Walgreens Medicare Support Center: Scripts for the reps to follow

At the Walgreens Medicare Part B Support Center, everything is tightly controlled and reps are given calling scripts to use while calling customers. To manage calls, they use a program called Interaction Client, developed by Interactive Intelligence. Interaction Client works hand in hand with Interaction Scripter to manage calls, scripting, and to process information. Below is an example of what Interaction Client looks like:

 
Below is the script reps are to go by when making calls:


Hello this is ________ from Walgreens. I'm calling today to let you know there's a way that Walgreens can help you take advantage of your medicare part B benefits.

Before I continue, I must let you know that this call may be recorded for quality and training purposes.

This benefit is for medicare customers who are testing their blood sugar.
Mr. ________, does your doctor have you testing your blood sugar for diabetes?

[ yes ] [no ]

We want to let you know that Walgreens provides the option of going to your local walgreens for your testing supplies or walgreens can provide you a 90 day supply of
test strips, lancets, lancing device, and control solution delivered right to your door for free.

Do you have traditional medicare including part B? (red, white, and blue card)

[ yes ] [no ]

How are you currently receiving your test strips and lancets?

[Walgreens] [mail service] [other]

Do you have another insurance you take to the doctors office to cover your copay (supplemental or secondary insurance)

[ yes ] [no ]


What is the name of that plan? [                     ]


Ok Great, based on what you've told me, we will bill medicare for 80% of the cost of supplies and bill your supplemental 20%, resulting in no out of pocket cost to you.

I can now verify your eligibility for the service, I just need your Medicare ID # on your medicare card, I will be happy to wait if you need a moment to locate it.

Medicare ID #: [                         ]

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If the sales reps reach a voicemail, they are to leave this message:


Hello, this is the Walgreens support center, we are reaching out to our valued customers letting them know that there is a way that Walgreens can help you take advantage of your medicare part B benefits which includes letting Walgreens come to you with home delivery of medical testing supplies.

If you're interested in hearing more about how walgreens can help you with your benefits, you can give us a call at 888-380-8030.

Thank you for being a loyal Walgreens customer, we look forward to speaking with you.