At least learning this junk on will give me a nice advantage if I ever do work for CVS, and if I don't it will only make my new employer look great haha
For action note follow through you need to dial the number and reach the person. The phone system knows if the number is dialed and it knows if the other line answered. I don't know for sure if you have to have the screen up when you dial. I think not, since what if you have more than one rx for a given patient. You don't have to call them multiple times.
The answer is to make the calls. Make as many as you can. You also always need to update the patient's phone number.
BIG HINT:
Start now to get as many people signed up for text alerts. Shortly, you will be able to text and have it count as a call made.
I'm really glad you guys are talking about this because if I was a prospective pharmacy student who knew he wanted to do retail pharmacy, they would change their major or bust their ass to get into a hospital system.
Coming to a theater near you.I thought text alerts only applied to tell a patient if a script is ready or due for a refill? Am I missing something or are you referring to a possible future function of the system?
I didn't realize that the system knows if the other line is answered... I'm surprised that this isn't the case with prescriber calls/PCQ calls.
Coming to a theater near you.
Depends on the neighborhood. As long as people are willing to pay an extra copay to sync, it should work well. I try to not pass full judgement until I see it live and in color.This could be quite helpful. What are your thoughts on ScriptSync? I think it's a great idea but nonadherance and insurance rejections could make it a potential nightmare.
Depends on the neighborhood. As long as people are willing to pay an extra copay to sync, it should work well. I try to not pass full judgement until I see it live and in color.
I'm really glad you guys are talking about this because if I was a prospective pharmacy student who knew he wanted to do retail pharmacy, they would change their major or bust their ass to get into a hospital system.
Depends on the neighborhood. As long as people are willing to pay an extra copay to sync, it should work well. I try to not pass full judgement until I see it live and in color.
I'll make an extra 30-40k to do this than to take the paycuy working at a hospital.
Once again, in class Old Timer fashion, you completely miss the point. It has nothing to do with making the calls but the fact that you are graded on those calls. Not just on the result but the way you got to the result as well. Did you learn that in pharmacy school?
I have a question about this: how come request calls increase out of the blue? I can have 17 calls one day, and the next day out of the blue I have 95 calls when I come in.
And for some odd reason, they're always due at 12 pm. So the system expects me to make 95 calls by 12 pm? It makes no sense. I know that's when MD's are in, but why the jump from 15 to 95?
Also, I've noticed most of the ones in QV are duplicates. Meaning, they are in there with a request, but the script is actually ready or was picked up a day ago. Should I delete these? But I won't get credit if I do that....a friend told me to deny them, call the patient and tell them their script is ready to be picked up....any thoughts on this?
I think them getting rid of the ready fill enrollment line from everywhere except for drop off will help immensely with unnecessary MD calls
Can we confirm the 30 second thing? Everyone tells me something different. My rx Sup said it literally has to be at least ONE second. Meaning the phones have to connect, and the timer has to say at least 1 second and you get the credit. No matter what, as long as the timer starts.
Another Sup told me 10 seconds. One of us should muster up the courage and call the help desk and ask. Lol
It's a weekly thing. I'm testing something with prescriber follow up, so I'll know more Next Wednesday when the scores come out. I've been calling the doctors once, since one call gives you credit for multiple patients. I then hit the WCB and call the patient and tell them to follow up with their prescriber. If I'm up against the clock that is. Most of the time they don't even answer, at which point I hang up and hit left voicemail. Easy pickings.
I should be at 80% prescriber follow up AND ANFT next week using this system. If I'm not, it's because of the timer. I'll report back I guess
Yeah, it's in the wecare toolkit under the wecare scorecard portal on radar. They are extremely vague when they talk about it, however. I think it's by design. They don't want to tell you too much about how it's scored to deter people like you and I who want to just meet the number. They want people doing the actions, which in their minds will result in the number. I don't have a problem doing it, as it makes sense and it DOES impact patient care. I would just hate to know I'm not getting a good wecare score because I'm deleting scripts that already have been filled and yet are in the QV request screen....
Yeah, I think going out of your way to try to manipulate metrics is a waste of time, however by understanding the metrics you may be able increase your score while still putting in the same amount of time for the same outcome. An example being "left message on voicemail" or running a discount card as opposed to "phone busy/no answer" which I have been selecting for the past year on non-covered OTCs and stuff of that nature lol
You know that if you say you left a VM without actually calling the pt...you are not gonna get credit right??
