Level 1 ZTBs
Customer calls in and is struggling to pronounce the names of medication, you laugh and tell the customer they should learn to pronounce the names before giving us a call
What is taunting the cm?
Taking a cm CC info while on a recorded line / documenting CC info outside of the gold acct
What is PCI Non-Compliance?
Member ID, Name, Email, DOB, Address, Last 4 CC and secondary person on acct
What is Account Verification?
Cm called in to cancel gold acct. TM cancels acct. After the call, TM realizes that they didn't verify acct and reports to TL/SME.
What is Self Reporting?
KB/SOP that assist with aggravated cm's
What is Aggressive Caller SOP?
Cm calls in for a personal medication and provides personal details as to why they need it. The tm proceeds to laugh at the cm due to their medical conditions
What is Laughing/chuckling at customer in a manner that is not friendly?
Sending CSAT without permission from cm
What is TCPA Non-Compliance?
Telling a cm that the stronger dosage is better for them to take
What is providing Medical Advice?
Not informing cm/pharmacy you are on a recorded line
What is a ZTB?
KB/SOP that provides step by step instructions for GMD order issues
What is Gold Mail Delivery – Rejection Reason (Order Issues) Examples/Tips
Cm calls in for assistance and you decided that you are done working for the day. In the middle of the cm explaining their issue, you disconnect the call and dont proceed to call back
What is Disconnected call?
Placing a GMD refill order. You failed to reconfirm the required patient information
What is URAC ZTB?
Canceling cm gold acct without their permission
What is Account verification/Alterations?
KB/SOP that informs us of all ZTBs
What is Zero Tolerance Behaviors?
Cm request to speak to a SUP but TM refuses to escalate
What is customer impacting work avoidance?
A teammate is answering calls and quickly disconnected before speaking to the cm. There is no callback attempt and the ticket is dispositioned as "ghost call"
What is work avoidance?
Sharing screenshots with cm information via slack
What is HIPPA Violation?
Daily Double!!!
Get both answers and get double points. Get 1/2 the question right, earn no points.
A customer calls in & says she had a pricing discrepancy using a GoodRx coupon & mentioned she already purchased the medication. The agent informs the customer that since the medication was already purchased, there was nothing we can do & proceeds to let her know to give us a call prior to purchasing her medication.
What is False Expectations?
or
What is Work Avoidance?
KB/SOP that informs us when to call/not to call the pharmacy
What is Pharmacy Mythbusters?
Daily Double!!!
Get answer correct and get double points. Get the question wrong, lose double points.
HQ performs an audit on a call and notice that the TM used profanity towards the cm then reaches out to OPS for next steps
What is Immediate permanent removal from the GoodRx campaign on the 1st occurrence?
Cm calls in for assistance and is not understanding what is being explained. You get frustrated and continue to explain but the cm is talking. You decided that you need to get your point across over and over again
What is repeatedly interrupting customer?
Telling a cm that a pharmacy is going to refund the cm after PD investigation when the pharmacy never mentioned a refund
What is Providing False Expectations?
The next step after you realized that you may/may not have performed a ZTB.
What is reporting to your TL or SME?
KB/SOP that provides empathy examples for Green light, yellow light and red light callers
What is Traffic Light Toney Empathy Examples?