SATR Resync
True or False. The correct closing for a SATR Resync call. Thank you, have a great day/night.
What is False?
The correct closing for a SATR Resync call would be to make sure you brand the call.
"Thank you for choosing Walgreens. Haave a great day/evening."
The 2 things you should confirm when reviewing medication.
What is Name and Strength?
The patient identifies themselves, says no, and hangs up.
What is Declined Service?
Hello, this is <Agent First Name> calling from Walgreens on a recorded call..
What is "if I may continue, I am calling for...?
The 4'C Leadership Behaviors
What is Connected, Committed, Curious, and Courageous?
The amount of time that you should wait before letting the patient know that you will be releasing the call when warm transferring the pt to their local pharmacist.
What is 2-3 mins.
This disposition is selected when a patient tells you to call back on Friday but does not specify a time.
What is Patient Unavailable?
A patient calls but makes no changes to their medications or pick up location.
What is "Confirmed-No Changes"?
I'm the wife.
What is "they need to volunteer that they manage the medication or they have power of attorney to verify"?
Reflecting the communities we serve, understanding the needs of others, and innovating together.
What is Connected?
What is Confirmed - Changes?
In this scenario, you would not select Transfer to Rph, simply because you did resync the patient's meds and if you select transfer to rph, the patient will receive another call back.
This is the form that updates patient prescription notifications preferences.
What is the Urgent Consent/Preference Manager?
The patient wants to talk to someone about when their medications will be ready.
What is "Transfer to RPH"?
You are doing this if you are deliberately having excessive ACW or avoiding completing assigned tasks.
What is Work Avoidance?
Leading with integrity, building on our legacy, and striving boldly toward the future.
What is Committed?
The link used to enroll a patient in prescription notifications.
What is the Consent Preference Manager?
UrgentConsent (walgreens.com)
Please make sure that you are checking the patients consent.
“I see that you are not enrolled in prescription notifications. Enrolling in this program will allow you to receive status notifications and refill reminders for all your medications. Would you like to enroll now?”
True or False. This scenario is when you called for an intended patient and they decline the service to enroll but you ended up enrolling 2 other people. You selected the accepted service disposition, is this true or false?
What is False?
The correct disposition would have been Decline Service and then you would utilize the additional enrollments section for the 2 enrolled patients.
The patient becomes rude and uses foul language when talking to you and you tried to de-escalate the situation multiple times and you ended up having to disconnect the line.
What is "Escalation"?
These are the 5 campaigns that should be selected in Five9.
What is SATR Inbound, SATR Enrollment, SAT Confirmation Refill, SATR Resync, and SATR Enrollment No Con?
Continuously learning and adapting, following the science and data, and creating paths where none existed.
What is Curious?
What is your name, date of birth or address.
This is what will be displayed on the TMM tile once you have enrolled a patient.
What is the pickup store number and the upcoming sync date?
The person says I don't want to be called about Save a Trip anymore.
What is "Opt Out- Campaign"?
Factors that can affect your adherence score.
What is Late Breaks, Late Lunch, Too Much Personal Time, Not following Schedule in GWFM?
Challenging the status- quo, addressing conflict directly, and driving informed risk taking.
What is Courageous?