Cvs curiosity

[RX CARE]

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For those currently working at cvs. I am just really curious regarding those oureach calls that need to be done. Anybody have any idea as to how actually making the calls is integrated into the phone systems? It seems to me percentages are computed based on user entry, but my understanding is that the higher up can still tell by matching actual call logs to the required calls.
My thing is some stores in my region achieve close to 95% reach rates on these, which in realty is not very feasible unless they are doing something they shouldn't be. Doing the right things never get me even close to results that some ultra inflated kpm scores some stores have...but they don't seem to be putting any effort.
Anyway just curious.

 

[Tonyg89]

LoL the good old KPM score. I currently work for CVS and I hate having to do those damn calls every day and consonantly here about getting our KPM up. Highest we reached was about and 80. There is one store in my area that gets in the 90s but they cheat the system some how. But I have heard from our DM that CVS will soon be monitoring random outreach calls, not only on matching phone numbers but also the length of the call and sometimes the conversations to see if an attempt is "actually" made rather than just letting it ring the hanging up. My store has come up with a plan to help eliminate the call list. For every script that say is there 5th fill with 0 refills left we ask them at check out if the are going to see the doctor for refills or if we should fax for more. If yes to go see doctor we take there RX sticker and place it in a binder to be inactivated in there profile so no outreach call is generated for and same goes for if they want us to fax. So everything gets done before a call can be generated. I don't know about your store but ours is in a big tourist area so we usually automatically inactivate peoples scripts after they purchase them just eliminate any calls from those as well. We have been doing this for about 3 weeks now and our call pages went from average 8 to about 3 to 4 now.

 

[doublehh03]

LoL the good old KPM score. I currently work for CVS and I hate having to do those damn calls every day and consonantly here about getting our KPM up. Highest we reached was about and 80. There is one store in my area that gets in the 90s but they cheat the system some how. But I have heard from our DM that CVS will soon be monitoring random outreach calls, not only on matching phone numbers but also the length of the call and sometimes the conversations to see if an attempt is "actually" made rather than just letting it ring the hanging up. My store has come up with a plan to help eliminate the call list. For every script that say is there 5th fill with 0 refills left we ask them at check out if the are going to see the doctor for refills or if we should fax for more. If yes to go see doctor we take there RX sticker and place it in a binder to be inactivated in there profile so no outreach call is generated for and same goes for if they want us to fax. So everything gets done before a call can be generated. I don't know about your store but ours is in a big tourist area so we usually automatically inactivate peoples scripts after they purchase them just eliminate any calls from those as well. We have been doing this for about 3 weeks now and our call pages went from average 8 to about 3 to 4 now.

I think you're mistaken if reaching more people gets you a higher score. Patients MUST pick up those scripts to count. So there's really no cheating the system (unlike before you can cheat by just filling most of it).

 

[Tonyg89]

Yea but we are eliminating those who are less likely to pick up and also making our call list shorter. This allows us to focus on the people who taking maintenance medications who are more likely to pick up rather than someone who is getting flonase or cetirizne only when their allergies kick in.

 

[STAR3URY]

Yea but we are eliminating those who are less likely to pick up and also making our call list shorter. This allows us to focus on the people who taking maintenance medications who are more likely to pick up rather than someone who is getting flonase or cetirizne only when their allergies kick in.

You inactivate the script, what happens if they actually do come back and request it? You go through e headache off pulling out the actual script and reprocessing it again?

 

[Tonyg89]

Reprint the hard copy from the computer and generate a new script and adjust the refills to what was remaining. Nothing wrong with that as long as its not for a control. So if we can keep our call list to say 100 we only need 35 people to pick up their medication to get that 35%.

 

[Farmercyst]

We got a 98 in KPM last month because we actually made the phone calls, and people actually picked up their rx's. Reach rate for us is usually in the 60-70 percent range, but as long as it's over 65% you get full points. Yes, it's a pain, and I hate how much time it takes that I could be doing other things, but it can be done without shortcutting or trying to circumvent the system.

