This script is being used whenever we need to call applicants that has an incomplete status.
CHECK THE DRIVER'S REQUIREMENTS FIRST.
We must check the driver’s details on the Admin Portal to see if these documents have been completely submitted / attached by them.
- HIPAA Training
- Teams
- Agreement
- W9 Form (TAX info to confirm individual contractor or independent)
- Driver's License
- Car Insurance Card
- Vehicle Photos (not extremely important; can be provided at a later time)
How can we check those details?
1. Log in on the ‘Admin portal’. Then, click ‘Courier Management’.
2. Enter the name of the driver on the ‘Search Bar’. Once found, click the ‘Paper Icon’ to view their details.
3. Click the ‘drop down button’ on the right side of the ‘Onboarding Information, Personal Information and Verification ’ to view their details further.
ONBOARDING INFORMATION
PERSONAL INFORMATION
VERIFICATION INFORMATION
ONCE DETAILS HAVE BEEN CHECKED, YOU MAY NOW CALL THE APPLICANTS:
Outbound spiel:
Good day! This is _____ from Medzoomer Prescription Delivery Team. Before we proceed, this call is recorded for training and quality purposes. Would that be okay?
This is just a follow up call regarding your registration as a driver for Medzoomer. There's a (new or current) pharmacy that will use our service on (say when). So, if you can complete the registration as soon as possible, we'll be able to profile you as a courier for this pharmacy right after.
Do you still have (or Do you still remember) the registration link?
If the registration link is missing, you may tell them this:
No worries. I will be sending you the link for the courier website thru text in order for you to complete the registration.
Once the text message has been sent, ask if they’re able to receive it and if they’ll be needing assistance with the registration.
If they're able to save the registration link, proceed to the next.
Are you experiencing any difficulties with the registration?
If the driver’s are claiming that they’re having issues with the registration, you may ask them what exactly it is then try to assist them further. If none, please proceed to the next.
Specify and let them know of the specific documents missing:
At this point, you may let them know of the specific documents missing on their profile. We can use the below as a guide:
MISSING AGREEMENT / W9 FORM:
It seems like you haven't signed the agreement and filled out the W9 form yet. Once you log in on the courier portal, these requirements should prompt in your screen. Please make sure to have it completed so that we can proceed with the application.
If you want, we can also send you a guide in filling out the W9 Form thru email for you to have something to refer to. (You can reach out to the team leaders if you'll be needing assistance with this email)
MISSING DRIVER’S LICENSE , CAR INSURANCE CARD AND VEHICLE PHOTOS:
Your driver’s license, car insurance card and vehicle photos are not reflecting here as well. Please log in on the courier portal and have these documents attached in one go. (you may walk them through if needed)
TEAMS
You must select a delivery zone in which you prefer to do deliveries. (you may walk them through if needed)
HIPAA TRAINING
It’s extremely important to have this completed. It usually pops-up on the screen whenever you log in. In case it won’t show, you may access this under settings.
IF YOU CALLED THE APPLICANT BUT WAS ROUTED TO VOICEMAIL:
“Hello, this is ____ from MedZoomer Prescription Delivery Team. I called today to do a follow up on your application. Upon checking, it shows that your application is still in an incomplete status. If you are having any issues or experiencing trouble with the registration, please let us know. Don't hesitate to ring us back at 813-613-6575. You may also send us an email at support@medzoomer.com to further assist. Thank you and have a good one!”
Note: Make sure to update necessary sheets after the call.