Script Training Activity

Scheduling CallS

Practice the basics for scheduling calls!

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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

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Scheduling Calls

Which of the following is the best introduction when calling a patient to schedule their medication?

Scheduling Calls

Answer the following:

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.

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Scheduling Calls

After your introduction, what is the next best way to continue the call?

Answer the following:

Scheduling Calls

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?

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?

If a patient has Medicare-Part B; what question should you ask?

Answer the following:

Scheduling Calls

If a non-Medicare Part B patient is in the hospital, but still wants their medication delivered- what options do we have?

Answer the following:

Scheduling Calls

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.

Using the information to the left, how would you discuss any possible payment from patient?

Answer the following:

Scheduling Calls

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.

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Using the information to the left, if the patient only needs their medication, what is their out of pocket cost?

Answer the following:

Scheduling Calls

$85

$0

$25

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Using the information to the left, what important question you would need to ask when scheduling this patient's delivery?

Answer the following:

Scheduling Calls

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?

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Using the information to the left; what is the best introduction?

Answer the following:

Scheduling Calls

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?

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Select the correct grouping of requirements for auto-ship.

Answer the following

Scheduling Calls

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

How can you best describe the auto-ship program?

Answer the following

Scheduling Calls

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.

If a patient wants to schedule a delivery, but they only have a check. What is the best way to handle it?

Answer the following

Scheduling Calls

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.

How should you handle a scheduling call where you find out the patient is deceased?

Answer the following

Scheduling Calls

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

What is the best reply for when a patient states they are currently in the hospital?

Answer the following

Scheduling Calls

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.

Answer the following

Scheduling Calls

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!

Is a patient is on RESCUE meds only- what is the best voicemail to leave?

Answer the following

Scheduling Calls

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.

What is the difference between the MAINTENANCE medication and RESCUE medication only voicemail script?

Answer the following

Scheduling Calls

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

Per HIPAA regulations, we do not do the following when leaving a voicemail for a patient....

Answer the following

Scheduling Calls

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.

When ending a scheduling call, what is the best closing to use:

Restart

• 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.

Scheduling Call Reminders