To whoever invented CVS' PCQ calls...

[Tenor CS]

I hate you with every fiber of my being. Every time I make those calls, I think that whoever came up with the system should be punched in the family jewels.

Here's how 90% of my PCQ calls go:

1. Dial.
2. They don't answer. Get voicemail greeting.
3. Hit mute.
4. Leave a 31 second long blank voicemail.
5. Hang up.
6. Type NR.
7. Repeat.

And I just finished the Pharmacy Advisor training modules. More friggin' phone calls!!! I really like most of the people I work with, but I hate the ridiculous stuff that corporate makes us do.

PS: I also just got written up for not having a high enough extracare card scan rate. I am so down on the company right now, I almost quit yesterday.

---

Members don't see this ad.

 

[297point1]

Most of the signature lines that users have on this site are pretty pointless.

Yours made me laugh. I would fund that study!

 

[drhenPharmD]

I hate you with every fiber of my being. Every time I make those calls, I think that whoever came up with the system should be punched in the family jewels.

Here's how 90% of my PCQ calls go:

1. Dial.
2. They don't answer. Get voicemail greeting.
3. Hit mute.
4. Leave a 31 second long blank voicemail.
5. Hang up.
6. Type NR.
7. Repeat.

And I just finished the Pharmacy Advisor training modules. More friggin' phone calls!!! I really like most of the people I work with, but I hate the ridiculous stuff that corporate makes us do.

PS: I also just got written up for not having a high enough extracare card scan rate. I am so down on the company right now, I almost quit yesterday.

What about the few patients that these non-adherence calls actually get to? Even if you only reach one patient each week, wouldn't that be worth the frustration?

The same goes with Pharmacy Advisor. Even if you only get one eligible diabetic patient to begin statin and/or aceI therapy, wouldn't that be worth it?

 

[rph3664]

What about the few patients that these non-adherence calls actually get to? Even if you only reach one patient each week, wouldn't that be worth the frustration?

The same goes with Pharmacy Advisor. Even if you only get one eligible diabetic patient to begin statin and/or aceI therapy, wouldn't that be worth it?

How long have you worked in a pharmacy, or have you ever?

 

[Sparda29]

What about the few patients that these non-adherence calls actually get to? Even if you only reach one patient each week, wouldn't that be worth the frustration?

The same goes with Pharmacy Advisor. Even if you only get one eligible diabetic patient to begin statin and/or aceI therapy, wouldn't that be worth it?

Sure, if I got a commission every time I enroll someone in Readyfill or Pharmacy Advisor.

 

[drhenPharmD]

How long have you worked in a pharmacy, or have you ever?

I have about 3 years of combined pharmacy experience that includes 2 years at CVS/Caremark.

 

[drhenPharmD]

Sure, if I got a commission every time I enroll someone in Readyfill or Pharmacy Advisor.

I would love to see that, but CVS isn't going to offer commission. Who's responsibility is it to fight for proper reimbursement?

And how many services should the pharmacist's base salary cover?

 

[Sparda29]

I would love to see that, but CVS isn't going to offer commission. Who's responsibility is it to fight for proper reimbursement?

And how many services should the pharmacist's base salary cover?

Base salary, IMO $50-55/hr should cover only being there and verifying scripts and counseling. All other services should have a commission fee.

 

[HaleyRX]

Hmm, I never thought to hit mute. This whole time I've been leaving 31 second "HI, thanks for choosing CVS, we're here to help, do you need anything?" fluff messages..thanks for the tip!

The calls are STUPID and a waste of time..They aren't REALLY about helping people, they are about helping script count. If they were about helping people, they would be done by a PHARMACIST who can COUNSEL and SAY "if you don't take this blood pressure medicine, you are at risk for X, Y, and Z..., what has your blood pressure been since you stopped the medicine?" not.."I quit taking it, I didn't think it helped" "okay thanks for choosing CVS, have a good day"...
We were told that we get credit if someone's particular medicine (Lisinopril) isn't on the list but they fill another one in the same drug category (any blood pressure med)..BUT..we apparently don't because the PCQ report lists only drugs on THAT LIST that were filled..and THAT number is what we get yelled at about..

 

[HaleyRX]

OH not to mention our DM constantly emails "you missed script budget by 35 scripts..would PCI have made a difference and closed the gap?"
OR on thursdays we get emails "you need 600 scripts to make budget still, WORK THAT PCQ, BABY!!!" ....WTF?? Not..."Mrs. Jones needs her heart medicine, WORK THAT PCQ, BABY"..

