Scheduling CallS
Practice the basics for scheduling calls!
start
Scheduling Calls
PRactice what you've learned!
Use all of your tools and knowledge to answer the following questions in this learning module. Helpful tools:
- Scheduling Call Script
- Your Notes
next
Scheduling Calls
Answer the following:
Which of the following is the best introduction when calling a patient to schedule their medication?
Hi, how are you? I am calling from your pharmacy DirectRx and it is time to schedule your medication delivery. Can we send to 61594 Franks Lane?
Hi! This is _____ calling from your pharmacy, DirectRx. How are you?
Hello, may I speak with ____? ..... Thank you, Mr/Mrs ______. I am calling from your pharmacy DirectRx to schedule your medication delivery.
Scheduling Calls
Try Again!
Click here to try again
Scheduling Calls
Answer the following:
After your introduction, what is the next best way to continue the call?
It should be time to schedule your medication delivery. I can send it to your address at 6158 Samantha Dr; will this work for you?
I'm calling because it's time to schedule your medications prescribed by your doctor. Can we ship it to 51648 Lois Ln?
I'm calling because it's time to schedule your breathing medication for Budesonide prescribed by Dr. Myers and wanted to confirm that 15495 Hope Dr is the correct address?
Scheduling Calls
Answer the following:
If a patient has Medicare-Part B; what question should you ask?
Are you currently in the hospital, rehab facility, or hospice?
Are you currently in the hospital or receiving this medication elsewhere?
Are you currently receiving this medication elsewhere? If so, when did you last get it and from where?
Scheduling Calls
Answer the following:
If a non-Medicare Part B patient is in the hospital, but still wants their medication delivered- what options do we have?
Medication can be sent out today!
Medication cannot be sent out until they are discharged from hospital.
Medication can be sent out as long as their doctor okays it.
Scheduling Calls
Answer the following:
Using the information to the left, how would you discuss any possible payment from patient?
The patient does not have a credit/debit card on file; we will need to collect payment information before we ship the Ohtuvayre.
The patient's cost is $0 because they met the Plan F deductible that covers the remaining 20% coinsurance.
Patient needs to pay 20% coinsurance from Medicare-Part B. The patient must cover the $2,800 high deductible plan before it will cover their 20% coinsurance.
Click on the image to expand it!
Scheduling Calls
Answer the following:
Using the information to the left, if the patient only needs their medication, what is their out of pocket cost?
$85
$0
$25
Click on the image to expand it!
Scheduling Calls
Answer the following:
Using the information to the left, what important question you would need to ask when scheduling this patient's delivery?
There is no copay for you on these medications, so you do not have any out of pocket costs for the formoterol, budesonide or Albuterol-Ipratropium.
Has your provider made any recent changes to your regime or have you been experiencing any side effects?
Are you currently in the hospital or receiving this medication elsewhere?
Click on the image to expand it!
Scheduling Calls
Answer the following:
Using the information to the left; what is the best introduction?
Hi Ms. Brar, this is ____ calling from your pharmacy DirectRx. How are you?
Hi Ms. Becky, this is ____ calling from your pharmacy DirectRx. How are you?
Hi Ms. Becky. This is ____ calling from your mother's pharmacy, DirectRx. How are you?
Click on the image to expand it!
Scheduling Calls
Answer the following
Select the correct grouping of requirements for auto-ship.
Medicare Part B, cell phone #, credit/debit card on file if the patient has a copay
Non-Medicare Part B, cell phone #, credit/debit card on file if the patient has a copay, nebulized medication only
Non-Medicare Part B, cell phone #, credit/debit card on file if the patient has a copay, refill #2 or greater
Scheduling Calls
Answer the following
How can you best describe the auto-ship program?
The Auto-Ship Program automatically dispenses medication to eligible patients and eliminates scheduling phone calls. Enrolled patients will receive a text reminder prior to dispensing their medication and a second text with their tracking information. Eligible patients must consent to opt-in to the program and can opt-out at any time.
The Auto-Ship Program automatically dispenses medication to eligible patients and eliminates scheduling phone calls. Enrolled patients will receive two text reminders prior to dispensing their medication and a third text with their tracking information. Eligible patients must consent to opt-in to the program and can opt-out at any time.
The Auto-Ship Program automatically dispenses medication to eligible patients and eliminates scheduling phone calls. Enrolled patients will receive a text with their tracking information once the package ships out. Eligible patients must consent to opt-in to the program and can opt-out at any time.
Scheduling Calls
Answer the following
If a patient wants to schedule a delivery, but they only have a check. What is the best way to handle it?
Explain we can accept checks, but it may take longer to ship medication out since it will take time for the check to arrive to us and clear with the bank.
Explain we can accept checks and to send it to our main address.
We do not accept checks. Credit/Debit card only.
Scheduling Calls
Answer the following
How should you handle a scheduling call where you find out the patient is deceased?
Offer condolences, ask that person on the phone to send the patient's death certificate for verification
Offer condolences, explain we will verify info with their doctor and call if we need anything else
Offer condolences, thank the person for letting us know and advise we will handle everything on our end so they do not receive further scheduling calls
Scheduling Calls
Answer the following
What is the best reply for when a patient states they are currently in the hospital?
