CVS making us read a book because of bad PCQ calls?

[HaleyRX]

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I am just wondering if any other districts are doing this. Our KPM score (whatever that is, I'm not really sure..they say mostly PCQ calls and answering phone in 3 rings) is really low..like 700 out of 718 stores in our region. This is because we have 2 techs who can only work pick-up, 2 who are not that great at other stations, and 3 of us holding the fort together at a 2400 script/week store. Plus a Rph who is horrible..approximately 4 misfills per week..we have talked to the DM about the staffing situation, he said that the employees deserve "another chance" and it is "hard to find staff right now in our area".
So needless to say, we are stressed. We call the PCQ people, but we can't FORCE them to fill scripts. Out of 100 calls, we get maybe 11 fills..
SO now the DM ordered "The Energy Bus" motivational book for us on how to change our attitudes and get more energy and be more productive workers. We are supposed to read the books at home. On our own time.
I don't have time to do this, as I am working on packing up for a move at the end of the summer, as well as taking summer classes, and working full-time at the pharmacy and part-time at my school's biology lab.
Less than half our techs can work drop-off, I work it Mon-Thurs 8-4:30 and every other weekend I work. So I'm definitely not the one needing the energy..I feel like we should devote time to training our weak links, but the PIC said "we don't want to waste our time training them, they aren't trainable"??
Can I get in trouble for not reading the book? We have "pep rally" calls every Wed, Fri, and Sat now and we have to say who is making the PCQ calls so isn't that accountability enough?

 

[phathead]

What the hell are PCQ calls?

Remember not everyone works at CVS

 

[HaleyRX]

Sorry...PCQ calls are calls where you call people who haven't had a med in a while---flonase, singulair, celebrex, etc--a maint. med, and ask them--BEG them--to refill it...
about 100 of them drop every Saturday, and our DM wants us to call them up to 10 times if needed...
But if they say NO then it counts against you..at least 35% have to say yes or you get in trouble..even if they went to mail order, died *yes, dead people show up on the list, only speak Spanish, invalid phone #, doesn't matter..you need 35% yes....

 

[phathead]

That's... terrible. Hadn't heard of that before.

 

[owlegrad]

Well, I am going to go ahead and sound like a shill for CVS. PCQ calls are not about begging people to refill their meds. It is about compliance. The system picks up meds that are way past due to be refilled and we call to find out why and if they need to be filled. If the patient is died, update their profile to reflect that fact and inactivate all refills (how the hell would the system know someone is died unless you update their profile!?). Patient left for a different pharmacy? Transfer the prescriptions so they can't be refilled at CVS. Invalid phone number? Keep your records up to date (this one is actually pretty hard). If they stopped taking a med per the doctor, update their profile and inactivate refills. If they couldn't tolerate the med or stopped for some other reason, refer to the pharmacist so they can council. As an intern this is a great chance to actually talk to patients about their meds and the importance of compliance.

The system is not perfect by any means. Plenty of meds show up that probably shouldn't, particularly allergy meds. You only need 35% to refill and even then you will never hear about it if you only miss that mark every now and then. Enroll people in ReadyFill and they never show up on the list. Keep your records up to date and less people show up on the list. Do your job, fewer people show up on the list. Make the calls the way you should and 35% is laughably easy to get most weeks, once all appropriate systems are in place. (ReadyFill, records up to date, etc.)

 

[owlegrad]

What the hell are PCQ calls?

Remember not everyone works at CVS

To be fair, this thread is directed at people who work for CVS. Or at least that is how I read it. You could replace PCQ with any metric though as I think the question is, can they make you read a book off the clock. I honestly don't know the answer to that question though, so I can't answer it.

 

[eagles22]

They can't make you read a book off the clock. If they ask, just tell them you did. No one is going to give you a written test about it. If you really feel ballsy, ask to come in and read the book while you're punched in and watch the DM squirm. But, in all honesty, this should be the least of your worries.