 

[rph3664]

OH not to mention our DM constantly emails "you missed script budget by 35 scripts..would PCI have made a difference and closed the gap?"
OR on thursdays we get emails "you need 600 scripts to make budget still, WORK THAT PCQ, BABY!!!" ....WTF?? Not..."Mrs. Jones needs her heart medicine, WORK THAT PCQ, BABY"..

What? Your DM demands you fill a certain number per day? Gee, and we wonder why some pharmacists are filing false Medicare claims for flu shots. 🙄

 

[drhenPharmD]

Base salary, IMO $50-55/hr should cover only being there and verifying scripts and counseling. All other services should have a commission fee.

CVS's Pharmacy Advisory and Patient Care Initiatives falls under counseling . I understand technicians may perform some of these tasks under pharmacist supervision but it is still a counseling service. What is your definition of counseling and does it include MTM services?

 

[Tenor CS]

What about the few patients that these non-adherence calls actually get to? Even if you only reach one patient each week, wouldn't that be worth the frustration?

The same goes with Pharmacy Advisor. Even if you only get one eligible diabetic patient to begin statin and/or aceI therapy, wouldn't that be worth it?

Re: the part I bolded ... No, absolutely not. These programs are nothing more than telemarketing disguised as an attempt to improve patient health, and they are a huge waste of time. I can be of more use when it comes to improving script count by, you know, actually working on scripts for people who are IN the store, or who have already taken the effort to call in their refills or renew online.

In my experience, our patients do NOT want to talk to us on the phone unless they are calling us.

Every time I have to make these calls, I feel like I am hassling the patients, especially when I have to call them 3 times within 2 days to get "credit" for making the calls. These tactics aren't even used by unscrupulous debt collectors.

 

[Sparda29]

CVS's Pharmacy Advisory and Patient Care Initiatives falls under counseling . I understand technicians may perform some of these tasks under pharmacist supervision but it is still a counseling service. What is your definition of counseling and does it include MTM services?

My definition of counseling is the talk that takes place (or supposed to take place) when a prescription is being picked up, or random questions that they call about or come in with. It does not include MTM services, which should be billed separately. You gotta realize that these corporations are trying to get you to do more work when we should be fighting to do less work for more money.

 

[drhenPharmD]

My definition of counseling is the talk that takes place (or supposed to take place) when a prescription is being picked up, or random questions that they call about or come in with. It does not include MTM services, which should be billed separately. You gotta realize that these corporations are trying to get you to do more work when we should be fighting to do less work for more money.

Every pharmacy, chain or independent, would go bankrupt if they paid all their pharmacists $50-55/hr just to check scripts and do your definition of counseling.

 

[DASicari]

I think that the PCQ program is a great intention for counseling opportunities and a way to help with medication compliance. However, I strongly disagree with the way that CVS is going about this. Tracking phone call duration? Making weekly Readyfill goals? Cutting staffing while adding more responsibilities and even more programs?

Adding to an overstressed workload will potentially cause more errors and defeating the purpose of the program in actually helping patients. When we are encouraged to sign everyone up for Readyfill to meet goals, not only can this cause the patient to receive medications they are no longer taking but also causes more work in RTSing the scripts of patients who didn't ask to be signed up. I think Readyfill is a really great idea for the patients that want it, but the CVS implementation of instituting weekly goals causes more trouble and work that we don't need.

 

[Sparda29]

Every pharmacy, chain or independent, would go bankrupt if they paid all their pharmacists $50-55/hr just to check scripts and do your definition of counseling.

Eliminate the middle management in both the pharmacy and front store sections. You can probably also increase wages for techs and interns. $14.50/hr for a P3 intern is disgraceful, it should be at least $18/hr.

 

[johnep34]

Gosh! Sounds like a waste of time.
Here in UK, NHS forms are in duplicate. When the customer collects their completed script, they tick the items on the duplicate required next month and sign to authorise. The pharmacy gives a date for the next pick up and a week before that date, sends to Dr with request for repeat. The new scripts collected daily from the Dr when delivering next batch of requests. Where a surgery is too far, stamped addressed envelope provided by pharmacy.

