Chat/Email
If you are going on break or lunch what state do you put yourself in on ZD chat?
Invisible or log out
What is Danielle's schedule?
Typically 8-4 but she usually has a closing shift once per week (rotating day) and occasionally works a weekend day.
When doing a replacement shipment what do we set the account delivery type as?
How often can we change the date a bill is due?
What number on the RX number do controlled medications start with?
4
If you are flexing to emails what state do you put yourself in on ZD chat?
Invisible or log out
What channel should I post in if I need assistance from a TL urgently and Dani is not here?
ahscc Channel
If the customer reaches out for the following change- What do we do?
Current Directions: Take 1 tablet by mouth every morning on an empty stomach. (1@8am)
Requested Changes: Time change: 6PM
Since the directions state the customer must take medication by mouth in the morning, we should be reaching out to their doctor for a new prescription with updated directions stating to take the prescription in the evening.
How long is the grace period for payments?
21 days
How many times can you transfer a controlled medication?
1 time
How do we submit all of our emails in Tachyon? Open, Closed, or On hold?
CLOSED!
Name 3 Floor Managers
Dyana, Domi, Adrian, Gavin, Madison
If a customer is changing their password what are the password requirements within our system?
Passwords must be:
8 characters long
They must contain an uppercase letter, lowercase letter, number and a special character.
Passwords cannot contain:
The customer’s username (email address)
Repetitive or sequential characters or common passwords.
Example: PAS$WORD!
If the customer does not have a billing due date set up, when will they be billed?
How can we receive controlled prescriptions?
Controlled RXs need to be escribe
When do we need to send a F/U email from a chat?
If the customer leaves the chat and we still need info/approval from them, if the customer wants an email after the interaction, or if an action was completed and the customer left before recapping.
Name 5 PillPack TLs
What is the Amazon Health Customer Care Knowledge Center?
This is a repository of knowledge that utilizes Amazon Wiki to replace Zendesk Guide as the home for all of our representative-facing documents, including resource articles, scripts/talking points, FAQ, POPs, etc. All content that exists in Zendesk Guide will be copied over to this new space. We will use this to access resources across all business lines: Amazon Pharmacy, PillPack, and Amazon Clinic, as well as any others that launch in the future.
Where do you go to process a payment?
Customer Dashboard
True or False: Controlled medications need to be filled once before they can be transferred?
True
What do we do if we are working emails come across any spam/inappropriate emails in Tachyon?
Send them to a Team Lead! We are looking to gather data to reduce spam emails
Name 5 AP TLs
Amy, Pepi, Yesi, Tahnee, Chris, Cori, Misty, Jarren, Wendy
What number do OTC medications start with?
9
What is the package size for VENTOLIN HFA (200 dose)
18
When do Rx's expire for controlled medications?
6 months.
-prescribers often write them for 1 month
-customers often need appointments with their MD for new RXs