 

[R xxx]

I hate those phone calls. We have people leaving due to the phone calls and they complain how CVS keeps calling them every day. They keep adding more work and cutting hours. I finally put in my 2-week notice today. No more phone calls.

 

[farmadiazepine]

Too much work for nothing. Bonus of $1000 cut into $500 cash after taxes. I can't believe people work SO HARD at CVS for SO LITTLE! Better to work nights and never deal with this nonsense.

 

[shammy99]

Finally decided to break free of CVS after 5 years and haven't looked back! Only thing I miss are the people that I worked with. I worked as a PIC for 4 of those years. I can't blame them for the 14 hour days with no breaks, etc as I knew about all of that going in. However, all this "extra" stuff was getting to be RIDICULOUS! Hours getting cut like crazy (400 rxs per day with only 1 hour of pharmacist overlap one day a week and my tech hours got but by 30/week) - all while our script budget was not changing), PCI outreach calls (we would have 8 pages/week), express scripts outreach calls, 5 metrics a month and action planning for them, etc. I felt like I was continually making choices about counseling and recommendations for OTCs, etc vs meeting all their expectations for behind the scenes, non-patient stuff. I left to work for a grocery store chain that actually focuses on the customer..no metrics whatsoever, and I get the chance to do integrated MTM and vaccinations (oh and by the way, they actually STAFF these programs appropriately). Kicking myself for not making the change earlier!

 

[JanuviaGrl]

Do floater pharmacists have to make these calls? Been working almost two months now and have not made even one of these outreach calls yet. Don't even know how to go about it cos i didn't get shown how to during training. Will my performance be measured through this?

 

[Ackj]

So a company as large and profitable as CVS doesn't have an automated call system? They have to pay people actually dial the numbers and have a conversation with a patient to get them to come in?

 

[owlegrad]

So a company as large and profitable as CVS doesn't have an automated call system? They have to pay people actually dial the numbers and have a conversation with a patient to get them to come in?

It is automated + a live person. The philosophy is apparently you cannot call the patient too much.

 

[yza]

I have worked for CVS as an intern for 2 years and about to start as a pharmacist as soon as I pass the law. I did not need a job when I applied, but I knew the market is going to be tough, and I wanted to stay in my hometown, so I made sure to get in good. I am the one who does the calls on the weekend. My store does 600-800 a day, and we usually have 14 pages😡. I do leave a VM if I do not reach them, and take it off the list. When I do reach them, and if they tell me NO, I ask them if they will need it in the next two weeks and that we will hold it for them so that they don't have to call us or wait in the store.(works 7 out of 10 times) That added to a very sweet baby voice which is not my natural, but apparently I do it very well. I don't think I have had an unhappy or bothered customer in over a year, and my store is in a very poor urban area. After introduction, I always start of by saying that I am just calling to CHECK on them, then give them the refill info(again with extra sweet voice). lol. Most of the time I do fill the past due ones, if I don't reach them, but it is very pt specific, and store as well. You have to make good judgement call, and check in their profile if they are enrolled in ready-fill at all This method apparently works very well. I think I have tried two others before but have stuck with this one. We always get 40/40 points on the KPM, with usually around 33% pick up rate. FYI , only the past due scripts count. Also, always SMILE when you are talking to them, it transfers through , even on the phone!


On the other topic, yes CVS has a lot of programs/measures and other tasks that need to be done, however I do truly admire the company."(I am still trying to learn all of them) Regardless the reasons behind the programs, they end up helping the patients stay compliant, and increase profit. Things like that need to be done to stay at the top. CVS is #15 in the fortune 500 and stocks have been going up steadily since last year. I do feel valued and taken care of ,personally, but this really depends on the DM. You can't blame the whole company because you have a bad DM. With the amount of money we are getting paid, and other benefits, there is just no room to complain. If you can deal with the fast paced climate and many responsibilities, it is the perfect job! It really depends on the type of person you are. I had a rotation at a company for a month, where I was at desk all day, and almost went crazy at the end of the month. I literally missed running around the pharmacy, and getting things done. You have to make it into an excited and not stressed energy. But if you are not that type of person, I can see how it can be a very hard job. Definitely a lot different then 20 yrs ago. But it is nice to know that your company will prevail through tough economic times, and they do not make risky decisions like WG. And obviously I want to work for(and be a part of) the best, most profitable company , the bull, and CVS is it in my eyes.