The daily visit to surgery enables queries to be dealt with.
The system runs very smoothly for all concerned. Drs are pleased not to have phone calls or visits from patients requesting repeats (refills).

Some pharmacies have the computer set up so a text can be sent to patients mobile as reminder.

The NHS scripts can only be dispensed once as have to be sent to Govnmt pricing office for payment.
johnep

 

[whatbout2morrow]

First try getting patients on those call lists to "adhere" to Nasonex, Flonase, Allegra, Clarinex, etc. Try reaching the 85% goal that your DM has set so that he can position himself for a promotion. Try contacting a deceased patient whose name popped up on the list. Try finding right phone numbers because the bulk of people on the lists chose not to give their preferred number because they were tired of CVS calling all the time. Now try reaching a patient at that number when a potentially fatal misfill has occured.

In the opinions of some that I have talked to, technician who calls multiple times a day, day after day so that he/she can offer to shove medication that they are no longer on or only use PRN down their throats is regarded far lower than a telemarketer.

Now which is worse, being treated like a McDonald's because we have drive throughs, even though we aren't often able to offer 60-second service like many drive throughs because of the numerous issues that can arise, or getting the attitude over the phone because we just can't leave people alone and are worse than telemarketers?

Ahh, what the industry has done to the profession of pharmacy.

P.S. - A single 1 minute talk between a patient and their physician always seems to go much farther than repeated lengthy discussions and phone calls from pharmacy personnel.

 

[DASicari]

Eliminate the middle management in both the pharmacy and front store sections. You can probably also increase wages for techs and interns. $14.50/hr for a P3 intern is disgraceful, it should be at least $18/hr.

When I was living in NJ, the P1 rate was $10.50 (I was making more as a technician). I'm now living in CA for pharmacy school and I was astonished to hear that the P1 rate out here is $16.75 (and increases a dollar per year). But I guess factoring in the (greatly) increased cost of living, it probably evens out.

 

[Dezixn]

I think that the PCQ program is a great intention for counseling opportunities and a way to help with medication compliance. However, I strongly disagree with the way that CVS is going about this. Tracking phone call duration? Making weekly Readyfill goals? Cutting staffing while adding more responsibilities and even more programs?

Adding to an overstressed workload will potentially cause more errors and defeating the purpose of the program in actually helping patients. When we are encouraged to sign everyone up for Readyfill to meet goals, not only can this cause the patient to receive medications they are no longer taking but also causes more work in RTSing the scripts of patients who didn't ask to be signed up. I think Readyfill is a really great idea for the patients that want it, but the CVS implementation of instituting weekly goals causes more trouble and work that we don't need.

Finally a good view on the subject without saying lololcvs sucks or just saying it's counseling and get over it.

I agree, those phone calls are great ways to help out patients and open up great counseling opportunities.

But, like you said, I think CVS goes about it completely wrong. Not only that,but clearly the only reason CVS wants us to do them is to increase profit and the DM's want them done so they get a bonus or something. Tracking us big brother style by timing our calls and such is NOT the right way to go about this. Things like this is what makes people leave blank messages or wait 20-30 seconds before hanging up. Not to mention half they time we're calling to see if someone wants to refill their fluticasone that they used PRN during the summer...
A lot patients are also confused as to what CVS is calling about since we call sooooo much, it creates quite a pain.
There's a right and a wrong way to things, and I think in this case CVS is more on the wrong side and needs to change their policies.

 

[Pinser555]

Eliminate the middle management in both the pharmacy and front store sections. You can probably also increase wages for techs and interns. $14.50/hr for a P3 intern is disgraceful, it should be at least $18/hr.

PY1 here beating 18, but not in retail. Work hard about GTFO of retail

 

[diplomat]

At what point is enough enough. Is there anyone looking out for pharmacists while uncompensated work gets dumped on them continually??

 

[Aznfarmerboi]

I hate you with every fiber of my being. Every time I make those calls, I think that whoever came up with the system should be punched in the family jewels.

Here's how 90% of my PCQ calls go:

1. Dial.
2. They don't answer. Get voicemail greeting.
3. Hit mute.
4. Leave a 31 second long blank voicemail.
5. Hang up.
6. Type NR.
7. Repeat.

And I just finished the Pharmacy Advisor training modules. More friggin' phone calls!!! I really like most of the people I work with, but I hate the ridiculous stuff that corporate makes us do.