I am sorry to hear that, how are you doing? Do you have any idea when you might be released?
I am sorry to hear, why are you currently in the hospital?
I understand, we will definitely call you back when you get home. If you get home before we call back, please call us. Hope you feel better soon.
Scheduling Calls
Answer the following
Is a patient is on RESCUE meds only- what is the best voicemail to leave?
Hi, this is (Your Name) calling from your pharmacy, DirectRx. We work with your provider (Doctor’s Name). We are calling because it is time to schedule your medication delivery. Our number is 855(pause)362(pause)3397. We look forward to your call!
Hi, this is (Your Name) calling from your pharmacy, DirectRx. We work with your provider (Doctor’s Name). I’m calling to schedule your next medication delivery. Please call us back at 855-362-3397 if you are running low on your medications otherwise, we will check in with you in a couple of months. Thank you and have a great day.
Hi, this is (Your Name) calling from DirectRx. We work with your provider (Doctor’s Name). We are calling because it is time to schedule your medication delivery. We look forward to your call!
Scheduling Calls
Answer the following
What is the difference between the MAINTENANCE medication and RESCUE medication only voicemail script?
Voicemails do not need to be left for orders with only rescue medications.
Maintenance medication script tells patients they should call back if they need a refill.
Rescue medication script tells patients they should call back if needed.
Scheduling Calls
Answer the following
Per HIPAA regulations, we do not do the following when leaving a voicemail for a patient....
Identify medications by name when leaving a voicemail
Identify the patient's provider name when leaving a voicemail
Identify the patient's name when leaving a voicemail
Scheduling Calls
Answer the following
When ending a scheduling call, what is the best closing to use:
We’ve scheduled your order so you can expect to receive it in 2-3 days. We’ll reach back out to you in 2 weeks to check in and see how you are doing. Please reach out to us with any questions in the meantime.
We’ve scheduled your order so you can expect to receive it in about 5-7 days. We’ll reach back out to you in 3 weeks to check in and see how you are doing. Please reach out to us with any questions in the meantime.
We’ve scheduled your order so you can expect to receive it in 3-5 days. We’ll reach back out to you in 3 weeks to check in and see how you are doing. Please reach out to us with any questions in the meantime.
Scheduling Call Reminders
- Make sure to follow the script, but be flexible when needed.
- Keep a copy of the script in front of you when completing scheduling calls. You may start to memorize the script as you get more comfortable with all aspects of scheduling calls, but continue to reference the script.
- Personalize the script to suit your style, but always include all the information required.
- You may not know every answer. It is ok to "double check" and let patients know you need to look into their profile before answering.
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Script Training Activity
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Created on September 6, 2024
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Transcript
Scheduling CallS
Practice the basics for scheduling calls!
start
Scheduling Calls
PRactice what you've learned!
Use all of your tools and knowledge to answer the following questions in this learning module. Helpful tools:
next
Scheduling Calls
Answer the following:
Which of the following is the best introduction when calling a patient to schedule their medication?
Hi, how are you? I am calling from your pharmacy DirectRx and it is time to schedule your medication delivery. Can we send to 61594 Franks Lane?
Hi! This is _____ calling from your pharmacy, DirectRx. How are you?
Hello, may I speak with ____? ..... Thank you, Mr/Mrs ______. I am calling from your pharmacy DirectRx to schedule your medication delivery.
Scheduling Calls
Try Again!
Click here to try again
Scheduling Calls
Answer the following:
After your introduction, what is the next best way to continue the call?
It should be time to schedule your medication delivery. I can send it to your address at 6158 Samantha Dr; will this work for you?
I'm calling because it's time to schedule your medications prescribed by your doctor. Can we ship it to 51648 Lois Ln?
I'm calling because it's time to schedule your breathing medication for Budesonide prescribed by Dr. Myers and wanted to confirm that 15495 Hope Dr is the correct address?
Scheduling Calls
Answer the following:
If a patient has Medicare-Part B; what question should you ask?
Are you currently in the hospital, rehab facility, or hospice?
Are you currently in the hospital or receiving this medication elsewhere?
Are you currently receiving this medication elsewhere? If so, when did you last get it and from where?
Scheduling Calls
Answer the following:
If a non-Medicare Part B patient is in the hospital, but still wants their medication delivered- what options do we have?
Medication can be sent out today!
Medication cannot be sent out until they are discharged from hospital.
Medication can be sent out as long as their doctor okays it.
Scheduling Calls
Answer the following:
Using the information to the left, how would you discuss any possible payment from patient?
The patient does not have a credit/debit card on file; we will need to collect payment information before we ship the Ohtuvayre.
The patient's cost is $0 because they met the Plan F deductible that covers the remaining 20% coinsurance.
Patient needs to pay 20% coinsurance from Medicare-Part B. The patient must cover the $2,800 high deductible plan before it will cover their 20% coinsurance.
Click on the image to expand it!
Scheduling Calls
Answer the following:
Using the information to the left, if the patient only needs their medication, what is their out of pocket cost?
