Random!
If you are calling out for the day or leaving early for the day what are two things, you must do?
First, you must use the QR code, Attendance line, W Connect APP and second, let a member of leadership know.
What is the goal for ACW and what will happen if you do not achieve that goal?
ACW goal is 10 seconds or lower and if ACW is higher than 10 seconds that is considered work avoidance and a write up will be given.
What are some methods to help increase SATR enrollments?
Tone
Rebuttals
Making patient feel welcome. (May I, please, Thank you, I'm sorry)
True or False, if releasing PHI I do not need to verify HIPPA?
False, we must verify HIPPA (Patients first and last name and DOB).
Which country was the first man in space from?
Russia
Name all SAT campaigns went taking calls?
Agents must be signed into all 3 campaigns in Five9. (SAT In Bound, 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.
Please provide me the SOP number that speaks about if someone other than the patient is speaking on behalf of the patient.
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. o
I have Power of Attorney (POA) for him/her.
I handle everything for him/her.
Question: What does "Hakuna Matata" mean? from the Disney Movie The Lion King?
"No worries"
How much percent can you miss from your adherence each day to still achieve the adherence goal?
You can miss about 5% each day and still achieve the department goal for adherence.
Utilize Disposition Code Job Aid
Always have one monitor up and running with the Five9 dialer system being ready to disposition.
Choose the disposition code towards the end of the call without pressing set disposition. When the call is over then selected set disposition.
What SOP talking about when a patient is not interested in the save a trip program?
SOP 2.1.3 Page 17
Agents must gather the reason why they are not interested in the program and rebuttal to their response.
How many countries make up Central America?
7 Belize, Costa Rica, El Salvador, Guatemala, Honduras, Nicaragua, and Panama.
When experiencing a system issue what is the name and phone number of the place that can help you troubleshoot?
Service Desk and phone number is 1-866-427-7955.
Please name some factors that can affect your adherence score.
Late Breaks,
Late Lunch
Too Much Personal Time
Not following Schedule in GWFM
What must you do when the patients decline the program and you have given them multiple rebuttals?
Advise patient if they change their minds they can speak to the local store or call us back. SOP 2.1.3 page 17
What is all the Function Lead's first and last name on Supervisor Amanda team?
1. Dilon Lal
2. Dan Morris
3. Jenevia Washington
4. Shakeema Wright
When a patient is angry or upset and wants to file a complaint what is the name and phone of the place, we send them?
Consumer Relations and phone number 1800 289 2273
Please name all of Walgreens's 4'C?
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.
If a patient has one maintenance medication and knows they are getting another one soon or adamant about joining the program, can we enroll the patient and why?
Yes we can enroll the patient SOP 2.1.4 Page 18
Note: If the patient has only 1 medication, they may be enrolled if enrolling with another family member, expect additional medications in the near future, or are adamant about enrolling only 1 medication.