PS: I also just got written up for not having a high enough extracare card scan rate. I am so down on the company right now, I almost quit yesterday.

If I was your pharmacist, I would tell you to focus more on the quality of the call than muting the phone for 30 seconds. In fact with PCQ, I do not see why you have to be on for 30 seconds. Maybe your supervising pharmacist miscommunicated to you. The goal of PCQ is to get 30 percent conversion, not stay on the phone for 30 seconds. That means for every 3 scripts that you call on, you should try to get one of them filled.

This should be easy if you guys save time (as opposed to wasting time waiting on the phone for 30 secs) and use that time to talk to the customers. Focus on the important medicines. While Flonase and Singulairs are on the list, they probably make up 15-20 percent most. Use the opportunity to talk to them about their medications, update their profile with what they are and not on. Maybe enroll them on readyfill if it is appropriate.

If I was the pharmacy supervisor and see that your store has a reach rate of 99 percent but conversion of 1 percent... I would write up the entire store for making bogus calls.

PS. There should be no EXTRA phone calls with pharmacy advisor. This should be based on your PCQ calls, while you are doing your basic PCQ calls. For example, you call on a script for Metformin... and notice that the patient should be on a statin for the heart.

 

[Aznfarmerboi]

At what point is enough enough. Is there anyone looking out for pharmacists while uncompensated work gets dumped on them continually??

Since when did technician calls become pharmacist calls?

On an unrelated note, I do not get why people here (especially pre pharms) are fustrated on things that they are suppose to be doing. If a pharmacist is not suppose to be remind a person or inquire why haveny they fill their digoxin script for over a month, or question their "gaps" in their coverage... then what are they suppose to be doing? Just count pills?

 

[Tenor CS]

If I was your pharmacist, I would tell you to focus more on the quality of the call than muting the phone for 30 seconds. In fact with PCQ, I do not see why you have to be on for 30 seconds.

Here's the guidelines I was given for PCQ from my PIC, as given to him by the pharmacy supervisor:

1. Every single name on the list must be called.
2. If you get a voicemail, you are not allowed to leave a message.
3. You must stay on the phone for 31+ seconds for the attempt to count.

 

[Tenor CS]

I dont get why people here (especially pre pharms) are fustrated on things they are suppose to be doing.

My frustration stems from the fact that the calls are a waste of time, and we get hassled about if we don't complete them. The vast majority of the calls end with me leaving a blank voice mail. Nobody benefits from that.

We're short staffed as it is, and the time I waste on calls where I leave blank voice mails could be better spent doing production or typing transfers or fixing things in the QE or QR.

I also hate being micromanaged to the point where we have a metric assigned to EVERY SINGLE THING we do. 20 seconds to answer the drive thru. 70% extra care card scan rate. 2:45 drive thru transaction time. It's just so frustrating. Not to mention, the goals they have, are IMO, unrealistic.

 

[Aznfarmerboi]

My frustration stems from the fact that the calls are a waste of time, and we get hassled about if we don't complete them. The vast majority of the calls end with me leaving a blank voice mail. Nobody benefits from that.

We're short staffed as it is, and the time I waste on calls where I leave blank voice mails could be better spent doing production or typing transfers or fixing things in the QE or QR.

I also hate being micromanaged to the point where we have a metric assigned to EVERY SINGLE THING we do. 20 seconds to answer the drive thru. 70% extra care card scan rate. 2:45 drive thru transaction time. It's just so frustrating. Not to mention, the goals they have, are IMO, unrealistic.

Maybe that is why you are fustrated. Your supervisors did not give you the right instructions- (I am guessing pharmacist in charge to be specific). If you are not on the phone for 30 seconds per phonecall, then you would have more time to do the things that you are suppose to do!!!

PS. My store met every one of those goals without any trouble. They are easily done if you do it the "right" way. For example, for Drive through, have a time stopper and try waiting 20 seconds without doing anything. You will see that it is a long amount of time. For your info, 20 seconds can mean somebody picking up the phone and saying we will be right there with you. I know that it only takes me a second to pick up the phone when I am verifying... On a rant, I cant understand how some stores just let the phone ring off the hook (drive thru drive thru) for a minute and 30 seconds average 😕

 

[diplomat]

It does not include MTM services, which should be billed separately. You gotta realize that these corporations are trying to get you to do more work when we should be fighting to do less work for more money.

