Shahrooz shirani Union university school of pharmacy Class of 2017 We care workflow Shahrooz shirani Union university school of pharmacy Class of 2017

Action by triage time Provides data entry technicians a unified queue to work out of Prioritized by triage time to meet promise times expectations Target 95%

Ready when promised Waiters verified before promise time Patient initiated promise time Rwp-prescriber initiated acute medication rwp prescriber initiated maintenance medication Target 88%

Properly set waiter expectations Providing waiting prescriptions in 15 minutes or less is differentiator of cvs compared to others competitors Target 90%

Prescriber follow up The ability to either meet customer expectations or reset expectations if unable to receive a response Also response from the provider in regards to refill requests and other follow up calls Target 45%

Action note follow through Important tool in building customer relationships and providing exceptional customer service To reset customer expectations and/or relay pertinent information about customer’s prescription Diagnostic metric Patient contact accuracy

Action note follow through Maintaining accurate phone number for our customers Improving the success of programs like pci and ready fill Ensuring customers remember to pick up their filled prescriptions Target 50%

Prescriber voicemail retrieval rate It allow for proper prioritization to better meet customer expectations Patient expectations for these scripts are unknown Target 90%

References We-care-workflow performance reporting; metrics toolkit. Updated January 2015.