Random!
This is why the Camel has no back.
What is because it is not hump day?
You are doing this if you are deliberately having excessive ACW or avoiding completing assigned tasks.
What is Work Avoidance?
These are some methods to help increase SATR enrollments.
What is using your soft skills and utilizing your rebuttals?
(Active listening, good tone, having empathy, using courtesy phrases)
Patient has multiple profiles within OPE
What is transfer the patient to the pharmacy for merge?
The 2 things you must do If you are calling out for the day or leaving early.
What is use the QR code, Attendance line, W Connect APP and let a member of leadership know?
The 3 countries that make up North America
What is Canada, USA, and Mexico?
These are the 3 campaigns that should be selected in Five9.
What is SAT Inbound, SAT Enrollment, and SAT Confirmation Refill?
True or False: If a patient says I already have "auto refill" we go straight to the closing statement and end the call.
False, we must rebuttal to what the patient is saying. There is a big different between the save a trip program and auto refills.
Example Rebuttal: Yes sir/ ma'am I understand you already have auto refills but with the automatic refill system you have that is an automated system that expires after your refills are finished. With the save a trip program you can speak to a live agent any time you need, and we will review your medication with you. The save a trip program does not expire and you can add and remove medications anytime.
The SOP that speaks about how to handle the call when someone other than the patient is on the line.
What is SOP 1.3.3 The person must identify that they are an authorized representative of the caller. (Page 15)
That is my spouse and I take care of his/her medications.
I have Power of Attorney (POA) for him/her.
I handle everything for him/her?
The Top Performers for August Newsletter
Who is Tracie Fox and Laura Brown?
I'm always there, some distance away. I'm trapped between land, sea, and sky. You come closer, but I'm still distant.
What is The Horizon?
These should NEVER be reported in the main chat.
What is System Issues?
The 2 things you should confirm when reviewing medication.
What is Name and Strength?
This is the form that updates patient prescription notifications preferences.
What is the Consent and Preference Manager?
The Function Lead's first and last name on Supervisor Amanda team
What is Dilon Lal, Dan Morris, Jenevia Washington, and Shakeema Wright?
The 2 types of Elephants in the World
What are Asian and African?
This is the department (and phone number) that troubleshoots with agents when they are experiencing System Issues.
What is Service Desk and phone number is 1-866-427-7955?
The minimum enrollments that you should strive for each day.
What is 25 enrollments?
The disposition used when Patient does not have enough qualifying medications to enroll in SATR.
What is Not Eligible-One Medication?
Factors that can affect your adherence score.
What is Late Breaks, Late Lunch, Too Much Personal Time, Not following Schedule in GWFM?
The number of minutes in a full week.
What is 10,080?
When the patient is angry or upset and wants to file a complaint, this is the name and phone of the department they can contact.
What is Consumer Relations and 18009254733?
This disposition is selected when a patient tells you to call back on Friday but does not specify a time.
What is Patient Unavailable?
These circumstances must apply in order to enroll a patient with 1 medication.
What is:
A) They may be enrolled if enrolling with another family member
B) Expect additional medications in the near future
C) Are adamant about enrolling only 1 medication.
These 4 'C' words represent our shared beliefs and values here at Walgreens
What is Courageous, Connected, Curious, and Committed?
Courageous: We are bold, honest, and decisive.
Connected: We are working together to create more joyful lives.
Curious: We are continuously exploring and reinventing our future.
Committed: We are determined to do right by our customers, patients, and each other.