Patients calling on doctor line

[SClENCE]

---

Members do not see this ad.

What do you guys do? I used to take the calls myself but people abuse it so have been putting them on hold lately. Some pharmacists tell them they need to call back on the correct line and hang up before the person can respond lol.

I don't see how it's possible to call the doctor line on accident, the prompts are clear at every chain.

 

[hye345]

We do get a lot of Spanish-speaking patients call dr line.

 

[RxPal]

When I pick up the doctor’s line now I pretty much ask right away if this is a doctor’s office calling. Usually they try to play dumb by ignoring my question and proceeding directly with their requests. Before they could finish their sentences, they were already put back on hold. I then tell my techs to take their time finishing what they are going before taking over.

 

[Old Timer]

If you work for CVS, the IVR is so horribly broken they can't help themselves. I was running late getting to a store and I called ahead knowing the front store was open and no matter what I did it kept transferring me to the pharmacy until I figured out I had to say "photo"

 

[mentos]

Just tell the techs to pick up first...

 

[wagrxm2000]

Who cares.

My staff and I just pick up whoever is available at that moment for either call.

Half the time I call cvs I wait on hold for 10 minutes anyways or they pick up immediately and after I say transfer (yes just like from the last thread I call the prescriber line) and immediately get put on hold for 10 minutes

 

[SClENCE]

I care. When we are filling 1100-1200 scripts a day with just 2 pharmacists and 5-6 techs I don't have time to get stuck on the phone for 5 minutes

Maybe it's not as big of an issue when you are filling 2,500 a week and have time to help with register/phone/QT/pull

 

[grumpyRph]

ugh the worst is at happy and healthy, when they are entering in refill numbers on touch tone, if there's an error or a delay to inform them about, i think it transfers the customer straight to doctor line. so about 1/3 of the doctor calls are confused patients, EACH ONE saying "oh i guess they transferred me to you" !!!! MADDENING!!!!! it's SO HARD not to say each and every time, "well lucky ME!"

 

[grumpyRph]

Who cares.

My staff and I just pick up whoever is available at that moment for either call.

Half the time I call cvs I wait on hold for 10 minutes anyways or they pick up immediately and after I say transfer (yes just like from the last thread I call the prescriber line) and immediately get put on hold for 10 minutes

true most pharmacies don't have a big enough staff anymore to scream at a free tech to pick up the phone. we all pitch in. caller id on the other hand, that adds an interesting dynamic to picking up the phone. haha!

 

[grumpyRph]

When I pick up the doctor’s line now I pretty much ask right away if this is a doctor’s office calling. Usually they try to play dumb by ignoring my question and proceeding directly with their requests. Before they could finish their sentences, they were already put back on hold. I then tell my techs to take their time finishing what they are going before taking over.

idk just pitch in. if you take the call your tech is free to finish something else and maybe you can make more recommendations of what else to fill if they haven't filled other maintenance meds in a while. and if you pitch in with patient calls, your tech might not be so fast to transfer a doctor call that is just a nurse asking about an insurance issue or if something is ready.

 

[RxPreceptor]

I don't appreciate people abusing the system/trying to get ahead and more importantly tying up actual MDs trying to call in scripts. Makes it just that much more hectic trying to prioritize when we get @-hole boomers calling MD line for something that can be done automatically through system prompts/typing in Rx #, etc.

 

[RxPal]

idk just pitch in. if you take the call your tech is free to finish something else and maybe you can make more recommendations of what else to fill if they haven't filled other maintenance meds in a while. and if you pitch in with patient calls, your tech might not be so fast to transfer a doctor call that is just a nurse asking about an insurance issue or if something is ready.

My techs and I all take turns taking calls…when the other persons are busy crying.

 

[trailerpark]

Most of our DR line calls are patients so the techs answer all the Dr line calls. They treat all the lines the same.

 

[aqb]

I try to guilt trip the heck outta them. "Hi, thanks for calling from the doctor's office." After they respond with "Oh, hee, umm... I pressed the wrong button." I ask how I can help them with their QUICK issue and to call on the regular line next time.

Of course, you have patients who have zero shame and do it every time.

 

[WVUPharm2007]

You have time to consider these things?

 

[SoylentGreen]

I have taken the calls in the past because I don't think our management would back me up if I talked back to them but in light of what's going on I'm probably going to start saying "this is the doctor's line" and hanging up.

 

[dblock05]

The new CVS IVR is awful. Most of the patients are not doing it on purpose if you work for them.

 

[SClENCE]

You have time to consider these things?

Not more time than you must have to write pointless comments

 

[WVUPharm2007]

Not more time than you must have to write pointless comments

You think I have time to post while at work?

lol.

 

[SClENCE]

You think I have time to post while at work?

lol.

What makes you think I'm posting at work?