New Patient Campaign
REFRESHER
New Patient Campaign Refresher
Importance of New Patient Calls
White Glove Service
The Why Behind our Words
Approaching Higher Copays
General Do's and Don'ts
Importance of New Patient Calls
Smoother Efficiency
Sets the Tone
1st Impression
White Glove Service
What is White Glove Service?
White Glove Service means providing exceptional, personalized, and proactive care that goes beyond basic service expectations.It’s about treating every patient interaction — especially over the phone — with the same attention, precision, and compassion as if you were caring for a close family member.
How do we give White Glove Service?
Instead of this: We will call you when it's time to send the next medication delivery. Say this: Mr. Smith we will call you every month to check in on you and see how you're doing, and make sure we get the next month of medication out to you.
Communicate clearly and warmly; patients should feel both informed and cared for
Be personal- use names, reference prior interactions or notes, adjust tones appropriately
Instead of this: Hi, I am calling from DirectRx. We have the script from Dr. Johnson for your breathing medication. I am calling to see if you're interested in scheduling this. Say this: Good Afternoon Mr. Alan. We spoke with you yesterday about the nebulized therapy prescribed by Dr. Johnson. We would like to go over the medication and set up delivery with you. Is now a good time to talk?
Anticipate needs- if they haven't had a welcome call, explain what to expect with DirectRx
Instead of this: We are a mail order pharmacy, we ship it to you. Say this: We are DirectRx. We are a specialty pharmacy that ships directly to you. We are the only pharmacy in the nation that focuses on lung care.
Instead of this: I can't figure that out for you, so you will need to talk to your doctor. Say this: That is an important conversation to have with your doctor but I would also encourage you to speak with one of our pharmacists first for more information. Do you mind if I place you on a brief hold so I can check....
Use positive language: "I can't do that" vs. "Here's what we can do"
The "Why" Behind our Words
New Patient Campaign Call Script
Intro/Agenda Statement- Builds immediate credibility and trust
Hi, this is (Your Name) calling from your recommended pharmacy, DirectRx. Is this (Mr./Ms. Patient’s Last Name)? Hello (patient's name), I am calling because (Doctor’s Name) sent us breathing medication prescription(s) for you and I want to go over your new medication(s), make sure you have everything you need, and talk about how we will continue to support you as your pharmacy.
Manages Expectations/Shows Respect for Time/Gains Buy-In
This shouldn’t take long, but I will make sure I answer all your questions. How does that sound?
Reinforces legitimacy/ specializaion and partnership with their care team
We work closely with (Doctor’s Name) and they sent your prescription to us because we are the only national pharmacy that specializes in lung care. We work with thousands of patients like you and are dedicated to helping you get better!
New Patient Welcome Call Script(s)
New Patient- Received Welcome Call
New Patient- No Welcome Call
- Patients who did not receive a welcome call (no attempt was made OR LVM) should receive full welcome call script call.
- They do not know about DirectRx, we need to give them full information before scheduling medication.
- Patients who we have successfuly spoke with and completed a welcome call
- They should know a bit more about DirectRx, so we can use a modified welcome script call.
- If they show signs of confusion, take the time to talk about who we are again.
Practice
New Patient Campaign Call Example
Hi, is this Mr. Smith? This is (name) calling from DirectRx pharmacy. How is it going today? I am just calling, we work with your Doctor (Name) and you've been prescribed breathing medication for your nebulizer. Do you have a nebulizer? There is a copay with your medication of $250; would you like to schedule it now? Okay, we work with some funding programs that can help pay for your medication. Would you be interested in doing a funding questionaire?
Approaching Higher Copays
Be prepared to address high copays: acknowledge & align
Tip 4
Mindset: Providers typically know which medications are more costly and have warned patients prior to our call
Tip 1
Remain neutral
Tip 2
Note everything: If it's not noted, it didn't happen and patients may be put back into dialer.