My sentiments exactly. All this push for pharmacists to do more and to have more duties such as flu shots, bp testing, cholesterol screenings, diabetic screenings etc. All these new duties benefit everyone except the pharmacist. CVS is happy, Walgreens is happy, everyone is happy, except the pharmacist. There are entities protecting doctors, lawyers, nurses, etc. Who is looking after that pharmacist? Additional duties with no compensation = 👎thumbdown👎 Where does it end, when is enough enough? If CVS wants us to start checking men for hernias do we just sit back, shut our mouths, and say, "Yes, sir"?? During my last rotation, at one of the "Retail fast food giants," I was with one of my pharmacists doing a diabetic foot exam on a patient. Here I am with someones foot on my lap, looking at toe jam, and bent disgusting toe nails that stink. Why are we just doing anything they tell us to do?? What a bunch of pushover jokes we are. Have fun smelling nasty feet for free.

 

[Rxnupe]

Maybe that is why you are fustrated. Your supervisors did not give you the right instructions- (I am guessing pharmacist in charge to be specific). If you are not on the phone for 30 seconds per phonecall, then you would have more time to do the things that you are suppose to do!!!

PS. My store met every one of those goals without any trouble. They are easily done if you do it the "right" way. For example, for Drive through, have a time stopper and try waiting 20 seconds without doing anything. You will see that it is a long amount of time. For your info, 20 seconds can mean somebody picking up the phone and saying we will be right there with you. I know that it only takes me a second to pick up the phone when I am verifying... On a rant, I cant understand how some stores just let the phone ring off the hook (drive thru drive thru) for a minute and 30 seconds average 😕

I agree there are some stores in my district that have 2 mins execution scores on answering phones and that store isn't even high volume. As you mentioned all you have to do is just pick up the phone and greet them- not difficult at all.

 

[Sparda29]

I agree there are some stores in my district that have 2 mins execution scores on answering phones and that store isn't even high volume. As you mentioned all you have to do is just pick up the phone and greet them- not difficult at all.

I don't believe in answering phones while I'm helping out a customer who is there.

For example, my doctor's office is huge and probably has about 500 patients daily (usually 3-4 doctors working at a time). When I call them up, it sends me to the menu, and then after I choose which department I wanna talk to, it rings for a little bit, then I hear someone pick up the phone and put it immediately on hold. Usually don't get to talk to someone for about 3-10 minutes.

 

[Rxnupe]

I don't believe in answering phones while I'm helping out a customer who is there.

For example, my doctor's office is huge and probably has about 500 patients daily (usually 3-4 doctors working at a time). When I call them up, it sends me to the menu, and then after I choose which department I wanna talk to, it rings for a little bit, then I hear someone pick up the phone and put it immediately on hold. Usually don't get to talk to someone for about 3-10 minutes.

True I have called many doctors office and been put on hold. For example, my first tech doesn't arrive until 8am- I work by myself from 7 to 8- if in between that time the phone rings and I am ringing up my customer- I simply wait until the transaction is done. Sometimes the customer may be getting their credit card out or writing a check and I will just tell the customer excuse me I will be right back and then I answer the phone. However, there are just some people who will let the phone ring as if they are too good to answer the phone or as if they don't hear it.

 

[PharMed2016]

Maybe that is why you are fustrated. Your supervisors did not give you the right instructions- (I am guessing pharmacist in charge to be specific). If you are not on the phone for 30 seconds per phonecall, then you would have more time to do the things that you are suppose to do!!!

PS. My store met every one of those goals without any trouble. They are easily done if you do it the "right" way. For example, for Drive through, have a time stopper and try waiting 20 seconds without doing anything. You will see that it is a long amount of time. For your info, 20 seconds can mean somebody picking up the phone and saying we will be right there with you. I know that it only takes me a second to pick up the phone when I am verifying... On a rant, I cant understand how some stores just let the phone ring off the hook (drive thru drive thru) for a minute and 30 seconds average 😕

I was told by my pharmacist that picking up the phone doesn't count anymore. You actually have to physically open the window.

 

[Rxnupe]

I was told by my pharmacist that picking up the phone doesn't count anymore. You actually have to physically open the window.

It depends on how your store sensors are set up- remember not all CVS drive thrus are designed the same- mine doesn't have a window(which opens) so when we pick up the phone it turns off the sensor.

