Customer Relations - Greeting, Authentication & Account Verification, and Closing Best Practices
The first impression of the call that must be warm, friendly, and aligned with Helping With Heart.
What is the greeting?
This is the first impression of the call and must be warm, friendly, and follow the OTCHS greeting script.
What is the greeting?
This is the preferred method members should use to activate their Flex card before asking an agent for help.
What is calling the number on the back of the card and using the IVR?
What is the reason code for RX return/refund cases?
Return Policy
What is the required disposition for OOS cases?
Documented Sent FYI to Rx Field Leadership
This piece of customer information is mandatory to verify or request on every single call.
What is the email address?
Successful OTCHS authentication requires verifying the member’s full name and this full piece of demographic information.
What is the full address?
CMS requires this type of member feedback to be reported, even if the issue is resolved during the call.
What is a grievance?
If a customer is not receiving texts, what keyword should they text to 898287?
JOIN
A grievance must be filed within this many days from the incident.
What are 60 days?
CSRs must ask this question to determine how the caller prefers to be addressed.
What is “How would you like to be addressed?”
During OTCHS authentication, if multiple members appear in Universal Search, agents must ask additional probing questions to correctly identify the right account. Name one of the specific types of probing details agents are instructed to request in this scenario.
What is the member’s suffix (e.g., Jr., Sr., I, II, III, IV)?
All details about questions asked before issuing a replacement must be placed here in the OTC Operator Portal.
What are the comments?
What official document must a customer receive before they can legally be prevented from entering a CVS store?
A Trespass letter issued by CVS Enterprise Security and Field Leadership.
If a member has already received three replacement cards and still hasn't gotten one, the agent must use this comment reason code.
What is “Supervisor”?
The number of demographic items needed to complete successful authentication.
What is three pieces of information?
These three details must be verified as part of the OTCHS Universal Search when locating a member.
What are full name, date of birth (month & day), and 5‑digit ZIP code?
During escalation for a backordered item, agents must include three key details in the comment. Name one of the details that must be documented.
What is the UPC number / item description / how many times the member has called?
Who has discretion over accepting prescription returns?
The pharmacist
What is the expected turnaround time after emailing the Automated Outreach Team?
3 business days
These two pieces of information MUST be obtained before accessing any pharmacy system, or the call receives an auto‑fail.
What are the customer’s full name and date of birth?
If the agent cannot authenticate the member after the required verification attempts, OTCHS protocol requires this action.
What is advising the caller we cannot validate their identity and they must call back later?
This is what an agent must always offer first before placing any physical catalog request.
What is a PDF version of the catalog?
What should an agent do if the customer would have issues picking up medication at a different pharmacy?
Escalate to the Pharmacy District Leader
This is the email address all catalog PDFs are sent from.
What is OTC_Catalog@cvshealth.com?