Tip 5
Utilize New Patient Copay Hesitancy Checklist
Tip 6
If patient cannot afford, they will let you know
Tip 3
Patients with Copays
We work directly with your insurance to ensure your out-of-pocket costs are kept to a minimum. Your insurance covers about 80% of the costs of this/these medication(s), your copay(s) are/is $(Copay). We need to collect a method of payment before we ship your medication(s). We accept debit or credit cards. What card works best for you?
[Collect CC #, exp date, and security code/Repeat CC number back to patient to confirm]
Follow the Script!
Do's and Don't
DO:
Check if a welcome call was completed and take the time to explain DirectRx thoroughly when patient is unaware
DON'T:
Assume the patient knows about DirectRx
Do's and Don't
DO:
Refer to DirectRx as a specialty pharmacy that ships directly to you
DON'T:
Refer to DirectRx as a mail order or online pharmacy
Do's and Don't
You know a esentation is WOW when you keep your audience's attention, and everyone absorbs the informationyou've shared.
DON'T:
Use jargon to refer to internal processes (test claims, Lists) or departments (copay department, RCM team)
DO:
Reassure we will look into any concern or matter and reiterate what the patient's next steps are
Do's and Don't
DO:
Give patient the chance to talk about cost concerns so you know how to best approach it
DON'T:
Interupt with options as soon as patient starts talking about copay concerns
Do's and Don't
DON'T:
Assume that because a patient express dislike or frustration about the cost of a medication, that they cannot afford it
DO:
Give the patient a moment to respond and listen carefully to whether the patient is expressing that they don't like the cost of the medication versus they cannot afford it
Do's and Don't
DO:
Set the pace of the conversation and reply clearly and steadily
DON'T:
Rush through challenging conversations because they feel uncomfortable
Strong Initial Call
Reduced problems in the future means fewer calls from confused patients or upset patients The time invested upfront saved much more time later.
1st Impression=Foundation of Trust
This is the first live interaction the patient has with DirectRx. A calm, confident, and caring call helps the patient feel they are in good hands. Seniors especially rely on this first contact to gauge whether we’re a trusted partner or “just another pharmacy.”
Sets the tone for Adherence
Early education and reassurance increase the likelihood that the patient starts and stays on therapy. Explaining dosing, refill process, and what to expect with insurance helps eliminate barriers before they cause a missed dose.
New Patient Campaign
Training Team
Created on October 27, 2025
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Transcript
New Patient Campaign
REFRESHER
New Patient Campaign Refresher
Importance of New Patient Calls
White Glove Service
The Why Behind our Words
Approaching Higher Copays
General Do's and Don'ts
Importance of New Patient Calls
Smoother Efficiency
Sets the Tone
1st Impression
White Glove Service
What is White Glove Service?
White Glove Service means providing exceptional, personalized, and proactive care that goes beyond basic service expectations.It’s about treating every patient interaction — especially over the phone — with the same attention, precision, and compassion as if you were caring for a close family member.
How do we give White Glove Service?
Instead of this: We will call you when it's time to send the next medication delivery. Say this: Mr. Smith we will call you every month to check in on you and see how you're doing, and make sure we get the next month of medication out to you.
Communicate clearly and warmly; patients should feel both informed and cared for
Be personal- use names, reference prior interactions or notes, adjust tones appropriately
Instead of this: Hi, I am calling from DirectRx. We have the script from Dr. Johnson for your breathing medication. I am calling to see if you're interested in scheduling this. Say this: Good Afternoon Mr. Alan. We spoke with you yesterday about the nebulized therapy prescribed by Dr. Johnson. We would like to go over the medication and set up delivery with you. Is now a good time to talk?
Anticipate needs- if they haven't had a welcome call, explain what to expect with DirectRx
Instead of this: We are a mail order pharmacy, we ship it to you. Say this: We are DirectRx. We are a specialty pharmacy that ships directly to you. We are the only pharmacy in the nation that focuses on lung care.
Instead of this: I can't figure that out for you, so you will need to talk to your doctor. Say this: That is an important conversation to have with your doctor but I would also encourage you to speak with one of our pharmacists first for more information. Do you mind if I place you on a brief hold so I can check....