 

[Jabberwocky12]

when I worked at CVS any training we did at home (i.e. the old pharmacy tech CDs) were paid using training hours. We were always told (or well me since I was the only one to do it at home because they needed help quickly) that you should never work off the clock. If the boss tells you to do something like that then report it to HR because it's an abuse of labor and there can be fines for that. Salaried workers, almost by definition, seem to be the exception since most of the time they are always on the clock.

If the DM "suggests" it that's one thing, but getting penalized for it is a big no-no and should be recorded and reported to the ethics line or another HR department. This was something both my front store and pharmacy manager told me since I worked for both. CVS does have those training modules online that you can do at home that aren't paid but they aren't mandatory and you can always do them at work to get paid. I just did some of them quickly so I could get promoted into the real tech work.

Does rxnupe want to put some opinion on here? Not to call him out but he seems uniquely qualified to answer that...

 

[armorking]

I can't believe your DM is trying to make you read a book. It's pretty laughable. It's really not worth your time unless you want to read it. What can your DM say if you are doing a good job overall? Nothing.

 

[Ackj]

when I worked at CVS any training we did at home (i.e. the old pharmacy tech CDs) were paid using training hours. We were always told (or well me since I was the only one to do it at home because they needed help quickly) that you should never work off the clock. If the boss tells you to do something like that then report it to HR because it's an abuse of labor and there can be fines for that. Salaried workers, almost by definition, seem to be the exception since most of the time they are always on the clock.

This is pretty much my thoughts. Working off the clock (and I would definitely say this counts) is a big no-can-do. If you're not a clock-puncher, but are salaried, then I'd say you probably have to read the book.

 

[Old Timer]

The real problem is not PCQ calls, it's the lack of training, lack of people capable of being trained and a pharmacy team unable to get the job done. Don't you have a pharmacy supervisor? The DM should stick to Herr's Chips & Pepsi, something they know about. It's a rare DM that understands anything about Pharmacy.

 

[Dr Wario]

To the OP's main question, no they cannot force you to do work off of the clock, especially as a technician or clerk. They can, however, make suggestions for improvement and initiate sanctions if improvement is not achieved (though this will mostly fall on the PIC if coming from middle management).

Now, CVS seems to like making people become better salesmen, but what actually works is improving the system that you use. For example, my current store was one the worst in the company (bottom 2%) and consistently challenged based on SSS. The first step to fixing this was to improve staffing, it doesn't matter if you think you don't have hours, put out help wanted signs and in this economy, people will come. In terms of staffing, the company is in the driver's seat and has the opportunity to be very selective. When you acquire good people, train them well and phase them in and slowly reduce hours of the non performers.

The next step is to use the tools given to you to make your job easier, and by this I'm talking about rdyfill. Here is my suggestion, enroll every rx for a known regular maintenance medication (diabetes, cholesterol etc) and simply tell the customer that as a service to them, we will automatically refill their medication when it comes due and will contact the prescriber for additional refills when necessary to eliminate hassles for them. Do not simply ask them, do you want to be in our rdyfill program, when people hear program, it is shown that most will tune out and simply decline not really understanding what you are saying. I know some pharmacists will say that customers will call angry that we refilled their medication without express authorization, but reference the common saying that it is better to ask for forgiveness than it is permission. Having a high rdyfill % will do many things for you, including eliminating many of those pci calls (just for reference my store does 3200/wk and has between 50-60 calls). Rdyfill will also increase your script volume (DMs love that), allow you to get more tech hours, and reduce incoming calls for refills.

As the team starts to build morale, continue to train and improve, keep hiring new people and you will soon find, that since you have the best team, the best people will want to come work with you. Now I realize that much of this is up to the PIC, but also realize that it is a much easier and faster way to improvement than trying to make technicians into slick salespeople. The process works because I have done it twice and my partner, who was a former DM that got tired of the games, has done it countless times. If a store is not working well, it is typically a result of the processes being used and not the people, fix the system and you will fix the store.

