat and email metric requirement for IPH?

4.1 IPH

300

If there are chats in queue can I still take my break?

Yes. Do not wait for coverage and take your break

400

Which is the correct formatting for a copay? $20 or $20.00?

$20.00

500

What do we do if a customer is asking to speak to a specific chat agent?

• If a customer is requesting to speak to a specific agent, we do NOT transfer to other eComms representatives; advise the customer you’ll now be the one helping them with their requests

Exception: if a customer is disconnected and the original chat agent asks for that customer back in the channel, go ahead and transfer. 

Acronyms

100

MRE

Medication Related Event

200

PTL

Productive Time to Labor

300

NDC

National Drug Code

400

DAW

Dispense as Written (Brand name or Generic)

500

STBO and LTBO

Short Term Back Order and Long Term Back Order

Floor Updates

100

What was the update/reminder regarding printed and mailed documents?

In the All Team Meeting it was explained that we can still print and mail documents, but please remember this is a LAST RESORT!

• This should ONLY be used if the customer has no way to gain online access or does not have an email address that we can send to.

• We should NOT be offering to send printed materials.

• The SLA is now 14 days for delivery of printed invoices.

200

What was the update to Overnight Shipments cutoff time?

Starting on January 1st, we will be changing the cut off for PillPack Shipments. Cut off times will be more dynamic and any overnight shipment will either need to have a ticket created or fill and ship made by 11:30am based on the customer’s current facility. We will no longer have the same request time for all facilities.

300

What is the change impacting FLOVENT?

The brand-name medication FLOVENT is being discontinued by the manufacturer. This is impacting both FLOVENT DISKUS and FLOVENT HFA.

400

What was the update regarding Zepbound and medcapture?

ZEPBOUND has been added to the AP website and we can now link it on the medcapture form

500

What error was identified with the F/S tool and what should we be doing differently now?

• An error has been identified within this tool. When a specific date is selected, the system automatically shifts it by one day. This could potentially lead to missed doses if you do not review your work carefully.
  
  
• Before finalizing the submission of the Fill and Ship, please pay close attention to the "Arrives" date located in the right-hand corner at the top of the tool. Ensure that this date corresponds to the customer's requested arrival date for the shipment.

FAQs

100

What should I do if answer a call and there is no caller present? 

It is expected that you attempt to greet the customer immediately when any call comes in. If there is no response you must try to greet the customer once more to see if there is anyone on the line. If there is still no response, then state that the call will be disconnected, provide the phone number that they can call us back on, and then disconnect the call.  You would disposition this type of call as “No Caller Present”.

200

When a call is disconnected and we need to call back do we call back one or two times?

We only need to try to call back once. Please do not make two outbound calls. If we leave a voicemail you must not include any PHI in the voicemail.

300

What should I do if I am having IT issues

Create a JIRA ticket and tag Danielle on the ticket

400

What should I do if I need to leave early and my TL is not here?

Please inform another TL and Danielle in a group DM

500

When is the only time we should be using the Personal status in Five9? 

To use the restroom