Call Flow

#7

#6

#5

#4

#3

#2

#1

{Closing/End the call}

"Thank you for your call and for being a valued customer of _____. Again my name is _____ and I hope you have a great rest of your day.""

{Pitch survey!}

{Confirm that you took care of issue and that there are no more questions; finish notes in CSR Log}

{Take care of issue (refill, cc update, Rx hold, Rx inqury, etc.), making notesw while ON the call!}

{Inquire as to why the patient is calling in}

{Greeting (varies by program)}

"For HIPAA purposes may I please have your date of birth? Thank you. May I have your (complete) address? Thank you. Lastly may I have your phone number?"

"Before we end our call, do you have a couple moments to answer a 2-question survey about my assistance?

This is a call flow that you can follow for your calls, along with the "general" tasks most calls will entail!

Call Flow

Discuss with the patient what you're doing, if being put on hold is necessary, ask if okay and check back every 2 mins

"I'm glad I was able to help you with ____ today. Is there anything else I can help with?

"What brings you to Eagle Pharmacy today?"

"Thank you for calling ____. This is _____. Who do I have the pleasure of speaking with?"

{Verify 3 identifiers for HIPAA (DOB, address, phone #)}

FINISH

START

ALWAYS go over these markers when discussing Rx on file:-Name of medication, strength, dosage-Number of refills remaining (after current refill if that is reason for call)-Rx expiration date (if refills remaining) -Rx instructions -Fill quantity -Prescribing physician -Verify CC being charged -Verify shipping address -Cost of Rx

General Call Flow Reminders

Remember these take aways during your calls with patients!

Complete notes using provided templates DURING the call and POST in the CSR Log, send necessary email correspondence DURING the call (place pt on hold) as well!

-ALWAYS "mask" the call when pt is sharing CC values. Let them know you are NOT on a recorded line during this time.-Remember to "unmask" once finished and all other communication occurs on the RECORDED line.

PITCH THE SURVEY AT THE END OF EVERY CALL!!!!

ALWAYS request 3 forms of HIPAA verification AFTER securing patient's name. DOB, address, phone # are the most common!

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Share your idea with an image

Provide context to your topic with a subtitle

Visual content is a universal, cross-cutting language, like music. We are able to understand images from millions of years ago, even from other cultures.

• They help break the monotony
• They illustrate what you want to convey
• They allow you to synthesize content
• They are an aesthetic resource
• They tell stories on their own
• They keep the brain awake.

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With Genially templates, you can include visual resources to leave your audience amazed. You can also highlight specific phrases or data that will be etched into the memory of your audience, and even embed external content that surprises: videos, photos, audios... Whatever you want!

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