 

[museabuse]

To the OP's main question, no they cannot force you to do work off of the clock, especially as a technician or clerk. They can, however, make suggestions for improvement and initiate sanctions if improvement is not achieved (though this will mostly fall on the PIC if coming from middle management).

Now, CVS seems to like making people become better salesmen, but what actually works is improving the system that you use. For example, my current store was one the worst in the company (bottom 2%) and consistently challenged based on SSS. The first step to fixing this was to improve staffing, it doesn't matter if you think you don't have hours, put out help wanted signs and in this economy, people will come. In terms of staffing, the company is in the driver's seat and has the opportunity to be very selective. When you acquire good people, train them well and phase them in and slowly reduce hours of the non performers.

The next step is to use the tools given to you to make your job easier, and by this I'm talking about rdyfill. Here is my suggestion, enroll every rx for a known regular maintenance medication (diabetes, cholesterol etc) and simply tell the customer that as a service to them, we will automatically refill their medication when it comes due and will contact the prescriber for additional refills when necessary to eliminate hassles for them. Do not simply ask them, do you want to be in our rdyfill program, when people hear program, it is shown that most will tune out and simply decline not really understanding what you are saying. I know some pharmacists will say that customers will call angry that we refilled their medication without express authorization, but reference the common saying that it is better to ask for forgiveness than it is permission. Having a high rdyfill % will do many things for you, including eliminating many of those pci calls (just for reference my store does 3200/wk and has between 50-60 calls). Rdyfill will also increase your script volume (DMs love that), allow you to get more tech hours, and reduce incoming calls for refills.

As the team starts to build morale, continue to train and improve, keep hiring new people and you will soon find, that since you have the best team, the best people will want to come work with you. Now I realize that much of this is up to the PIC, but also realize that it is a much easier and faster way to improvement than trying to make technicians into slick salespeople. The process works because I have done it twice and my partner, who was a former DM that got tired of the games, has done it countless times. If a store is not working well, it is typically a result of the processes being used and not the people, fix the system and you will fix the store.

Just out of curiosity... How do you handle the customer that does not want automated calls or pci calls? Do you give the 800 number to opt out or do you zero out phone number?

Also how many pharmacist hours do you get for 3200 a week?

 

[MountainPharmD]

Yeah reading a book is going to help a bunch! The low pay CVS offers to techs along with the inadeqauate amount of hours, no pharmacist overlap and 14 hours shifts have nothing to do with it. That book is going to fix all that right up! Go CVS!!!!!

 

[Sparda29]

Well, I am going to go ahead and sound like a shill for CVS. PCQ calls are not about begging people to refill their meds. It is about compliance. The system picks up meds that are way past due to be refilled and we call to find out why and if they need to be filled. If the patient is died, update their profile to reflect that fact and inactivate all refills (how the hell would the system know someone is died unless you update their profile!?). Patient left for a different pharmacy? Transfer the prescriptions so they can't be refilled at CVS. Invalid phone number? Keep your records up to date (this one is actually pretty hard). If they stopped taking a med per the doctor, update their profile and inactivate refills. If they couldn't tolerate the med or stopped for some other reason, refer to the pharmacist so they can council. As an intern this is a great chance to actually talk to patients about their meds and the importance of compliance.

The system is not perfect by any means. Plenty of meds show up that probably shouldn't, particularly allergy meds. You only need 35% to refill and even then you will never hear about it if you only miss that mark every now and then. Enroll people in ReadyFill and they never show up on the list. Keep your records up to date and less people show up on the list. Do your job, fewer people show up on the list. Make the calls the way you should and 35% is laughably easy to get most weeks, once all appropriate systems are in place. (ReadyFill, records up to date, etc.)

Yeah... that's too much work.

