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Walgreens workforce scheduler3/17/2023 ![]() Malone: The feedback from this particular clinic was positive, from the team members who made the calls to the customers to the pharmacy staff. At the clinic, every 15 minutes, we were giving someone a vaccine. So the Centralized Services team gave us the names of our repeat patients, and we took it from there. We don’t know until after they make the appointment. Melanie Owens, pharmacy manager, Chicago: A lot of the people who are scheduling appointments through the online scheduler don’t live in the community. What was the response from the community, and what are the next steps? We wanted to bring the appointments to them to take away the friction of trying to search themselves. It was manual, but it was a test to understand if people would be interested in hearing from Walgreens and learning that we had appointments available in their community. Malone : Once booked, information about the appointments was sent to the store where the clinic would take place. It was a really good feeling for us to be able to help them. The team was so excited to be able to schedule the appointments, and the patients were very appreciative of us reaching out to them. Pauline Stancil, site director, Centralized Services, Muscle Shoals: In just a couple of hours, we were training the team members and practicing the scripts for when patients would return the automated call. Pauline's team and my team trained the call agents. The dialer team handled the technology, setting up the call list and automation. We worked with our internal dialer team to set up an outbound campaign, where an automated call would contact the patient, offer the chance to make an appointment, and say, “Press 1 to speak to an agent.” My team was responsible for writing the scripts for the agents and listing out the FAQs. Terri Peoples, business relations manager, outreach programs, Muscle Shoals: I was brought in late Tuesday afternoon, and we had launched the campaign the next day by noon. That’s when I pulled in Terri, who’s our subject matter expert on outreach. It was Tuesday, and the vaccine clinic was scheduled at the store that weekend. We had to reach out, share the appointment schedule and set up their appointment. Lonnie Socha, senior manager, business relationships, Centralized Services, Muscle Shoals, Ala.: Once we knew the store we’d be working with, our team had to figure out how to support through conversations. How did the Centralized Services team use their technology to contact patients? If they were interested in scheduling an appointment, we connected them with a centralized service agent to book it. And then we needed to find an automated solution to call them and let them know there are vaccine appointments available in their area. Malone : Right away, we had an automated method of figuring out who was eligible. Once we had the list, then we needed to figure out how to get in contact with them. Our goal was to identify patients who had been at that store before and who were eligible based on state and local jurisdiction guidelines. We asked ourselves, “Can we do this? What capabilities do we have?” Even if it wasn’t immediately scalable, what was important was the outcome. Shannon Wedekind, senior director of site operations and workforce management, Centralized Services, Orlando, Fla.: It evolved pretty quickly. We came up with an idea to use our existing technology in our Centralized Services locations to pull a list of patients at a particular store in Chicago, and use that information to reach out to those patients to understand if they were interested in making an appointment for a COVID-19 vaccine at their local Walgreens. We considered trying a manual walk-in process at a local store or having pharmacists reach out to talk to the patients they deal with on a day-to-day basis. Our goal was to increase our reach to people who are most in need of the vaccine. Scott Malone, senior director of customer engagement experience, Deerfield, Ill.: In mid-February, leaders within the pharmacy operations team met to brainstorm ways to reach out to communities in medically underserved areas. What initially sparked the idea for this pilot program? How did it come to pass? Walgreens Stories spoke with the team members involved in launching the pilot to find out.
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