Show:
PICKUP PROCESSES
WHERE IS YOUR SUPERVISOR
PCA HEALTHCARE MATRIX
UPS HEALTHCARE
UPS TRUE TEMPERATURE PACKAGING SERVICES
100

If a customer calls from a medical center in Alaska or Hawaii. How would assist this customer?

Connect to option 19 and also advise the Rep on the other of the Customer's requests.

100

What are the steps involved in package escalation?

Identifying a trigger(Call to action)

Coordinating a solution

Work with our package operations partners

100

What is IMD?

Implantable medical devices.

100
What is the average hold time?

2-3 Minutes

100

True or False. The billing number is listed on their invoice?

True.

200

If a customer losses or wants to update their Placard ID. How would you assist this customer?

Complete Form 5964 UPS Pickup Point Placard Maintenance Request Form.

200

What is the name of the application used to pull the center's contact info?

GBS Phone Directory.

200

What are the 5 types of Implantable Devices?

Othro, Cardiac, Cosmetic, Bioactive, and Electronic.

200

True or False. Ownership is a major part of UPS healthcare.

True

200

How long does it take for a customer to receive supplies?

1-2 Weeks

300

True or False. Can medical specimens be dropped off at an Access point or UPS Store?

False. Medical shipments can only be dropped off at a UPS customer center for processing.

300

What are the working hours of the business manager and Division Manager?

6 AM - 6 PM Local 7days a Week

300

How do we handle damaged Lab packs?

there is a special cleanup process:

  • A designated biohazard disposal canister is used; this is a five-gallon bucket, black with a special seal
  • There is no exception scan to indicate that the package has been disposed of in a designated biohazard disposal canister
  • A company named Stericycle comes to the hub to pick up the biohazard waste once or twice per week
300

When do we complete the UPS Pickup Point Maintenance Request Form?

When a customer wants to :

  • New Pickup Point
  • Update Pickup Point
  • Lost/Replacement Pickup Point Placard


300

If a customer orders Cold Chain Supplies and wants to return them how long do have to return such supplies?

30 days after the shipment date.

400

In the hustler pledge, what does the abbreviation C.A.R.E and S.H.I.N.E stand for?

CARE-Compassion, Advanced, Respect, and Empathy

SHINE- Support, provide Hope, Integrity, Noble, Experts.

400

In what cases is it okay to contact the Business Manager and Division Manager after work hours?

Life Threatening Circumstances.

400

Name four types of Medical Diagnostics Labs.

  • Medical
  • Research
  • Blood & Organ Banks
  • Dental
  • Biotech R & D 
  • Audiology
  • Diagnostic Imaging
400

If a customer calls to schedule a pickup for a medical shipment but does not have their Placard ID how would you assist?

Ask the customer which company the medical shipment will be going to and then check CSMT under returns for the company name to review their Return process.

400

If a customer calls to report that their supplies were lost or damaged how would you assist? The customer inform you that it was shipped by LTL/Freight.

Connect to LTL/Freight because the request would be handled by our current processes.

500

What is the name of the two specialty services that UPS carter to?

Specialty Pharma and  Implantable Medical Services.

500

When would you send a Escalation Summary Email?

Once contact is made with the Business Manager or Division Manager.

500

What is UPS Premier?

Similar to UPR, the technology used for UPS Premier is advanced. Premier shipments have sensors that provide detailed location information to assist with rescue and recovery

500

Some clinics may request that they can drop off the shipment at a UPS location. What are these packages labeled as? 

UN3373

500

What are the four UPS true Temperature services options that a can customer browse?

  • Qualified Shipping Solutions
  • Packaging Components
  • Specimen Transportation Systems
  • Temperature Monitoring