 

[Dr Wario]

Just out of curiosity... How do you handle the customer that does not want automated calls or pci calls? Do you give the 800 number to opt out or do you zero out phone number?

Also how many pharmacist hours do you get for 3200 a week?

For people that really do not want calls, we simply zero out the phone number and add it as a note in case we need to contact them. For people that are ok with the computer generated reminder calls but do not want to talk to people (and yes we have several of those) we put a comment on their profile (this is different than a note and is almost always visible on screens related to that customer).

As to rph hours, we use about 100-110 per week but are budgeted for around 125 (in my district the latest stores are open is 9pm). In terms of payroll budget, cvs actually does it two different ways, but most people don't realize the number that really matters (the one shown on the P&L statement) is actually 5.6% of sales. This really helps higher volume stores because, unlike the method used week to week where tech hours are simply based on scripts/wk, incoming dollars actually determine how much help you get. So in a high volume store, the amount of rph time per script is less and thus it costs less to fill. Using this system, our store runs about $5000 under payroll budget each month even though we use 370-380 tech hours per week, and some days we literally have people stepping on eachother's toes. It really is amazing to work with a former DM who didn't lose himself in middle management lala land but still knows the inside tricks of how the business operates.

 

[spacecowgirl]

What a load of crap. Don't you waste a lot of time returning unwanted meds that you filled with auto-fill? Your store needs to come down on crappy techs, not hassle you and your customers with this ****. Wouldn't it make more sense to have an efficient payroll than to spend time telemarketing? If they want to do anything centralized, it should be stuff like this.

No way in hell would I spend one minute of my time outside work on this. Ask walmart about that.

 

[Its Z]

So, how do you weed out those people who signed up with the "National Do Not Call Registry?" I'm on the list but I still get calls. It pisses me off.

I got a great idea. There should be an elective course in PharmD curriculum "Proper Etiquette in Phone Solicitation Business 101."

 

[MountainPharmD]

So, how do you weed out those people who signed up with the "National Do Not Call Registry?" I'm on the list but I still get calls. It pisses me off.

I got a great idea. There should be an elective course in PharmD curriculum "Proper Etiquette in Phone Solicitation Business 101."

Nope it should be required along with how to operate a cash register 101, how to navigate insurance company's automated system 102, and drive through efficiency 101. All the important stuff a new retail pharmacist needs to survive.

 

[Ackj]

The next step is to use the tools given to you to make your job easier, and by this I'm talking about rdyfill. Here is my suggestion, enroll every rx for a known regular maintenance medication (diabetes, cholesterol etc) and simply tell the customer that as a service to them, we will automatically refill their medication when it comes due and will contact the prescriber for additional refills when necessary to eliminate hassles for them. Do not simply ask them, do you want to be in our rdyfill program, when people hear program, it is shown that most will tune out and simply decline not really understanding what you are saying. I know some pharmacists will say that customers will call angry that we refilled their medication without express authorization, but reference the common saying that it is better to ask for forgiveness than it is permission. Having a high rdyfill % will do many things for you, including eliminating many of those pci calls (just for reference my store does 3200/wk and has between 50-60 calls). Rdyfill will also increase your script volume (DMs love that), allow you to get more tech hours, and reduce incoming calls for refills.

These are all great advantages of automatic refills, but in my experience patients are largely unable to make it work. 80% of our return to stock list is automatic fills that aren't picked up. People get upset about phone calls that they have something to pick up, and they're even more upset when they come to pick up an rx and we actually have 3 for them. If a 30 or 90 day supply actually lasted that long, it would be great, but for some reason they don't, even when patients say they never miss a dose 🙄. "Why is this filled? I have at least 20 left over! You guys are refilling these things too fast." "I just picked that up, why is it being filled again?" "I keep getting phone calls from you, but I don't know why, I have all the meds I need."

