Jeopardy

Refill Request

100

_{Suggested Verbiage: “I see that your (name of med) is ready for pick up.}

_{When the profile auto-populates with a “Ready” Status}

200

_{When the caller is unable to provide the Rx number, medication name, or which doctor prescribed it}

Transfer to internal PCC Rph

300

_{Suggested Verbiage: “We expect this to be ready tomorrow after [promised time] Is this okay?}

_{If the patient agrees with tomorrow/does not give pushback,} 

400

_{Controlled substance cannot be transferred from another state/ Transfer limit exceeded for Rx#/ Cannot be transferred out of original state}

^{Suggested Verbiage: “Due to various state laws and regulations, we would need a new prescription from your doctor to fill it at this store.”}

500

^{If the caller asks how long, will take to hear back from the doctor after a request has been faxed for refill approval}

_{Suggested Verbiage: “It can take up to 72 hours to hear a response from the doctor.”}

Status

100

^{The Caller is checking on the status of a prescription that was previously requested to be transferred from a competitor, and there’s nothing in process and it is more than 24 hours ago.}  

Cold transfer the call to the store pharmacy. 

200

_{When the caller is unable to provide the Rx number or medication name, or which doctor prescribed it}

Cold transfer the call to PCC Patient to RPH.

300

^{The Caller is checking on the status of a prescription. The status states (“New Prescription Received, Not Entered Yet") and wants to know the name of the medication.}  

^{COLD transfer the caller to a PCC RPh.}

400

_{Caller calls for a status and it's past the promised pickup time but less than 24 hours past the pickup time.}  

^{If it is NOT more than 24 hours past the promised time, let the caller know that the prescription is still being worked on and that if they are set up for notifications, they will be notified once it is ready}

500

^{Patient calls back after being transferred to the store because store pharmacy did not answer, and you can't assist the caller after probing}

^{COLD transfer to PCC PATIENT TO RPH > English or Spanish}

Prior to transferring

100

_{The Caller requests for OTC items to be added and ready with their prescriptions.}

^{Go to the drive-thru and request to the OTC item from the list of available items} 

 ^{Use the Walgreens app for Curbside or Drive-Thru pick up.}

200

^{The Caller requests to speak to a pharmacist. What verbiage is required prior to transferring the call?}

“I am a Pharmacy Technician / I am also a Pharmacist, Is there anything I can assist you with?”

300

^{The Caller requests to add or provide new coupon card/Insurnace information but there are no in-process prescriptions with pending issues}

^{The patient can upload a picture of their insurance/coupon card (if they have one) on the Walgreens Mobile app. It can take 24-48 hours to update in the system.}

^{The patient may bring their insurance card/coupon with them the next time they visit a Store Pharmacy}

400

_{The Caller inquirers about the quantity or availability of a C-II medication at the store and give push back and request to be transferred to the pharmacy after you've informed them}

^{If the caller gives push back and requests to be transferred to the pharmacy, advise the caller with a statement like the following} 

_{“I do apologize for any inconvenience, but the Pharmacy is unable to provide that information over the phone as well. Please bring your prescription to the Pharmacy and we will be more than happy to verify that for you.} 

500

^{The call requires a transfer to the dispensing pharmacy for consultation, but they are currently closed for a meal break} 

Inform the caller that the dispensing pharmacy is currently on a meal break and provide the time they will reopen.

Ask if they would like to call back at that time or if they would like to be connected to a nearby open pharmacy

Suggested Verbiage: 

“I apologize for the inconvenience; the pharmacy is currently on a meal break. I am happy to connect you with the nearest open Walgreens location, or if you prefer, you can contact the pharmacy directly after [time the pharmacy reopens] today.”

Action: If the caller reports a misfill, WARM transfer to in internal PCC RPh.

Action: If the caller needs a pharmacist consultation, COLD transfer to in internal PCC RPh.

COVID/FLU

100

^{How much do flu vaccinations cost?}

 

Flu Price

Fluarix TIV $62.99

Flulaval TIV $62.99

Flucelvax TIV $99.99

Flublok $129.99

Fluzone TIV (High Dose/65+) $129.99

Fluad TIV (High Dose/65+) $129.99

200

^{Can I get a shot overnight at a Walgreens 24-hour pharmacy?}

^{Yes, vaccinations are available anytime the pharmacy is open.}

300

Callers requesting to schedule, re-schedule, confirm, or cancel a vaccine appointment should not be transferred to

Callers should not be transferred to their local Walgreens stores

400

Walk ins for COVID/FLU vaccines are subject to what?

^{Walk-ins are subject to availability of a time slot and/or vaccine availability.} 

500

^{If patients are requesting proof of vaccination for COVID,}

^{They can use the following:}

^{Rx History Printout from Walgreens.com and/or our mobile app} 

 ^{Rx History Printout from local Walgreens store} 

WBA

100

^{What is the Purchasing Power program available to team members} 

^{Purchasing Power offers an affordable and responsible way to buy brand-name computers, electronics, appliances, through the ease of payroll deduction. With no up-front cash or credit check required and 6 or 12 months to pay, Purchasing Power is a better way to buy.}

 ^{All part- and full-time team members who have been active for at least 12 months of service and earn at least $16,000 annually are eligible for the program.} 

200

^{What is Perk Spot} 

^{PerkSpot is a way for team members to access discounts and perks from thousands of retailers and service providers, locally and nationally} 

300

^{The Walgreens Retirement Savings Plan —also called a 401(k)} 

^{Once you join how much will Walgreens match} 

^{Walgreens will match the first 4%}

400

^{What is the Employee Stock Purchase Plan (ESPP)}

 

^{The Employee Stock Purchase Plan allows you to buy Walgreens Boots Alliance, Inc. stock at a 10% discount.}

500

_{All eligible team members will receive Holiday Pay for the holiday after how many months of employment}

^{At 6 months of employment}