Block 1
Name 2 Biomarkers in the Complete 8/11 that are not in the Standard 5/6.
Mycoplasma, Ureaplasma, Gardnerella
Edit a customers demographics,
Unlock account,
Change Password,
Cancel an order (before dispatch)
View payment information
Where can Google employees purchase their test kit?
The landing page:
LetsGetChecked.com/Google
&
LetsGetChecked.com/Google-Workforce
Medical Queries are categorized in 3 categories', please name at least 2.
Critical Issues
Important Issues-Medical
Important Issues
LGC works with 5 different labs. Please name 2 labs not including LGC Labs California or Dublin.
Northwell,
Medlab Pathology,
TDL - The Doctor's Laboratory
Every test kit is displayed on the LetsGetChecked website. Where could you check to find out the biomarkers/infections tested for in any given test, or when to collect a sample?
The individual product page for the desired test.
'Tests for:' Section for biomarkers/infections
'When to Test' for time of sample collection.
Ideally all replacement should be issued through core, however there are some instances where this is not an option. Which document/form/website could you use to request replacements manually outside of core for these special circumstances?
Which document should you use to request a receipt or invoice?
Dublin Dispatch & Replacements
https://docs.google.com/spreadsheets/d/1oCHHQzOmO7oGsZWyVss0zItjaU4QgUrmF__LqsjFtvE/edit#gid=17959889
A customer has called in to check on the status of their results. They mention that their fingers are still bruised 3 days after sample collection. Which process document contains the appropriate steps to report the customers experience to the appropriate group?
Medical Queries/Escalations
https://docs.google.com/document/d/1BB-e_vTwxhjXSNd_kHU_iRN0C1cIG6q0Tt13VtgoIcE/edit
A customer has called in looking to speak with a TL, however it is Saturday and the TL's in the US are not in. Where could you get the attention of a TL for assistance with this call?
#Team-Customer-Solutions in Slack would be the best choice.
Pub-Care-Team can technically be used as well but this kind of call does not require support from the entire clinical care team (Nursing Team, Service Design, Training & Content, & WFM)
How does express shipping costs in the UK?
19 GBP.
Place item in cart>Checkout>Shipping Information
https://drive.google.com/file/d/1r-qdioBJn83TXiBWDZBYGz6yVLtjmm3L/view?usp=sharing
In Shop, you might see the words 'Apple Pay', 'Stripe', or 'PayPal.' Where in Shop will you see this vocabulary being used?
In a Customer's order > Payment
-Round bottom tube
-Yellow Cap
-Blue label
-Roche Platform
-More dangerous preservative
Fill in the two blanks: On the customer feedback live form, it is important to provide an accurate and adequate description of the feedback and where possible the ________ _________ if available.
Original Feedback
List the 3 dispatch centers which country each one ships to.
Finglas, Dublin - Ships to Ireland & the UK
Astoria, New York - Ships to the US
Rancho Cucamonga, California - Ships to the US
Customer ordered a test Complete 11 Test 1 week ago and has changed their mind because they realized Herpes is tested for in the urine rather than the blood.
Does this customer qualify for a refund - why or why not?
Complete 11s are only available in Ireland/UK so we can assume the customer is there. Ireland/UK customers have 14 days to cancel their order. Therefore, the customer qualifies for a refund.
A customer would like a refund because they were unable to collect their sample.
Do they qualify for a refund? And if their test needs to be cancelled, how would you do this?
The goal would be to offer a replacement first and offer help. If the customer denies this, regardless if it's a US/ROW customer the customer qualifies for a refund.
The registration would need to be cancelled if the customer has activated, or the kit would need to be cancelled from the orders view in Core if not activated.
A customer has ordered a Covid-19 test. They have sent a sample in and are now requesting a refund because they have gone to do a rapid test instead that meets their needs.
Does the customer qualify for a refund/why or why not?
No, the customer does not qualify for a refund. There are no refunds on Covid Tests.
A customer calls in stating that the results are inaccurate and demands a refund.
Can we go ahead and request the refund straight away or is there other action that should be taken first?
We should not offer a refund right away as this needs to escalated to the medical team and investigated first. Refrain from commenting on the issue and reassure the customer that their feedback is important to us and will need to be investigated before we can proceed with next steps.
Follow the medical escalation process. The Nursing team will advise the CS-Team at a later time if the refund is required or not.
A customer in the UK has reached out to query why their return label is addressed to Dublin, Ireland when there are labs in the UK that process Covid tests. The customer is not happy that their sample will be processed internationally and requests a refund. Do they qualify for a refund, why or why not?
No, they do not qualify for a refund. There are no refunds available for Covid-19 tests.
Reassure the customer that this is a standard process, the timelines involved, the ease of use, and encourage them to use their kit.