Yes - Just let it ring once and hang up and select left voicemail to get credit on every ANFT opportunity right? Or does the timer have to start? I'v been waiting for the timer but I will have to test this. Either way selecting no answer is not going to get credit and that's what I personally was doing in the past.
So if the timer starts, and it goes to voicemail, and you hang up, then hit left voicemail....you don't get credit?
I'm confused. I thought all the items on the left "CONTACT MADE" counts towards your score and everything on the right doesn't count.
You guys have 2 full pages on this, and still nobody has a real answer. Do you not see a problem? This is what a pharmacist at CVS talks about? A timer, and how long to leave voicemail for credit.
I'm just trying to figure out why my action note follow through is only 40% when the only thing that I don't legitimately call people on is non covered OTCs that cost 3 dollars. I'm not trying to get credit while not making the call.
Do you hang your credentials on a scanner where other people could be using them?
My sup (who was a previous Paragon Award winner FWIW, so maybe he is privy to information that most people don't know about) says that ANFT calls require 30 seconds (to prevent waiting for the call to go through and just hanging up immediately after) and the call is supposed to be logged within the 2 hours prior to the action note execution and 2 hours after (so you could do the call before the action note, as this makes sense as you might have to do multiple action notes for the same patient but don't need to make more than one call). The WeCare toolkit says stuff on the left side counts as having made contact (except for "spoke to in person" for not-written scripts; using option 1 merely removes that action note attempt from the denominator).
There's no way to cheat calls really. You still have to do the action note for 3rd attempts (to let the pt know you tried) and if you can't do prescriber update for the right office fax number or phone number, you can always just do the call for the wrong office (so it counts) and then call the real office number
Well I just wait 30 seconds on the timer just in case (you would have to ask the masochist who came up with WeCare to know for sure).
"Chose not to call" is supposed to remove the attempt as well but I heard (from the same sup) you get "penalized" for doing it too much. Again who knows for sure. Fortunately just making an honest effort on all WeCare aspects is good enough at least where I am (don't need to be 100 but above 50 at least and not totally tanking one category to avoid getting written up at this point)
My sup says that she uses common sense when looking at the denominator for the ANFT calls. If the denominator suddenly drops very low from one week to the next and it stays that way for a certain employee, then she knows that's not realistic and that person is obviously choosing option 1 too many times instead of making the phone calls.
No, only people who are clueless. Just make the calls, the same way it's done everywhere....
Yes. What nobody knows is how long you have to be on the line for it to count/register in the system. Is there a way to look up find your score I wonder? Like I said earlier I'v only been delegated to do this once but I hate this task... half the calls the office says they don't see that patient any longer/the doctor left/the doctor sees them at another location/closed for 2 hours for lunch = pain in the ass.
I have a question about this: how come request calls increase out of the blue? I can have 17 calls one day, and the next day out of the blue I have 95 calls when I come in.
And for some odd reason, they're always due at 12 pm. So the system expects me to make 95 calls by 12 pm? It makes no sense. I know that's when MD's are in, but why the jump from 15 to 95?
Also, I've noticed most of the ones in QV are duplicates. Meaning, they are in there with a request, but the script is actually ready or was picked up a day ago. Should I delete these? But I won't get credit if I do that....a friend told me to deny them, call the patient and tell them their script is ready to be picked up....any thoughts on this?
I think them getting rid of the ready fill enrollment line from everywhere except for drop off will help immensely with unnecessary MD calls
CVS doesn't employ any practices to dance around new medication counseling. Pharmacists that don't like to engage with patients do.What exactly is a PCQ call? Is it what CVS does to dance around most state law requirements of counseling on every new medication?
When your techs are making PCQ calls on the weekend, there are calls that they make for "No refill" remaining. They ask the patient if they want the pharmacy to reach out for additional refills. If the patient accepts, whomever is making the call is responsible for setting the promise time for the patient. They're probably unintentionally setting the promise times all for the same day.
What exactly is a PCQ call? Is it what CVS does to dance around most state law requirements of counseling on every new medication?
Our DM calls us sometimes on Saturday afternoon to see our progress on PCQ. Since their bonus is a significantly higher percentage of their paycheck and most likely all metric based this behavior is expected and endorsed by CVS. This would all be fine but since CVS can't seem to find the 8 dollars to pay someone to run the cash register these calls go from no problem to quite annoying.