The best template for 7day and 14 day calls at CVS

[Aimee19]

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What would an efficient 7 day and 14 day call look like at CVS. Pharmacy.
Can you paraphrase my sentences into the most influential way to our customers, please?!
1) for 7 day calls: Hello. I'm calling regarding your medication we filled for you which is a first time prescribed medication from Dr (....), it has been sitting in the pharmacy for the last 7 days. I'm calling to see of you are eager to start taking this medication or we can hold on to it?

2) 14 day calls: Hello. I'm calling to let you know we are returing your prescription to shelf since it has not been picked up within last 14 day and your insurence requires us to pull back. If you want to pick up today we are open till 9pm.

 

[mentos]

That is not efficient at all, you'll be on the phone for an hour if you talk that much. "Hi your prescription is ready, when can you pick up?" Nobody cares how many days it's been sitting, which doctor wrote it or about insurance.

 

[Xarelto-10]

What would an efficient 7 day and 14 day call look like at CVS. Pharmacy.
Can you paraphrase my sentences into the most influential way to our customers, please?!
1) for 7 day calls: Hello. I'm calling regarding your medication we filled for you which is a first time prescribed medication from Dr (....), it has been sitting in the pharmacy for the last 7 days. I'm calling to see of you are eager to start taking this medication or we can hold on to it?

Hello. My name is Reddy I am a ——with CVS. I am calling because the medicine ordered by DR. Scribble has not been picked up as of yet. Was there any question that I can answer to you today concerning your medication ?
Please remember, if this prescription is not picked up by ——-date we will return it to stock and will have to be reprocessed all over again when you need it.

***this took me about 30 seconds to say ,and I’m not a very fast reader. I don’t believe it is complete as it is, but I like the idea of giving the patient the assurance that I’m here to help if “there any question I can answer for you today ?”


2) 14 day calls: Hello. I'm calling to let you know we are returing your prescription to shelf since it has not been picked up within last 14 day and your insurence requires us to pull back. If you want to pick up today we are open till 9pm.

 

[Sine Cura]

LOL we had to cull NSPU calls by getting rid of everything by day 6.

 

[Mr. Corporate Pharmacist]

Before managing your tactics, ask yourself if those prescriptions should be on the shelves in the first place.

I never understand why stores do extra work making any calls besides the Day 7 calls. Day 6 or day 14 calls, RTSing Day 6's, etc. are just adding more meaningless grind to the day that helps very little patients and makes no money for the business.

My advice for call scripts: take a minute to connect with the patient as a human being.

If all you're saying is the same thing the automated calls and text messages say, then what do you expect to happen differently?

This is why patients hate patient care calls and see no value in them.

Try, "Hey, John, it's your pharmacist. Haven't seen you since last month. Worried about one of your prescriptions. Give me a call so I can ask you some questions about medicine and healthcare."

Then, when they call you back because of the concern in your tone of voice, try talking to them in a way that adds more value than "something's ready for you."

Take 5 seconds to look at the profile and see what else they need. Offer a service they haven't enrolled in. Ask how their treatment is going. Talk about their last doctor's visit. Anything. Doesn't have to be revolutionary. Could just be an extension of the last conversation you had at pick up. Or, fix the never-ending problem of 2 week early fills. "Looks like we filled this rx way too early; I'm sorry for all the calls. I'll fix this and schedule this out for you when you need it."

These calls build your brand as a pharmacist, and they keep the proportion of days covered high ($). How you hold yourself during these interactions also determines whether patients see you as a pill pusher or a white coat professional.

What helps even more is reducing the amount of unnecessary calls. So screening them in the first place will help you be less robotic. "How are you doing today?" And "Do you have a second to chat?" Go a long way in humanizing the phone call.

Building rapport quickly and proper phone etiquette are crucial for influencing someone's health in community pharmacy.

Hope all this mumbo jumbo helps.

Sent from my SM-N975U using SDN mobile

 

[Sine Cura]

Before managing your tactics, ask yourself if those prescriptions should be on the shelves in the first place.

I never understand why stores do extra work making any calls besides the Day 7 calls. Day 6 or day 14 calls, RTSing Day 6's, etc. are just adding more meaningless grind to the day that helps very little patients and makes no money for the business.

