PHARMTECH CALL GUIDE

DR PHONE LINE CALL FLOW AND CALL GUIDE :

Opening : Thank You for calling our pharmacy. My name is (NAME). Pharmacy Technician. How can i help you?

• Mandatory to pull up the account (get order number or any info to pull up the account)
• Get the name and title of the person you are talking to. (Some of them are saying it onset of the call, so make sure that you take note of it)
• Take the confirmation and get the Drs NPI or License number
• Verify Drs Fax Number

Closing : Is there anything else I can help you with today? Thank you for calling (STOREFRONT). Have a great day.

Reminders :

• Please refrain from having the caller repeat themselves multiple times. (Practice active listening)
• Try as much to avoid fillers (Uhm, ahh etc) and Dead Air, If you need more time to research on something you can place the caller on hold.
• You can verify the name of the caller at the end of the call just to be sure. ( eg. "For documentation, This is (Lisa RN) from Dr. Johnson's office, Right?.")
• Also please give out a straight to the point explanation to the Drs office regarding the issue on the RX.
• Document the call with accuracy.

LEAVING A VOICEMAIL :

Hi this is (NAME) Pharmacy technician from Canada Pharmacy. This call is regarding patient (Name of Patient (Spell last name) & Date of Birth). Reference number is (ORDER NUMBER) . We need confirm (Concern) before we can process the order. Please give us a call at your earliest convenience at (DR PHONE LINE). Thank You and have a great day. (Message should be clear enough for them to understand, specially when saying the numbers)

** Doctor’s office said they will call us back to confirm the RX.. (Customer is already upset of delays).

- Will it be okay if we give you a callback instead? When do you think you would be able to get approval for (RX issue)?

- We would really appreciate if you could give us a feedback as soon as possible as the patient is almost out of medications.

**(Please make sure that you have the patient called ASAP to set their expectations)