Trainer Jo
T or F : Heart Health Patients can delay their refills for 60 days on their end.
False: They can delay up to 90 days on their end
T or F: Mental Health patients can independently delay their refill for up to 14 days.
False. Patients cannot delay refills themselves; only agents can process the delay.
T or F: Hairloss patients can independently delay their refill for up to 14 days on their end.
True. Patients can delay refills themselves.
T or F: A Weight Loss Membership customer can have two separate charges, one for the membership and another for the subscription.
False. The charges should be for the Membership and Medication, not a subscription.
T or F: A patient on a Grandfathered plan who wants to switch to Novo Nordisk must cancel their current subscription before signing up for a new membership and prescription.
True. They must cancel the existing subscription first before enrolling in the new membership and prescription.
Who can is eligible to change the refill date?
Patient/Customer
Who is eligible in updating the customer's subscription through workflow?
Agents/Awesome CX
Provider
They are the ones who can update the address within the same state.
Patient/Customer
Agents/Awesome CX
A customer says, “I want to stop my treatment but I still want to keep my membership.” What should you do?
Turn off auto-renew and complete the treatment cancellation process. Confirm that the membership remains active.
A customer asks to cancel their treatment subscription. While processing the cancellation, the CSR notices the membership is still active. Should the CSR cancel the membership as well?
No. Cancel only the treatment subscription unless the customer also requests membership cancellation. Remind the customer that their membership will remain active.
A customer wants to cancel their membership. The CSR finds the customer’s medication order under the Billing Orders tab. Should the CSR cancel the order there?
No. The membership must be canceled through the Memberships tab in the CX Portal. Canceling the membership will also cancel the associated medication orders.
A customer asks to cancel their membership but does not mention their medication order. What should the CSR consider before processing the cancellation?
The CSR should know that canceling the membership also cancels the medication orders. The cancellation should be processed through the Memberships tab, not Billing Orders.
A customer says they only want to stop their current medication order but keep their membership active. What should the CSR do?
The CSR should not cancel the membership, since membership cancellation also cancels medication orders. The CSR should review the appropriate process for canceling the medication order separately while keeping the membership active.
A customer was charged $39 a few hours ago. When reviewing the account, you find that they do not have an active prescription. What should you check before issuing a refund, and what action should you take if the charge meets the refund criteria?
Verify the account status and payment capture time. If there is no active prescription and the payment was captured within 5 hours, refund the $39 charge and document the transaction.
A customer contacts you shortly after being charged $39. Upon reviewing the account, you see that the customer has no active prescription, and the payment was captured 3 hours ago. What should you verify before taking action, and what should you do if the charge is confirmed to be eligible for a refund?
I should verify the customer’s account, confirm that there is no active prescription, and check the exact payment capture time. Since the payment was captured within 5 hours, I should process the $39 refund according to the applicable refund policy and document the action.
A customer contacts you stating they were charged $149 twice for the Weight Loss Membership within the same month. They are requesting a refund for one of the charges. What should you check before processing the refund, and what action should you take if you confirm that both $149 charges are valid duplicate membership charges within the same month?
I should first verify the customer’s account and billing history to confirm that the two $149 charges are for the same Weight Loss Membership and occurred within the same month. If confirmed as a duplicate charge, I should refund the second $149 charge while documenting the reason for the refund according to company procedures.
A patient contacts support after receiving a Wegovy pen that was damaged during shipment. What should you do when documenting and escalating this issue, and which macro should you use?
We should document the issue as a medication/product quality concern and use the EMR: “CX - Novo Adverse Drug Events and Product Quality Complaints” macro. This ensures the damaged medication is reported through the appropriate process for review and follow-up.
A Weight Loss Membership customer contacts support because they want to select a medication, but their account shows that they have a pending visit. What should you advise the customer to do before selecting a medication, and why?
We should have the customer complete the pending visit before selecting a medication. The pending visit needs to be completed first so the customer can proceed through the appropriate care process before making a medication selection.
A patient reports that they were hospitalized after experiencing a severe allergic reaction following the use of compounded semaglutide. What is the most appropriate action to take, and which workflow or macro should you use? Explain why.
We should treat the report as an urgent/emergent safety concern, follow the Medical Escalations workflow, and use the “CX Non-Psych URGENT/EMERGENT SE” macro. This ensures the reported serious adverse event is escalated through the appropriate medical safety process without attempting to provide medical advice or resolve the issue at the CSR level.
A customer needs to update their shipping address, but they are unable to do so and the CSR cannot update it on their behalf. What should you do next, and why is it important to follow the correct process before setting up a new subscription?
We should cancel the customer’s current subscription and instruct the patient to complete a new intake form with the correct address. This ensures the new subscription and intake information reflect the accurate shipping details and helps prevent fulfillment or delivery issues.
A customer contacts you because they are unable to complete their intake form. What should you check first, and why is it important to verify the customer’s subscription status before troubleshooting further?
We should first verify whether the customer has an active subscription. This helps determine whether the customer is currently eligible to complete the intake form and whether the issue may be related to their account or subscription status. The CSR should then proceed with troubleshooting based on the findings rather than making assumptions.
A customer asks to pause their weight-loss subscription for 3 months. How would you handle the request while following the 14-day snooze policy?
Explain that the subscription can only be snoozed for up to 14 days and provide the reason for the policy. I would then help the customer choose the best available option based on their needs.
A customer cancels their recurring medication refill. One refill has not yet shipped, and the customer did not ask for a refund. What should you do regarding the unshipped refill, and what factors would you consider before issuing a refund?
We should review the cancellation and refund policy, confirm whether the unshipped refill is eligible for cancellation/refund, and take appropriate action even if the customer did not specifically request it. The CSR should also communicate the action clearly to the customer and document it appropriately.