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

2. 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%

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

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

5. 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%

6. 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

7. 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%

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

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