SLAS
The SLA for emails
24 hours
How many points are RED issues worth?
Questions with a “red” color association are worth three points. “Red” questions indicate incorrect action can severely impact our customer's health or pose a legal risk to our company. Agents who fail these questions will receive immediate training from their team lead.
Leaders are never done learning and always seek to improve themselves. They are curious about new possibilities and act to explore them.
What is Learn and Be Curious
Which 3 states require controlled medications to be shipped in bottles not packets?
Customers that live in Delaware, Rhode Island (Schedule III only), and New York will receive controlled medications in bottles, not packets due to state laws. See Controlled Substances resource article. Those states require that controlled substances be clearly labeled as such and sold in durable containers.
The SLA for HIGH PRIORITY CRIs.
4 hours
How many points are ORANGE issues worth?
Questions with an “orange” color association are worth two points. Questions with “orange” color association indicate incorrect action may impact the customer’s satisfaction with our service. Agents who fail orange labeled questions will receive guidance from their team lead.
Leaders focus on the key inputs for their business and deliver them with the right quality and in a timely fashion. Despite setbacks, they rise to the occasion and never settle.
What is
Deliver Results
In Single View, controlled prescriptions always begin with what number?
4
14 business days
How many points are PURPLE issues worth?
Questions with a “purple” color association are worth one point. Purple labeled questions have value to the agent's score but don't typically lead to Quality Related Events or a negative customer experience.
Leaders operate at all levels, stay connected to the details, audit frequently, and are skeptical when metrics and anecdote differ. No task is beneath them.
What is Dive Deep
From the date a controlled rx is written, how long does it take to expire?
6 months or until filled
The SLA for a Time Change
Time change
We don't need a new prescription for time changes and the expected SLA is 24 hours.
Which color is "Were the appropriate emails cced? "
Purple
Manual Outbound emails need to have all caregivers cced on the email. This allows caregivers to have full visibility of any issues. For inbound emails, we don't need to add or remove any CC's. The customer or caregiver can include anyone they wish in an inbound email thread.
Leaders are obligated to respectfully challenge decisions when they disagree, even when doing so is uncomfortable or exhausting. Leaders have conviction and are tenacious. They do not compromise for the sake of social cohesion. Once a decision is determined, they commit wholly.
Have Backbone; Disagree and Commit
How many times can you transfer a controlled RX?
A controlled prescription can only be transferred one time from one pharmacy to another. PillPack cannot transfer out a controlled prescription that was transferred to us from another pharmacy.
SLA for Dose Change
For a dose change, we need a new prescription that reflects the requested changes. Dose changes do not have a standard SLA because we have to wait for the prescriber to respond to our request.
What color is "Did the agent read/take action on all relevant notes/tickets? "
Orange
While reviewing the customer’s account, agents should take action on any notes or tickets that need to be addressed. Agents may need to relay information to the customer or complete an account action. By confirming that the customer’s account is in good shape, we prevent QRE’s.
Accomplish more with less. Constraints breed resourcefulness, self-sufficiency, and invention. There are no extra points for growing headcount, budget size, or fixed expense.
Frugality
Can customers pay for controlled medications using GoodRx?
If they have other prescription meds on the account then yes. if it is a controlled med only then no.