Process for discontinuing MedZoomer delivery services for pharmacies both independent and corporate
MedZoomer services can be discontinued for a number of reasons. The most common reason for discontinuing of service will be non-payment and low volume.
There is a future expectation to offer independent pharmacies the ability to defer some of their low-volume delivery costs through non-profit support but at this time that option is not available.
The procedure for discontinuing delivery service is as follows.
A. Independent Pharmacies:
1. The decision to discontinue service will be made by MedZoomer CEO, Pharmacy Operations, or most commonly by the pharmacy itself. Seek input from dispatchers if relative. Termination sheet and HubSpot notes kept as record, to include reason for discontinuation, by Operations.
2. Operations and or Finance can and should make recommendations for discontinuing service for the following reasons.
a. 60+ days of non-payment with no expectation of future payments
b. 60+ days of low volume deliveries
Numbers for low-volume Less than 10 deliveries a day and less then 50 a week.
Some previous Pharmacies will be be under the original requirement of 5/25 per week.
Some previous Pharmacies (original agreements before 9/21) have no minimums.
c. Other
d. A recommendation to discontinue service will be accompanied by the Termination of Service Form template
3. For 60+ non-payment.
a. In accordance with Sec 2 of the earliest PARTICIPATING PHARMACY AGREEMENT, MedZoomer reserves the right to immediately terminate the agreement after 30+ days of non-payment. Since there are several PPA versions available, start by reviewing pharmacy's individual contract.
b. Upon the decision to discontinue service, Operations will provide a final one week discontinue advance notice to the pharmacy point of contact and the signatory of the PPA, or follow an agreed upon and noted plan between pharmacy and MZ. Operations will do their utmost to ensure this notification is made verbally with assurance intent was received. Email is the second option. There however is no requirement for confirmation to be received from the pharmacy.
d. If after the set period, acceptable payment or arrangements are not made by the Pharmacy, Operations will discontinue delivery services. Operations will keep dispatchers updated via Slack as the closing progresses and finishes.
e. Operations will update pharmacy status in admin portal to Hold, or Closed, select a reason, and MUST decline authorized user within each pharmacy's admin portal account.
f. In HubSpot, Operations will edit Pharmacy name to include (Closed), for status at a glance for anyone viewing.
f. Finance will make the recommendation as to whether to turn the outstanding balance over to collections or write-off the remaining balances.
4. For 60+ days of low-volume.
a. Review of delivery volume will be conducted every month by Operations after a two month trial period.
b. After two months of low volume, as delineated below, Operations will hold a conference call with the Pharmacy to discuss the status of delivery volume and future exceptions.
i. Per Sec 4 of the PPA , Operations will provide 90 day written notice of intent to cancel services if prescribe conditions are not met. NOTE: version 1 and 2 has 90 day, newest version as of 3/22 is 30 days.
B. Corporate Pharmacies and locations: TBD, CEO driven.
Notes:
If they haven't used us in 3-4 months, we call and inquire. Sometimes there was an issue, or a question they had that wasn't answered and they want to start up again. We consider the fit. Others simply aren't interested.
In HubSpot revise pharmacy name with "Discontinued" or "Closed" behind it.
Must address pharmacy status AND the user within our admin portal, this is what actually turns the pharmacy off. Note, if you change pharmacy status to "closed" but forget to deactivate the user, pharmacies can still place orders.
Must also fill out the Termination form