In a store with a younger patient population, it may work well. I think the program sounds great and I'd definitely use it if I had some maintenance med. However, for my store which I would guess an average patient age in the 70s, they don't like us whippersnappers using all these newfangled gadgets and doodads.

 

[Its Z]

Nope it should be required along with how to operate a cash register 101, how to navigate insurance company's automated system 102, and drive through efficiency 101. All the important stuff a new retail pharmacist needs to survive.

Cool, set up experiential at your local McDonald's.

 

[Aznfarmerboi]

What a load of crap. Don't you waste a lot of time returning unwanted meds that you filled with auto-fill? Your store needs to come down on crappy techs, not hassle you and your customers with this ****. Wouldn't it make more sense to have an efficient payroll than to spend time telemarketing? If they want to do anything centralized, it should be stuff like this.

No way in hell would I spend one minute of my time outside work on this. Ask walmart about that.

My store hits readyfill target but we dont waste any time returning unwanted meds. I notice that a lot of people who disagree with this program are pre pharmacy students, techs, and pharmacy students who have been misguided on the program.

Pharmacists like me, old, Drwarrior, etc... believe in the program because it works. Does it have flaws? Yes but the benefits outweighs the risk.

Readyfill allows me to fill scripts on my own time. It lets me order out of stock medications in advance. I am talking about medications that I dont normally keep in stock like lescol, dynancic, etc. I make it a point to have my techs enroll customers who complain that I am are always out of stock on medications that they are on, to have them enroll in readyfill. Medications like clobestasol spray with coupon that costs 500 dollars. With readyfill,I see that it goes through the insurance and can order 3 days in advance for them.

I have customers coming in with empty bottle and I tell them that their medications are ready. Doctors are faxed in advance if they are out of refills, so if a customer need an appointment, I can let the patient know in advance. That way they dont come in last minute asking me to spot them pills because they are out.

The only time when readyfill does not work is when people are not enrolling the right customers. I have been to store where people are automatically enrolled! Of course you will have a lot of return to stock.

My payroll is efficient and a lot of times, I have more help than needed. Personally I prefer less help because the more people I have, the more confusing things are.

 

[Aznfarmerboi]

Re PCQ calls, most people that do not work for cvs are only hearing one side of the story.

People are reminded to refill medications that they are out of. I have personally see the benefits of this first hand. Are there medications that shouldnt be on the list? Yes.. but that is why I have my techs focus on medications that SHOULD be on the list. If your store calls 3 times, anytime during the week, reaching 30 percent should not be hard. A lot of these medications are digoxin, lisinopril, metformin, etc.

If the patient is not on them anymore, inactivate it on their profile. Ultimately, this will lead to you understanding your patients more and having a "patient chart".

In fact with summer here, I am reaching 40,50 percent when my goal is 30 percent. Patients now truly need their singulairs, flonase, etc.

 

[Aznfarmerboi]

Re Readyfill and PCQ calls... Although I dont like how retail is heading, I dont see how any pharmacists can not see how both program ultimately leads to increase patient compliance.

 

[MountainPharmD]

Re Readyfill and PCQ calls... Although I dont like how retail is heading, I dont see how any pharmacists can not see how both program ultimately leads to increase patient compliance.

Readyfil is the new standard. Almost everyone is doing it now. Safeway last year and Kroger this year. Just another way we encourge patients to be irresponsible and dependant. Next thing you know we will be sending the Pharmacist over to their house to wipe thier ass after they take a ****.

 

[HaleyRX]

Thanks to everyone for your input...I did ask our PIC if we would need to read the book in the breakroom to get paid and he said 'oh we don't have paid reading time...uh oh, you going to call the ethics line?'
He teases me because for awhile when us techs would stay past 9:00 to fill last minute waiters, the mgr would change our time punches. The Rph made us stay, but the mgr changed our times..so eventually I called the ethics line. So now I felt bad about making an issue of the book..but c'mon..this is crazy.
I am transferring when I move and I will be sooo glad to be out of this district!!