 

[farmadiazepine]

I have worked for CVS as an intern for 2 years and about to start as a pharmacist as soon as I pass the law. I did not need a job when I applied, but I knew the market is going to be tough, and I wanted to stay in my hometown, so I made sure to get in good. I am the one who does the calls on the weekend. My store does 600-800 a day, and we usually have 14 pages😡. I do leave a VM if I do not reach them, and take it off the list. When I do reach them, and if they tell me NO, I ask them if they will need it in the next two weeks and that we will hold it for them so that they don't have to call us or wait in the store.(works 7 out of 10 times) That added to a very sweet baby voice which is not my natural, but apparently I do it very well. I don't think I have had an unhappy or bothered customer in over a year, and my store is in a very poor urban area. After introduction, I always start of by saying that I am just calling to CHECK on them, then give them the refill info(again with extra sweet voice). lol. Most of the time I do fill the past due ones, if I don't reach them, but it is very pt specific, and store as well. You have to make good judgement call, and check in their profile if they are enrolled in ready-fill at all This method apparently works very well. I think I have tried two others before but have stuck with this one. We always get 40/40 points on the KPM, with usually around 33% pick up rate. FYI , only the past due scripts count. Also, always SMILE when you are talking to them, it transfers through , even on the phone!


On the other topic, yes CVS has a lot of programs/measures and other tasks that need to be done, however I do truly admire the company."(I am still trying to learn all of them) Regardless the reasons behind the programs, they end up helping the patients stay compliant, and increase profit. Things like that need to be done to stay at the top. CVS is #15 in the fortune 500 and stocks have been going up steadily since last year. I do feel valued and taken care of ,personally, but this really depends on the DM. You can't blame the whole company because you have a bad DM. With the amount of money we are getting paid, and other benefits, there is just no room to complain. If you can deal with the fast paced climate and many responsibilities, it is the perfect job! It really depends on the type of person you are. I had a rotation at a company for a month, where I was at desk all day, and almost went crazy at the end of the month. I literally missed running around the pharmacy, and getting things done. You have to make it into an excited and not stressed energy. But if you are not that type of person, I can see how it can be a very hard job. Definitely a lot different then 20 yrs ago. But it is nice to know that your company will prevail through tough economic times, and they do not make risky decisions like WG. And obviously I want to work for(and be a part of) the best, most profitable company , the bull, and CVS is it in my eyes.

You have some good points. You are naive, too. More naive than good points.

 

[ancienbon]

Do you guys really have time to make all the random prescriber calls that pop up on Qv?

 

[shammy99]

I have worked for CVS as an intern for 2 years and about to start as a pharmacist as soon as I pass the law. I did not need a job when I applied, but I knew the market is going to be tough, and I wanted to stay in my hometown, so I made sure to get in good. I am the one who does the calls on the weekend. My store does 600-800 a day, and we usually have 14 pages😡. I do leave a VM if I do not reach them, and take it off the list. When I do reach them, and if they tell me NO, I ask them if they will need it in the next two weeks and that we will hold it for them so that they don't have to call us or wait in the store.(works 7 out of 10 times) That added to a very sweet baby voice which is not my natural, but apparently I do it very well. I don't think I have had an unhappy or bothered customer in over a year, and my store is in a very poor urban area. After introduction, I always start of by saying that I am just calling to CHECK on them, then give them the refill info(again with extra sweet voice). lol. Most of the time I do fill the past due ones, if I don't reach them, but it is very pt specific, and store as well. You have to make good judgement call, and check in their profile if they are enrolled in ready-fill at all This method apparently works very well. I think I have tried two others before but have stuck with this one. We always get 40/40 points on the KPM, with usually around 33% pick up rate. FYI , only the past due scripts count. Also, always SMILE when you are talking to them, it transfers through , even on the phone!