$85
$0
$25
Click on the image to expand it!
Scheduling Calls
Answer the following:
Using the information to the left, what important question you would need to ask when scheduling this patient's delivery?
There is no copay for you on these medications, so you do not have any out of pocket costs for the formoterol, budesonide or Albuterol-Ipratropium.
Has your provider made any recent changes to your regime or have you been experiencing any side effects?
Are you currently in the hospital or receiving this medication elsewhere?
Click on the image to expand it!
Scheduling Calls
Answer the following:
Using the information to the left; what is the best introduction?
Hi Ms. Brar, this is ____ calling from your pharmacy DirectRx. How are you?
Hi Ms. Becky, this is ____ calling from your pharmacy DirectRx. How are you?
Hi Ms. Becky. This is ____ calling from your mother's pharmacy, DirectRx. How are you?
Click on the image to expand it!
Scheduling Calls
Answer the following
Select the correct grouping of requirements for auto-ship.
Medicare Part B, cell phone #, credit/debit card on file if the patient has a copay
Non-Medicare Part B, cell phone #, credit/debit card on file if the patient has a copay, nebulized medication only
Non-Medicare Part B, cell phone #, credit/debit card on file if the patient has a copay, refill #2 or greater
Scheduling Calls
Answer the following
How can you best describe the auto-ship program?
The Auto-Ship Program automatically dispenses medication to eligible patients and eliminates scheduling phone calls. Enrolled patients will receive a text reminder prior to dispensing their medication and a second text with their tracking information. Eligible patients must consent to opt-in to the program and can opt-out at any time.
The Auto-Ship Program automatically dispenses medication to eligible patients and eliminates scheduling phone calls. Enrolled patients will receive two text reminders prior to dispensing their medication and a third text with their tracking information. Eligible patients must consent to opt-in to the program and can opt-out at any time.
The Auto-Ship Program automatically dispenses medication to eligible patients and eliminates scheduling phone calls. Enrolled patients will receive a text with their tracking information once the package ships out. Eligible patients must consent to opt-in to the program and can opt-out at any time.
Scheduling Calls
Answer the following
If a patient wants to schedule a delivery, but they only have a check. What is the best way to handle it?
Explain we can accept checks, but it may take longer to ship medication out since it will take time for the check to arrive to us and clear with the bank.
Explain we can accept checks and to send it to our main address.
We do not accept checks. Credit/Debit card only.
Scheduling Calls
Answer the following
How should you handle a scheduling call where you find out the patient is deceased?
Offer condolences, ask that person on the phone to send the patient's death certificate for verification
Offer condolences, explain we will verify info with their doctor and call if we need anything else
Offer condolences, thank the person for letting us know and advise we will handle everything on our end so they do not receive further scheduling calls
Scheduling Calls
Answer the following
What is the best reply for when a patient states they are currently in the hospital?
I am sorry to hear that, how are you doing? Do you have any idea when you might be released?
I am sorry to hear, why are you currently in the hospital?
I understand, we will definitely call you back when you get home. If you get home before we call back, please call us. Hope you feel better soon.
Scheduling Calls
Answer the following
Is a patient is on RESCUE meds only- what is the best voicemail to leave?
Hi, this is (Your Name) calling from your pharmacy, DirectRx. We work with your provider (Doctor’s Name). We are calling because it is time to schedule your medication delivery. Our number is 855(pause)362(pause)3397. We look forward to your call!
Hi, this is (Your Name) calling from your pharmacy, DirectRx. We work with your provider (Doctor’s Name). I’m calling to schedule your next medication delivery. Please call us back at 855-362-3397 if you are running low on your medications otherwise, we will check in with you in a couple of months. Thank you and have a great day.
Hi, this is (Your Name) calling from DirectRx. We work with your provider (Doctor’s Name). We are calling because it is time to schedule your medication delivery. We look forward to your call!
Scheduling Calls
Answer the following
What is the difference between the MAINTENANCE medication and RESCUE medication only voicemail script?
Voicemails do not need to be left for orders with only rescue medications.
Maintenance medication script tells patients they should call back if they need a refill.
Rescue medication script tells patients they should call back if needed.
Scheduling Calls
Answer the following
Per HIPAA regulations, we do not do the following when leaving a voicemail for a patient....
Identify medications by name when leaving a voicemail
Identify the patient's provider name when leaving a voicemail
Identify the patient's name when leaving a voicemail
Scheduling Calls
Answer the following
When ending a scheduling call, what is the best closing to use:
We’ve scheduled your order so you can expect to receive it in 2-3 days. We’ll reach back out to you in 2 weeks to check in and see how you are doing. Please reach out to us with any questions in the meantime.
We’ve scheduled your order so you can expect to receive it in about 5-7 days. We’ll reach back out to you in 3 weeks to check in and see how you are doing. Please reach out to us with any questions in the meantime.
We’ve scheduled your order so you can expect to receive it in 3-5 days. We’ll reach back out to you in 3 weeks to check in and see how you are doing. Please reach out to us with any questions in the meantime.
Scheduling Call Reminders
Restart