 

[Dr Wario]

So, how do you weed out those people who signed up with the "National Do Not Call Registry?" I'm on the list but I still get calls. It pisses me off.

I got a great idea. There should be an elective course in PharmD curriculum "Proper Etiquette in Phone Solicitation Business 101."

The do not call registry only applies if you have not previously done business with the company calling you, thus reminder calls are not a violation. Do I wish we could be in a perfect world and only refill scripts that people want and only call people whom appreciate the service? Absolutely I do, but reality applies.

I don't like where pharmacy is going any more than other people here, but we have to face that fact that we failed to prove to the public our knowledge about drugs is of value. People vote with their money, and their money says our counseling is worth zero and our drugs are the only things that have value. I do not like the fact that I'm simply a businessman wearing a white suit, but right now I can't change it so I'll make the best and try to give the public and my company what they want.

 

[owlegrad]

Yeah... that's too much work.

Haha, what's more work, enrolling someone in readyfill (30 seconds?) or calling them every month, hounding them to refill every prescription to the point where we drive them away?

In general, doing things the correct way is easier and less stressful than trying to get around it. It's all about training - train someone right the first time and so many issues just disappear. Stated another way, bad training generates countless issues.

I agree with the poster who said to just tell people that as a courtesy we will fill the prescription and have it ready for them to pick up at their convenience. No need to say "enroll" or "program". Just say we will fill it and have it ready for you.

If someone stops taking a med, that's information you want. If the directions change, that's information you want. If the patient moved away, that's information...you get the idea.

 

[Sparda29]

Haha, what's more work, enrolling someone in readyfill (30 seconds?) or calling them every month, hounding them to refill every prescription to the point where we drive them away?

In general, doing things the correct way is easier and less stressful than trying to get around it. It's all about training - train someone right the first time and so many issues just disappear. Stated another way, bad training generates countless issues.

I agree with the poster who said to just tell people that as a courtesy we will fill the prescription and have it ready for them to pick up at their convenience. No need to say "enroll" or "program". Just say we will fill it and have it ready for you.

If someone stops taking a med, that's information you want. If the directions change, that's information you want. If the patient moved away, that's information...you get the idea.

How about we just refill it when the customer calls for it? If they don't wanna refill it, let it be.

I have no problem asking patients who are in the store if they wanna be on the program. What I have a problem with is the automatic or manual phone calls telling people to sign up or asking them why they haven't refilled or reminding them to pick their stuff up. It's annoying to the person calling and its annoying to the customer. About 50% of the people I called when I worked for CVS were annoyed, yelled at me, or hung up on me. This is probably because I usually only worked Friday nights and Saturdays, when people are trying to relax.

 

[CUpharmD2013]

How about we just refill it when the customer calls for it? If they don't wanna refill it, let it be.

I have no problem asking patients who are in the store if they wanna be on the program. What I have a problem with is the automatic or manual phone calls telling people to sign up or asking them why they haven't refilled or reminding them to pick their stuff up. It's annoying to the person calling and its annoying to the customer. About 50% of the people I called when I worked for CVS were annoyed, yelled at me, or hung up on me. This is probably because I usually only worked Friday nights and Saturdays, when people are trying to relax.

That would be fine and dandy if people actually took their medications like they should and requested refills when they should. Obviously stuff like Flonase, etc. should be removed from the program, but I believe there is a lot of value. The person that ignores and/or gets angered at our phone calls as we try to help them manage their medications is the same person that calls us right when they need to take their insulin, are out, and have no refills.

 

[owlegrad]

That would be fine and dandy if people actually took their medications like they should and requested refills when they should. Obviously stuff like Flonase, etc. should be removed from the program, but I believe there is a lot of value. The person that ignores and/or gets angered at our phone calls as we try to help them manage their medications is the same person that calls us right when they need to take their insulin, are out, and have no refills.

I agree. 👍