 

[pharmkj]

Is CVS the only company that makes you do these CSI, patient advisor and PCQ stuff.. I feel like its a torn on the side when i have to do CSI in the mornings by 10, and you have a line at drop off and you have scripts that need to be filled within an hour of opening the store.

 

[SpartanLaser]

My district manager is so lame. Because we don't get enough refills from pcq, he thinks we're auto declining. Now, not only do we have to make the calls 45 seconds or longer each, we're REQUIRED to write down the exact reason why a person declined their Flonase refill....duhhhh cuz they're not out of it yet?

 

[Old]

My district manager is so lame. Because we don't get enough refills from pcq, he thinks we're auto declining. Now, not only do we have to make the calls 45 seconds or longer each, we're REQUIRED to write down the exact reason why a person declined their Flonase refill....duhhhh cuz they're not out of it yet?

A persons life may depend on their refilling their Floanse. why don't you understand?? What about gummy bears? are you including the current monthly upsell in your talk. Gummy bears are always a favorite. Talk up the bright colors etc. don't mention how old they are. I think the phone only tracks 15 sec as per company requirements. DM probably missing script budget and bonus. What else would you be doing, actually consuling someone on some stupid interaction or wrong dosage? Your priorities are all screwed up. Money in the drawer- faster, faster, faster..........

 

[MountainPharmD]

Every pharmacy, chain or independent, would go bankrupt if they paid all their pharmacists $50-55/hr just to check scripts and do your definition of counseling.

Really? Since there is not a rash of bankruptcies what exactly are all the pharmacies paying there pharmacists to do?

 

[Sparda29]

A persons life may depend on their refilling their Floanse. why don't you understand?? What about gummy bears? are you including the current monthly upsell in your talk. Gummy bears are always a favorite. Talk up the bright colors etc. don't mention how old they are. I think the phone only tracks 15 sec as per company requirements. DM probably missing script budget and bonus. What else would you be doing, actually consuling someone on some stupid interaction or wrong dosage? Your priorities are all screwed up. Money in the drawer- faster, faster, faster..........

To be honest, gummy bears are the best product from CVS. I haven't had better gummy bears anywhere else.

 

[Rxnupe]

Really? Since there is not a rash of bankruptcies what exactly are all the pharmacies paying there pharmacists to do?

Mountain this is exactly what I was talking about- in your world you want to make a fat six figure salary and do nothing but verify- sorry them days are over- earn your paycheck Mountain.

 

[Sparda29]

Mountain this is exactly what I was talking about- in your world you want to make a fat six figure salary and do nothing but verify- sorry them days are over- earn your paycheck Mountain.

You think a pharmacist's pay is sufficient for the amount of work that is done? It should be at least $150K starting to do what CVS wants us to do.

 

[Tenor CS]

If you work for CVS, negotiate your salary for $0 base, but $25 per phone call, and $10 per drive thru car. You'll be a millionaire.

 

[MountainPharmD]

Mountain this is exactly what I was talking about- in your world you want to make a fat six figure salary and do nothing but verify- sorry them days are over- earn your paycheck Mountain.

What are you talking about fool? That is my point. That is all you do at CVS. You do a job a monkey could be trained to do. Faster, faster, faster.....push that button faster and get those scripts out the door.

 

[Rxnupe]

You think a pharmacist's pay is sufficient for the amount of work that is done? It should be at least $150K starting to do what CVS wants us to do.

ok let's break it down- CVS can't control what stores are going to be high volume or low volume- you have stores in my district that does as low as a thousand a week and some that do 4500 and one that does 5000 a week. On avg every pharmacist in my district makes at least 112k minimum a year which in my book in 2011 is a darn good salary by any standard. The average median FAMILY salary is like 45k a year. If you think that CVS or any Retail company should just pay a Pharmacist 112k just to verify you are the true monkey. On a professional level every pharmacist has to verify that final product that comes with the territory. There has not been a CVS in this county that has cut a Pharmacist salary- so each year during your review you have been given a modest raise. Ok Pharmacist has to do the 7 day calls- at my store that averages 4500 a week the most I seen on the 7 day calls were 2 pages- but it's mainly 1 or 1 and 1/2 and takes 30 minutes to complete- wow 30 freaking minutes a day on a 112k a year salary. the other mandatory thing a Pharmacist does is the CSI which is very simple. Techs are doing the PCI calls and Pharmacy advisor at most will be 3 callas a week if that- I haven't even had one pop up yet. So you guys are complaining about making on avg 30 minute calls to patients a day?
Now you guys would have something to gripe about if CVS were introducing "extra" work and was cutting your salary- which they are not. I have got a very good raise 8 years in a row from CVS and this is despite the financial breakdown. If you guys don't like ti leave retail! Retail just isn't for everyone sorry that's just the way it is- just lie there are some MD's who don't want to work in the ER or some MD's who don't want to go into Private practice - this business is not for everyone- but it amazes me how you can criticize CVS and instead of quitting and working in a more happy environment you continue to stay and collect that check-lol I love the hypocrisy!

