| Medicare Part D |
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Customer ServiceOur customer service differentiates us from all other pharmacies and, most importantly, provides you with the support and the solutions you need. Internal Customer Service Our customer service department provides responsive and reliable service; immediate, same day resolution is our goal. Whether the issue is a missing medication, orders requested too soon, or helping with the discharge process, our internal customer service (ICS) department is prepared to provide first-class support for your nursing staff. We are the first pharmacy in the country to implement the Hyland software OnBase paperless system. This industry leading, user-friendly software instantly provides us with a comprehensive view of each resident’s prescription profile. Our use of the paperless technology enables us to quickly and accurately call up all documents related to each prescription. Instant document recall, not only of the original medication order and the signed delivery receipt, but all reorders associated with that prescription, is the key to quick issue resolution. We are able to resolve most missing medication issues not only the same shift, but the same call, saving your nurses time. Instant access to our documents eliminates the bothersome “pharmacy call back” and helps to keep your nurses focused on the resident. External Customer Service Our external customer service department (ECS) visits your facility to perform cart audits, track sample populations, and touch base with your entire staff. Our trained representatives listen to the shift specific, unit specific and nurse specific, concerns of each facility. Our dedicated, knowledgeable, caring team is the heart of our proactive, issue resolution approach. Our monthly visits to your facility help maintain a positive pharmacy experience. Our detailed monthly cart audits encompass all aspects of pharmacy service. We ensure that our easy-to-read medication labels match the current MAR. We remove all discontinued and expired medications and address any issues pertaining to missing medications immediately. We track our findings each month via cart audits. With each visit, our ECS tracks 15 sample residents from each cart. This tracking includes:
The information compiled in each cart audit is then presented at the facility CQI meetings. PMG constantly tracks findings and combines data gathered in the facility with data compiled by our internal customer service department. Addressing issues from two perspectives gives our customers the industry edge.
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