Dispositions
The patient does not want to be in Save a Trip.
What is Declined Service?
I already get my medications on the same day.
What is "We will call you a week in advance and make changes to your pick if needed"?
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...?
You leave a voicemail for the patient.
What is "Voicemail - Left Message"?
A patient calls but makes no changes to their medications or pick up location.
What is "Confirmed-No Changes"?
I can't talk right now.
What is "Is there a better time that we can call you back?"
The patients says they will sign up at the pharmacy
What is "Will Sign Up Later"?
I'm the wife.
What is "they need to volunteer that they manage the medication or they have power of attorney to verify"?
The person has trouble speaking English and doesn't understand your questions.
What is "Language Barrier - Other"?
You hear a fax machine.
What is "SIT Tones"?
I'm worried about the cost of putting all of my medications on the same pick up date.
What is "If it is easier for you, we can provide you with two pick-up dates instead of one to manage the costs of the medication, is that something that would interest you?"
The patient wants to talk to someone about when their medications will be ready.
What is "Transfer to RPH"?
We will have a small quantity filled for you so you will not run out of your medication prior to your alignment date. We will fill the <medication name> for <x days> and it will be ready for pick-up on <insert date>
What is "Will you need this additional medication"?
“Your medications through the Walgreens Save a Trip Refills™ service will be ready for pickup <Insert refill date>.”
What is “Let’s confirm the medications that we plan to align for you.”?
The person on the phone hangs up.
What is "hung up"?
I travel frequently.
What is "We'll can you a week in advance and we can change the pick up location for you"?
The patient becomes rude and uses foul language when talking to you. You hang up.
What is "Escalation"?
If you change your mind or have any questions
What is "please give us a call back at 1-833-728-3874 or reach out to your local store"?
I'm already on autorefill.
What is "I understand. While Save a Trip does automatically refill your medications, we do call you a week in advance to notify you they are ready. Additionally, if you need to make changes to your medications or pick up locations, we can make those changes."
The patient is already enrolled in Save a Trip.
What is Already Signed Up?
I live down the street and don't mind making multiple trips to Walgreens.
What is "I'm glad to hear you enjoy shopping at Walgreens. What this program does is align your medications for fewer trips to the pharmacy. You can still visit our stores as many times as you like."?
The person says I don't want to be called about Save a Trip anymore.
What is "Opt Out- Campaign"?
The patient says they're not interested because they only have one medication.
What is "declined service"?
No, I'm not interested in this.
What is "I understand. For feedback purposes and because we're interested in improving our service, do you mind letting me know why you're not interested?"