CVS Prescriber Follow-Up & Adherence Outreach

[Dreamer716]

---

Members don't see this ad.

Okay current Staffer at the moment. The prescriber follow up calls I'm finding challenging especially at a steady volume store. So does the metric rate if we just called or like if we were able to actually get the refill approved? Also, how do they track if the phone calls are being made (ie. calling the phone number on the hardcopy then the one entered in the system). Also for the PCQ calls, the system just notices if u made the call right, not the actual duration of the call?

 

[ericn2k3]

Okay current Staffer at the moment. The prescriber follow up calls I'm finding challenging especially at a steady volume store. So does the metric rate if we just called or like if we were able to actually get the refill approved? Also, how do they track if the phone calls are being made (ie. calling the phone number on the hardcopy then the one entered in the system). Also for the PCQ calls, the system just notices if u made the call right, not the actual duration of the call?

MD F/U. It drops at 9am and steadily dies at 12p-3p. The 'red' one don't give you any credit. It tracks if you call the number on the screen, NOT on the actual Rx. The magic number I'm told is at least 40 sec. So if you leave a message and it only takes 30 sec, stay on for 10 more sec to get credit for the call. The red ones don't get deleted, you have to delete them out. Reds and at least 3 attempts = automatic denial, text and automated calls help here.

PCQ: You want your TECH reach/fill to be around 70/30. To improve your reach/fill rate, just ask the patient to call back because you have 'information' for them. If you tell them they're due for a refill, they likely will not call you back.

 

[Ra1nMak3r]

Okay current Staffer at the moment. The prescriber follow up calls I'm finding challenging especially at a steady volume store. So does the metric rate if we just called or like if we were able to actually get the refill approved? Also, how do they track if the phone calls are being made (ie. calling the phone number on the hardcopy then the one entered in the system). Also for the PCQ calls, the system just notices if u made the call right, not the actual duration of the call?

You can train one of your techs to do prescriber follow up and just notify you if they approved a refill. Another option is to multi task and have 2 screens open so you can verify scripts while you call.

 

[CetiAlphaFive]

Okay current Staffer at the moment. The prescriber follow up calls I'm finding challenging especially at a steady volume store. So does the metric rate if we just called or like if we were able to actually get the refill approved? Also, how do they track if the phone calls are being made (ie. calling the phone number on the hardcopy then the one entered in the system). Also for the PCQ calls, the system just notices if u made the call right, not the actual duration of the call?

During my last month at CVS, I'd just call and hit the "mute" button while it attempted to record a voicemail.

Easy

 

[mydogatemysuboxone27]

Fax everything once it passes two attempts

 

[Dreamer716]

Fax everything once it passes two attempts

Ah okay so lets say for example if it gets to attempt 3 and I just deleted the request right before, will I be dinged for that? And no credit if I keep hitting W correct?

 

[Dreamer716]

You can train one of your techs to do prescriber follow up and just notify you if they approved a refill. Another option is to multi task and have 2 screens open so you can verify scripts while you call.

I do that from 8 Am to 10:30ish then the new scripts start coming in fast so I just focus on QV and QT.

 

[mydogatemysuboxone27]

Ah okay so lets say for example if it gets to attempt 3 and I just deleted the request right before, will I be dinged for that? And no credit if I keep hitting W correct?

You will get dinged for every request you delete out. You need to follow it through the process. Hit W to force it to the action queue. But instead of calling the third attempt, print out the request and fax it. And then text the patient when the action note comes up.

 

[Dreamer716]

You will get dinged for every request you delete out. You need to follow it through the process. Hit W to force it to the action queue. But instead of calling the third attempt, print out the request and fax it. And then text the patient when the action note comes up.

Whats the benefit of manual faxing before the 3rd attempt?

 

[Rouelle]

It’s really sad that pharmacy has come to this. Gaming the system has become more important than simply doing a good job and taking care of the patient.

 

[Gombrich12]

I didn't go to school to be a telemarketer. Fake the metrics and move on.

 

[CetiAlphaFive]

It’s really sad that pharmacy has come to this. Gaming the system has become more important than simply doing a good job and taking care of the patient.

I don't understand why people don't call just to tell the nurse "I'm sending a fax over to you for patient ______________"

Best of both worlds.

Another favorite is to tell the nurse, "the patient says we should've received a prescription from the doctor"

 

[owlegrad]

It’s really sad that pharmacy has come to this. Gaming the system has become more important than simply doing a good job and taking care of the patient.

This times infinity. I think it was probably in my top 5 things I hated at CVS. I don't mind working hard or doing what my employer tells me to (even if I think it is dumb) but the total disconnect between actually doing your job and the metrics that are focused on was beyond demoralizing. Anyone who can convince themselves that deleting QR requests before it reaches a certain number of attempts in order to game the system adds any value or is in any way a useful activity has my total respect (or possibly derision depending on my mood). Kudos to whoever can drink that much koolaid. Although it's not even koolaid - someone can believe that QR requests are important but how can anyone possibly believe that deleting them before they hit QV aligns with company values or is beneficial in any way?

Well I will just start talking in circles at this rate so I will just stop and remember to be thankful I got out.

 

[mydogatemysuboxone27]

Whats the benefit of manual faxing before the 3rd attempt?

Less time on the phone, saves you time. Not as effective but time is important in that ****ty job

 

[Dreamer716]

Less time on the phone, saves you time. Not as effective but time is important in that ****ty job

But won't we have to make the call anyways?

 

[CetiAlphaFive]

But won't we have to make the call anyways?

Are you thinking practically?
If they respond with a refill approval prior to that, are you still going to call?

 

[Dreamer716]

Are you thinking practically?
If they respond with a refill approval prior to that, are you still going to call?

Yeah its just I barely get any approvals over the phone and they always get back to us after the third attempt. It's just so annoying

 

[CetiAlphaFive]

Yeah its just I barely get any approvals over the phone and they always get back to us after the third attempt. It's just so annoying

"Hi, your doctor denied your refill and said you have to call them"