Blog
Posted by Crystal Zamudio on Thursday, October 14, 2010
Answering Pharmacy Incoming Calls
It is very important to answer pharmacy incoming calls in a professional manner. Why? Well because when a pharmacist or technician answers the phone in a rude manner or in a lazy manner, patients will feel like we are not doing our jobs or may feel they are not important to us so they will think "why should I leave my health on their hands". They will also feel uncomfortable and will not ask any questions towards their medications, they will just want to leave as soon as possible. We should always try to prevent a conflict with our patients. We do not want that, we want to make them feel welcome and we want to make them feel safe to the point where they can trust us with their health. Also when health care professionals call we surely need to be professional and meet their standards as well. Communication is key. Here are some ways to answer incoming calls.
Tech: Good morning, Crystal speaking, how may I help you today?
Patient: Hello my name is Ms. Marie Collin and I was wondering if my doctor called in my prescription for my high blood pressure medication called Toprol XL?
Tech: I am sorry Ms. Collin your doctor has not called in your prescription yet.
Patient: Okay can I call you back later and check, or can you possibly call me as soon is my doctor calls in my prescription?
Tech: Yes you can definitely call me back anytime and I would certainly call you as soon is your doctor calls as well.
Patient: Thank you Crystal! Bye
Tech: You are very welcome! Bye
1 HOUR LATER (Phone is ringing, try to pick up phone before the third ring)
Tech: Osco Pharmacy, technician speaking, how can I help you?
Patient: Hello my name is Ms. Marie Collin may I speak with your technician Crystal?
Tech: Yes, can you hold please? (Do not keep an incoming call on hold for a long time, if you need more time always check in with the patient and ask if he/she can hold a little longer in a friendly manner)
Tech2: Hello Ms. Collin this is Crystal speaking, how may I help you?
Patient: I was just wondering if my doctor called in yet?
Tech2: Actually he just called in a few minutes ago, your prescription will be ready for pick up within 30 minutes, is that fine with you Ms. Collin?
Patient: Yes that sounds great! I will be on my way to pick up my medication. Thank you dear!
Tech2: Sounds good! You are welcome, see you soon bye!
As you can see here, the patient feels comfortable and secure about her health being on Crystal's and the pharmacy hands. We surely want them to leave happy and of course come again. Like I said above it is important to refer yourself as your occupation or name because you never know when you will come across with this scenario example above. The patient Ms. Collin called in the second time but she was asking for Crystal specifically because she felt Crystal was in charge with her medication since Crystal assured Ms. Collin she can call her back anytime. If the patient did not know who attended her on the phone when Ms. Collin called the first time she would have to explain her situation again to any tech and the process will just take a little longer and the patient will might get inpatient. (We do not want patients to feel inpatient that will lead the patient feeling angry and would complain towards our customer service)
Just try your best! Be patient with those rude patients and understand that they do not know what goes on in the pharmacy, understand that they do not know the process and how important it is for us to prevent medication errors. We always have to listen to what they say and understand and try to help them the best we can. Good luck techs!
It is very important to answer pharmacy incoming calls in a professional manner. Why? Well because when a pharmacist or technician answers the phone in a rude manner or in a lazy manner, patients will feel like we are not doing our jobs or may feel they are not important to us so they will think "why should I leave my health on their hands". They will also feel uncomfortable and will not ask any questions towards their medications, they will just want to leave as soon as possible. We should always try to prevent a conflict with our patients. We do not want that, we want to make them feel welcome and we want to make them feel safe to the point where they can trust us with their health. Also when health care professionals call we surely need to be professional and meet their standards as well. Communication is key. Here are some ways to answer incoming calls.
- Good morning, pharmacy technician speaking, how may I help you?
- Good morning, technician speaking, how can I help you today?
- Good morning, Crystal speaking, how may I help you today?
- Osco Pharmacy, technician speaking, how can I help you?
- Osco Pharmacy, Crystal speaking, how can I help you today?
- Osco pharmacy, pharmacy technician speaking, how may I help you today?
Tech: Good morning, Crystal speaking, how may I help you today?
Patient: Hello my name is Ms. Marie Collin and I was wondering if my doctor called in my prescription for my high blood pressure medication called Toprol XL?
Tech: I am sorry Ms. Collin your doctor has not called in your prescription yet.
Patient: Okay can I call you back later and check, or can you possibly call me as soon is my doctor calls in my prescription?
Tech: Yes you can definitely call me back anytime and I would certainly call you as soon is your doctor calls as well.
Patient: Thank you Crystal! Bye
Tech: You are very welcome! Bye
1 HOUR LATER (Phone is ringing, try to pick up phone before the third ring)
Tech: Osco Pharmacy, technician speaking, how can I help you?
Patient: Hello my name is Ms. Marie Collin may I speak with your technician Crystal?
Tech: Yes, can you hold please? (Do not keep an incoming call on hold for a long time, if you need more time always check in with the patient and ask if he/she can hold a little longer in a friendly manner)
Tech2: Hello Ms. Collin this is Crystal speaking, how may I help you?
Patient: I was just wondering if my doctor called in yet?
Tech2: Actually he just called in a few minutes ago, your prescription will be ready for pick up within 30 minutes, is that fine with you Ms. Collin?
Patient: Yes that sounds great! I will be on my way to pick up my medication. Thank you dear!
Tech2: Sounds good! You are welcome, see you soon bye!
As you can see here, the patient feels comfortable and secure about her health being on Crystal's and the pharmacy hands. We surely want them to leave happy and of course come again. Like I said above it is important to refer yourself as your occupation or name because you never know when you will come across with this scenario example above. The patient Ms. Collin called in the second time but she was asking for Crystal specifically because she felt Crystal was in charge with her medication since Crystal assured Ms. Collin she can call her back anytime. If the patient did not know who attended her on the phone when Ms. Collin called the first time she would have to explain her situation again to any tech and the process will just take a little longer and the patient will might get inpatient. (We do not want patients to feel inpatient that will lead the patient feeling angry and would complain towards our customer service)
Just try your best! Be patient with those rude patients and understand that they do not know what goes on in the pharmacy, understand that they do not know the process and how important it is for us to prevent medication errors. We always have to listen to what they say and understand and try to help them the best we can. Good luck techs!