 

[fuCl]

Where is the perspective?

CVS/CAREMARK

PCI, CSI, Rx Advisor, these are programs to incentivize Caremark PBM business. But don't look at it so plainly. Besides, if you were Larry Merlo, wouldn't you find ways to leverage each side of your business to help the other?

If you owned your own store, wouldn't you invest your own money for software that would generate a list of certain non-adherent customers? If you wouldn't... why not? Patient adherence is a big issue, and beyond script counts, costs society big bucks every year.

Invalid phone numbers.... It is law that we maintain up to date contact information. Law.

If you owned your own store, wouldn't you love to utilize payer data to find out exactly how much certain patients on high cost brands would save by switching to equally efficacious generics? If you wouldn't... why not? Even better, a software that facilitates documentation and faxing to prescribers. If I had my own store such a thing would be invaluable.

If you make a phone call like a telemarketer, then you are one. If you don't respect yourself who will respect you? 31 second blank messages? Where does any of that fit into customer service? If you, as a pre-pharm tech or as an intern, function like nothing more than a telemarketer, than the customer response will be exactly what you have received.

I will agree that the execution of these programs, the district and regional management of these programs, has been irregular, unrealistic and poor. Perhaps the overall value has not been adequately expressed, but it has been three years since PCI was rolled out.

 

[MountainPharmD]

Where is the perspective?

CVS/CAREMARKIf you owned your own store, wouldn't you love to utilize payer data to find out exactly how much certain patients on high cost brands would save by switching to equally efficacious generics? If you wouldn't... why not? Even better, a software that facilitates documentation and faxing to prescribers. If I had my own store such a thing would be invaluable..

Only one problem....IT IS ILLEGAL! So no I would not be willing to do something illegal just to make more money. CVS seems to have no problem engaging in illegal and unethical behaviors to make money.

The CVS/Caremark merger should never have happened. It is a conflict of interest and is a violation of anti-trust laws. It creates an unfair competative advatage and is dangerously close to creating an illegal monopoly. Which is one of the many reasons they are being sued right now.

 

[fuCl]

Only one problem....IT IS ILLEGAL! So no I would not be willing to do something illegal just to make more money. CVS seems to have no problem engaging in illegal and unethical behaviors to make money.

The CVS/Caremark merger should never have happened. It is a conflict of interest and is a violation of anti-trust laws. It creates an unfair competative advatage and is dangerously close to creating an illegal monopoly. Which is one of the many reasons they are being sued right now.

Lets assume you are right from a competition point of view. So the feds will no doubt put together a commission that will put a report together, gathering information from all sorts of health care gurus, industry leaders etc.

In this day of entitlement programs bleeding billions a year in waste, over-utilization and inefficiency, CVS/Caremark will come in and say "We utilized our information and executed these programs and saved *Millions/Billions* for payers and patients alike while also posting billions in profits and employing 200,000 Americans. Our model is unique to us and unseen in the industry and as such nobody else can provide these savings."

At first when people play the monopoly card with CVS I thought I understood, but when I thought about it, I lost faith in it. Caremark maintenance choice is no different than Medco/ExpressScripts mandatory mailorder except the Caremark customer may utilize local CVS/pharmacies. The PCI program is not for Caremark customers only and in many cases most of your calls are for non-Caremark customers. The CSI does not abuse the use of Caremark or CVS PHI, simply applying plan formulary data to CVS/pharmacy PHI. Rx advisor is a program that plan clients elect for their members, and CVS/pharmacy staff execute on behalf of that commitment.

It will be difficult to prosecute a company for anti-trust when their unique utilization of data leads to appropriately treated diabetics, increased adherence for non-plan and plan members alike and increased generic utilization.