STATUS
How can we check the reason a phone call from the pharmacy was made when nothing on Power/IJA shows up?
Check notifications from the notification history located under contact information
Caller asking to fill their medication. Once we submit, when should the caller expect their medication to be ready?
Next day (tomorrow)
If caller states they need all their medications transferred from CVS to us, when can they expect their medications to be ready?
Within 24 hours
Caller asks, do you take my insurance? What can we tell this caller?
We accept most insurances; you would need to contact your insurance and they would provide you with a list of their preferred pharmacies and who they are covering on your plan.
What is Debbie's government name
Dibenia Kabella
How many hours/days can we expect to hear from a prescriber who we submitted a refill request to?
72 hours/3 days
If caller requests to have a refill placed AHEAD of time for a vacation they have coming up, how is this handled?
Place the refill like normal, if TPR occurs then transfer caller to the store.
Caller is requesting to speak to a pharmacist for a consultation after multiple attempts to the store where no one is answering; where can we transfer this repeat caller to?
Internal PCC to Rph or offer store voicemail
Caller asks us to make sure their insurance "went through." After filling, you notice a payment plan rejection occurred. What do we do from here?
Transfer caller to store for further assitance
In what year was Walgreens established?
1901
Caller is checking the status of her transfer from CVS. What length of time determines if we transfer caller to store or let them know we will contact them once we received their medications.
24 hours
If caller requests a refill on a medication that has zero refills and is closed or there has been a change in direction or MD, how do we submit a fax to their MD?
Transfer Caller to store
Caller requests to speak with the pharmacist at the store but doesn't want to wait on hold, where can we offer to transfer them to?
Store Voicemail
Caller requests to have us update their insurance to a new one they have now and is calling to fill her medication with new insurance. After probing to see if rx is in process, we notice it is not yet. What do we do from here?
We submit the rx without insurance, under 'cash' and ask the caller to bring in their updated insurance into the pharmacy when picking up the medication OR they can upload it on walgreens.com beforehand.
How many kids does your supervisor Jeff, have?
2
If caller is checking on an rx that reads "new prescription not entered yet," what is the duration of time that determines if the call needs to be transferred to pharmacy?
24 hours
When authorizing a refill, what 5 things do we need to verify, before authorizing the refills?
Doctor is calling or someone from the doctor's office who prescribed the original rx, number of refills including todays, quantity, strength, and direction of medication is all the same.
Caller wants to refill a medication they normally fill at home, in New York, but visiting Florida now. How do we handle this call type?
Transfer caller to store
Patient states they have multiple insurance/coupons on file, and needs their medication ran specifically through a different insurance/coupon they already have on file. How do we ensure this happens?
Select the rx. Submit, and update the payment type to the insurance/coupon they are requesting. Click save, and submit as normal.
What non-traditional products were originally offered in pharmacies in the early 1900's?
Soda and milkshakes/candy
Caller is checking on a medication showing "rx out of stock." Name the 2 scenarios and how to handle each call type.
If past 24 hours transfer caller to store; If less than 24 hours let caller know we can expect it in for our next delivery date and we can contact them once its in.
Caller wants to fill their controlled medication but you receive an error stating "transfer limit exceeded." You notice that it was filled at a different location last time.
What should we tell the caller in this case?
"This prescription was filled at another store last time. Due to various state laws and regulations, we would need a new prescription from your doctor to fill it here"
Caller needs help navigating our Walgreens app to help with her covid test scheduling and is very frustrated; they have already waited for local store once and doesn't want to be placed on hold again. Where can we transfer this caller for further help?
Ecom Pharmacy
Patient has an rx for durable medical equipment, a wheelchair/cane/toilet assistance; Is asking us if their insurance will cover it. What do we do from here?
Have them contact their insurance in order to receive information on a medical supply store covered by their insurance
What was the name of the teacher on the Magic School Bus?
Ms. Frizzle