That was literally the MO of my pharmacy supervisor (micromanage metrics) before she presumably got the axe in the Culling. One of her stores had literally 10 NSPU calls YTD before I left.

 

[Cleaveland]

Before managing your tactics, ask yourself if those prescriptions should be on the shelves in the first place.

I never understand why stores do extra work making any calls besides the Day 7 calls. Day 6 or day 14 calls, RTSing Day 6's, etc. are just adding more meaningless grind to the day that helps very little patients and makes no money for the business.

My advice for call scripts: take a minute to connect with the patient as a human being.

If all you're saying is the same thing the automated calls and text messages say, then what do you expect to happen differently?

This is why patients hate patient care calls and see no value in them.

Try, "Hey, John, it's your pharmacist. Haven't seen you since last month. Worried about one of your prescriptions. Give me a call so I can ask you some questions about medicine and healthcare."

Then, when they call you back because of the concern in your tone of voice, try talking to them in a way that adds more value than "something's ready for you."

Take 5 seconds to look at the profile and see what else they need. Offer a service they haven't enrolled in. Ask how their treatment is going. Talk about their last doctor's visit. Anything. Doesn't have to be revolutionary. Could just be an extension of the last conversation you had at pick up. Or, fix the never-ending problem of 2 week early fills. "Looks like we filled this rx way too early; I'm sorry for all the calls. I'll fix this and schedule this out for you when you need it."

These calls build your brand as a pharmacist, and they keep the proportion of days covered high ($). How you hold yourself during these interactions also determines whether patients see you as a pill pusher or a white coat professional.

What helps even more is reducing the amount of unnecessary calls. So screening them in the first place will help you be less robotic. "How are you doing today?" And "Do you have a second to chat?" Go a long way in humanizing the phone call.

Building rapport quickly and proper phone etiquette are crucial for influencing someone's health in community pharmacy.

Hope all this mumbo jumbo helps.

Sent from my SM-N975U using SDN mobile

Very helpful! Thank you kindly.

 

[pencilandpen]

lol whos got time for those calls? if your store got time for those meaningless calls it means you have too many hours. better worry about how many hours you gonna get cut next.

 

[Mr. Corporate Pharmacist]

lol whos got time for those calls? if your store got time for those meaningless calls it means you have too many hours. better worry about how many hours you gonna get cut next.

Hours go down every year for everyone due to enhancements and automation, but those "meaningless calls" keep your proportion of days covered (PDC) high.

Last year, one of my stores spent $60k in payroll over budget. With no micromanagement from leaders.

Only way that happens is

1) Script/Sales growth over budget (short term profit)
2) Bottom line profit over budget (short term profit)
3) PDC/Service are High (long term profit)

The rest of the grind everyone is caught up in doesn't actually make the pharmacy money, and you wonder why there's no talk about payroll flexibility?

Bottom line: the calls are good, and the outcomes of the calls are part of the equation that determine if your patients are healthy and business is growing. This is how you get payroll flexibility.

Sent from my SM-N975U using SDN mobile

 

[pencilandpen]

Hours go down every year for everyone due to enhancements and automation, but those meaningless calls keep your proportion of days covered (PDC) high.

Last year, one of my stores spent $60k in payroll over budget. With no micromanagement from leaders.

Only way that happens is

1) Script/Sales growth over budget (short term profit)
2) Bottom line profit over budget (short term profit)
3) PDC/Service are High (long term profit)

The rest of the grind everyone is caught up in doesn't actually make the pharmacy money, and you wonder why there's no talk about payroll flexibility?

Sent from my SM-N975U using SDN mobile

are you saying those calls are good and meaningful or just useless, not quite getting your message here.

 

[Mr. Corporate Pharmacist]

are you saying those calls are good and meaningful or just useless, not quite getting your message here.

That's okay.

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[mentos]

That's okay.

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I really don't understand either. Are these calls good or bad?

 

[Sine Cura]

Thanks, Obama!

 

[Mr. Corporate Pharmacist]

I really don't understand either. Are these calls good or bad?

View attachment 293785

Good

I forgot to put quotations in that confusing post. Try reading again if you're interested.

Sent from my SM-N975U using SDN mobile