Random!
Why does the Camel have no back?
Because we passed Wednesday
Excessive ACW could be considered what?
Work Avoidance
What are some methods to help increase SATR enrollments?
Tone
Rebuttals
Making patient feel welcome. (May I, please, Thank you, I'm sorry)
When do you transfer the patient to the Store Pharmacy?
If they patient has multiple profiles within OPE, they would need to be merge by the Pharmacy.
If you are calling out for the day or leaving early for the day what are two things, you must do?
First, you must use the QR code, Attendance line, W Connect APP and second, let a member of leadership know.
What are the 3 countries that make up North America?
Canada, USA, and Mexico
Name all SAT campaigns when taking calls?
Agents must be signed into all 3 campaigns in Five9. (SAT Inbound, SAT Enrollment, and SAT Confirmation Refill).
True or False: If a patient says I already have "auto refill" we go straight to the closing statement and end the call.
False, we must rebuttal to what the patient is saying. There is a big different between the save a trip program and auto refills.
Example Rebuttal: Yes sir/ ma'am I understand you already have auto refills but with the automatic refill system you have that is an automated system that expires after your refills are finished. With the save a trip program you can speak to a live agent any time you need, and we will review your medication with you. The save a trip program does not expire and you can add and remove medications anytime.
What SOP speaks about how to handle the call when someone other than the patient is on the line?
SOP 1.3.3 The person must identify that they are an authorized representative of the caller. Page 15
That is my spouse and I take care of his/her medications. o
I have Power of Attorney (POA) for him/her.
I handle everything for him/her.
Based on the August Newsletter, Who were the Top Performers?
Tracie Fox
Laura Brown
Why do math books look so sad?
Because they are full of problems.
When should you report System issues in the Main Chat?
NEVER! We should be reaching out to a SS or FL in a Private Message.
What 2 things should you confirm when reviewing medication?
Name and Strength
When do you need to mention the Consent and Preference Manager?
When you open the account and see they aren't enrolled.
What is all the Function Lead's first and last name on Supervisor Amanda team?
1. Dilon Lal
2. Dan Morris
3. Jenevia Washington
4. Shakeema Wright
What are the 2 types of Elephants in the World?
Asian and African
When experiencing a system issue what is the name and phone number of the department that can help you troubleshoot?
Service Desk and phone number is 1-866-427-7955.
How many enrollments should you push yourself to get per day?
25 Enrollments
When do you use the disposition, Not Eligible-One Medication?
Patient does not have enough qualifying medications to enroll in SATR. (Use ONLY when account has been accessed)
Please name some factors that can affect your adherence score.
Late Breaks,
Late Lunch
Too Much Personal Time
Not following Schedule in GWFM
How many minutes are in a full week?
10,080
When a patient is angry or upset and wants to file a complaint what is the name and phone of the department they can contact?
Consumer Relations and phone number 18009254733
A patient tells you to call back on Friday but does not specify a time, What would be the best disposition?
Patient Unavailable
When is the only time we can enroll a patient with 1 medication?
A) They may be enrolled if enrolling with another family member
B) Expect additional medications in the near future
C) Are adamant about enrolling only 1 medication.
Please name all of Walgreens's 4'C?
Courageous: We are bold, honest, and decisive.
Connected: We are working together to create more joyful lives.
Curious: We are continuously exploring and reinventing our future.
Committed: We are determined to do right by our customers, patients, and each other.