On the other topic, yes CVS has a lot of programs/measures and other tasks that need to be done, however I do truly admire the company."(I am still trying to learn all of them) Regardless the reasons behind the programs, they end up helping the patients stay compliant, and increase profit. Things like that need to be done to stay at the top. CVS is #15 in the fortune 500 and stocks have been going up steadily since last year. I do feel valued and taken care of ,personally, but this really depends on the DM. You can't blame the whole company because you have a bad DM. With the amount of money we are getting paid, and other benefits, there is just no room to complain. If you can deal with the fast paced climate and many responsibilities, it is the perfect job! It really depends on the type of person you are. I had a rotation at a company for a month, where I was at desk all day, and almost went crazy at the end of the month. I literally missed running around the pharmacy, and getting things done. You have to make it into an excited and not stressed energy. But if you are not that type of person, I can see how it can be a very hard job. Definitely a lot different then 20 yrs ago. But it is nice to know that your company will prevail through tough economic times, and they do not make risky decisions like WG. And obviously I want to work for(and be a part of) the best, most profitable company , the bull, and CVS is it in my eyes.

As someone that worked for CVS for 5 years, I can agree with YZA that is felt great to work for a company that was so profitable and had amazing job securty. As a new grad, I thought this would be the end all, be all job for me as well. I will bet YZA that after a year or two, his views will become drastically different as he tried to wade through the "non pharmacy" stuff corporate puts you through to actually get to practice the type of pharmacy that you went to school for. In the end, I had to weigh the amazing benefits (great pay, amazing 401K program, stock options and employee stock purchase plan) vs. being able to practice the type of pharmacy that I wanted too. I would love to see how they feel after 1-2 years. Good luck!

 

[diastole]

I have worked for CVS as an intern for 2 years and about to start as a pharmacist as soon as I pass the law. I did not need a job when I applied, but I knew the market is going to be tough, and I wanted to stay in my hometown, so I made sure to get in good. I am the one who does the calls on the weekend. My store does 600-800 a day, and we usually have 14 pages😡. I do leave a VM if I do not reach them, and take it off the list. When I do reach them, and if they tell me NO, I ask them if they will need it in the next two weeks and that we will hold it for them so that they don't have to call us or wait in the store.(works 7 out of 10 times) That added to a very sweet baby voice which is not my natural, but apparently I do it very well. I don't think I have had an unhappy or bothered customer in over a year, and my store is in a very poor urban area. After introduction, I always start of by saying that I am just calling to CHECK on them, then give them the refill info(again with extra sweet voice). lol. Most of the time I do fill the past due ones, if I don't reach them, but it is very pt specific, and store as well. You have to make good judgement call, and check in their profile if they are enrolled in ready-fill at all This method apparently works very well. I think I have tried two others before but have stuck with this one. We always get 40/40 points on the KPM, with usually around 33% pick up rate. FYI , only the past due scripts count. Also, always SMILE when you are talking to them, it transfers through , even on the phone!

Signing people up for refills or putting them in ReadyFill without their permission is such a bad idea. CVS is or was being investigated for doing that very thing.

http://www.latimes.com/business/la-fi-lazarus-20121019,0,1491028.column

There is a columnist in the Los Angeles Times who is fond of writing about the wrongdoings at CVS. A consumer complains to him, he takes notice, gets pharmacists and techs who hate the metrics to confirm what is going on off the record and then everybody is aware. Here is a recent example:

http://www.latimes.com/business/la-fi-lazarus-20130412,0,1884241.column

A column in the LA Times is enough to get formal investigations started. CVS is claiming that rogue employees are signing people up without their knowledge. I doubt they are going to protect you if one of your customers complains to the press or the BOP.