Across
- 4. If a prescriber or patient wants to ___ between the brand or generic of an Rx, we can use the "Update" dropdown.
- 8. Alleged tampering, defective products, or dispensing errors are all reasons that patients may ___ Rxs.
- 10. If the caller is asking to substitute the brand/generic of a C-II or an Rx in process, ___ to the pharmacy.
- 11. Prescriptions cannot be sold when the pharmacy is ___.
- 13. If a caller puts an agent on hold and it's been two minutes, the agent should try to get the caller's attention ___ before giving a closing statement and ending the call.
- 14. If the caller requests the brand of an Rx but we have the generic on file (or vice versa), and the drop down is not available, we should transfer the call to the ___.
- 15. A patient can add a ___ ___ to their profile through their Walgreens.com account or at their local Walgreens store.
- 16. Agents can check if a ___ was applied to a patient's purchase by viewing the price under "Refill History."
- 17. If a Prescriber wants to update their information in our system, we click the button that says "___/___ ___."
- 18. If a caller would like to pick up ___-___-___ items through the drive-thru, one option would be to ask for a list of such items at the drive-thru window.
- 19. Non-CII medications can be ___ filled.
- 21. If a Walgreens employee calls with employee-related questions, we should refer them to the ___ ___ ___.
- 23. If a patient asks which store locations can dispense mifepristone, let them know that if they bring in a ___ to a Walgreens store and the store is not a certified dispensing location, the store staff will assist them in finding an alternate pharmacy.
Down
- 1. If a prescriber wants to update their information, technicians cannot update the ___ ___, and must transfer the call to the pharmacy.
- 2. We are not able to support calls from robots or ___ ___.
- 3. If a patient wants to know the ___ of their medication, we should first probe to know why they're asking.
- 5. If an agent receives a call with the whisper tone "Retail Phone Lines Down," they should apologize for the ___ and explain that the local store's phone lines are down. Then they should offer their assistance and then transfer to the nearest open store if necessary.
- 6. If a prescriber asks which store locations can dispense mifepristone, tell them they can call ___ ___.
- 7. If the call is escalated and the caller requests your name, you should give them your first name and last ___.
- 9. If a prescriber or a patient requests a ___ manufacturer, we should cold transfer to the dispensing pharmacy.
- 12. If a patient says they will no longer be using Walgreens, the first thing you should do is remove all Rxs from ___.
- 19. If a caller gives ___ or is unsatisfied with your answer after you've followed the SOPs, transfer the call to the pharmacy.
- 20. If we receive a call from a ___ ___ ___ inspector, the DEA, or the BNDD and they would like to speak to a member of the store pharmacy staff, we should warm transfer to ASC.
- 22. If a caller asks the location the call was routed to and wants to know where the pharmacy care center is located, we tell them the ___.