Use positive language: "I can't do that" vs. "Here's what we can do"
The "Why" Behind our Words
New Patient Campaign Call Script
Intro/Agenda Statement- Builds immediate credibility and trust
Hi, this is (Your Name) calling from your recommended pharmacy, DirectRx. Is this (Mr./Ms. Patient’s Last Name)? Hello (patient's name), I am calling because (Doctor’s Name) sent us breathing medication prescription(s) for you and I want to go over your new medication(s), make sure you have everything you need, and talk about how we will continue to support you as your pharmacy.
Manages Expectations/Shows Respect for Time/Gains Buy-In
This shouldn’t take long, but I will make sure I answer all your questions. How does that sound?
Reinforces legitimacy/ specializaion and partnership with their care team
We work closely with (Doctor’s Name) and they sent your prescription to us because we are the only national pharmacy that specializes in lung care. We work with thousands of patients like you and are dedicated to helping you get better!
New Patient Welcome Call Script(s)
New Patient- Received Welcome Call
New Patient- No Welcome Call
Practice
New Patient Campaign Call Example
Hi, is this Mr. Smith? This is (name) calling from DirectRx pharmacy. How is it going today? I am just calling, we work with your Doctor (Name) and you've been prescribed breathing medication for your nebulizer. Do you have a nebulizer? There is a copay with your medication of $250; would you like to schedule it now? Okay, we work with some funding programs that can help pay for your medication. Would you be interested in doing a funding questionaire?
Approaching Higher Copays
Be prepared to address high copays: acknowledge & align
Tip 4
Mindset: Providers typically know which medications are more costly and have warned patients prior to our call
Tip 1
Remain neutral
Tip 2
Note everything: If it's not noted, it didn't happen and patients may be put back into dialer.
Tip 5
Utilize New Patient Copay Hesitancy Checklist
Tip 6
If patient cannot afford, they will let you know
Tip 3
Patients with Copays
We work directly with your insurance to ensure your out-of-pocket costs are kept to a minimum. Your insurance covers about 80% of the costs of this/these medication(s), your copay(s) are/is $(Copay). We need to collect a method of payment before we ship your medication(s). We accept debit or credit cards. What card works best for you? [Collect CC #, exp date, and security code/Repeat CC number back to patient to confirm]
Follow the Script!
Do's and Don't
DO:
Check if a welcome call was completed and take the time to explain DirectRx thoroughly when patient is unaware
DON'T:
Assume the patient knows about DirectRx
Do's and Don't
DO:
Refer to DirectRx as a specialty pharmacy that ships directly to you
DON'T:
Refer to DirectRx as a mail order or online pharmacy
Do's and Don't
You know a esentation is WOW when you keep your audience's attention, and everyone absorbs the informationyou've shared.
DON'T:
Use jargon to refer to internal processes (test claims, Lists) or departments (copay department, RCM team)
DO:
Reassure we will look into any concern or matter and reiterate what the patient's next steps are
Do's and Don't
DO:
Give patient the chance to talk about cost concerns so you know how to best approach it
DON'T:
Interupt with options as soon as patient starts talking about copay concerns
Do's and Don't
DON'T:
Assume that because a patient express dislike or frustration about the cost of a medication, that they cannot afford it
DO:
Give the patient a moment to respond and listen carefully to whether the patient is expressing that they don't like the cost of the medication versus they cannot afford it
Do's and Don't
DO:
Set the pace of the conversation and reply clearly and steadily
DON'T:
Rush through challenging conversations because they feel uncomfortable
Strong Initial Call
Reduced problems in the future means fewer calls from confused patients or upset patients The time invested upfront saved much more time later.
1st Impression=Foundation of Trust
This is the first live interaction the patient has with DirectRx. A calm, confident, and caring call helps the patient feel they are in good hands. Seniors especially rely on this first contact to gauge whether we’re a trusted partner or “just another pharmacy.”
Sets the tone for Adherence
Early education and reassurance increase the likelihood that the patient starts and stays on therapy. Explaining dosing, refill process, and what to expect with insurance helps eliminate barriers before they cause a missed dose.