Work Flow Documents
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      How does Medzoomer onboard new pharmacies?

      Comprehensive work flow doc, work in progress, last revised 2/13/22

      Comprehensive Sales/Onboarding/Implementation Workflow

       

      Matt’s Process Thoughts, Guidelines and Must-Dos

      1. MedZoomer must have clear, precise and written processes to ensure successful and sustainable growth.
      2. We must automate as much as possible. 
      3. We MUST LIMIT actions that are done by one person (This is called single points of failure and we must avoid)
      4. We must limit our data sources/repositories. If it isn’t in Hubspot we need to be very clear WHY NOT. (The RP team can always have working and backup docs or sheets)
      5. We must make data easily available to anyone who needs it. Here again we cannot have chokepoints or single points of failure.

      Big Picture

      Primary Goal: Successful onboarding of corporate Pharmacies

      Secondary Goal: Fully operational in all 28 existing DDI markets

      • Minimum Pharmacy Count: 5 pharmacies per market (Dependent on driver #)
      • Ideal Driver Count: At least 11 active drivers per market

      Tertiary Goal: Calculated opening of new DDI markets

       

      Tasks Listed by Order of Execution

      For New DDI Markets:

      Sales

       

      1. Medzoomer strategy, identifies areas, regions and states to open in the next 6-months and the next 12-months. 
      2. These areas are current DDI regions and or planned with DDI to open regions.
      3. Once verified, given to Sales Team (to include B2B).
      4. Sales team, using B2B, Sparxoo and others plans a 6-month and 1-year campaign

       

      5. Ces - Requests new leads in new markets from B2B by feeding them strategically relevant zip codes 


      6. OPS - 7 Days intent to open in a new market (Region) to DDI


      7. DDI - DDI will advertise, find drivers, send them paperwork, and confirm background checks. They are sent to the Medzoomer internal team.

        1. Driver Ops - Driver fills out the application form on our Medzoomer site
        2. Driver Ops - Conducts an onboarding interview. Dispatchers will talk to drivers about availability, possible coverage, and answer any questions
        3. Driver Ops - Waits for the driver to pass their background check. If DDI Drivers, do not need to do another background check)
        4. Send supplies prior to training, delivery 2-3 days, which is time used to train. Welcome kit includes: Medzoomer shirt, Medzoomer hat, Medzoomer bag.
        5. Driver Ops - Begins to train the driver. Medzoomer app login, reviewing of the app, re-explanation of the process/job at hand
        6. Begin with step 3 or 4 below.

       

      For Existing DDI Markets:

      Sales Workflow Details

      1. Ces - Sends list of zip codes included in DDI's active markets which need additional Pharmacies with priorities to B2B. Weekly Tues email with LINK to working "Pharmacy Onboarding Summary" with DDI Tab.
      2. B2B - Generates lead list and makes first contact with leads. 
      3. B2B - Schedules calls with pharmacies for the Medzoomer Sales team, which is added to their calendars. An email about each interested lead is sent to Marvin and Support@medzoomer.com and operations@medzoomer.com (support@ currently accessed by Ces, JM, Charlsey – ops@ currently accessed by Ces and JM, mostly used by DDI/Kara forwarding drivers)
      4. Charlsey - Adds new leads as “Leads” and “builds company” in Hubspot - Future Sales Charlsey will leave “company owner” blank (Sales/Alan or Mark will claim). Charlsey will copy/paste relative B2B notes into HubSpot under “notes,” with B2B title.

      5. Sales - For website inbound leads, Sales will receive inquiry from website and will send scheduling link for a sales call and marketing material.


      6. Sales - Conducts discovery call with Lead. 

      7. Sales (1st step in HubSpot) is to enter their name as “company owner,” (not deal owner). Note: The purpose and importance of which MZ team member is listed as “company owner,” is so all MZ employees utilizing HubSpot will immediately know who is our internal point of contact managing the current stage of each pharmacy as the deal flows through our onboarding pipeline process… and beyond.  


      8. Sales - Conduct discovery call with Lead. Scenarios:

        1. Lead requests further info/demo. Sales will schedule another call (Remains within “Lead,” Sales will enter/add into hubspot “notes,” discussing requests, and tagging anyone who may need to be notified)
        2. Lead wants to register. (If qualified, “note” added in HS with Charlsey tagged to register pharmacy) Refer to Step 9. Note: “If qualified”  is summarized as _____
        3. Lead interested but does not want to register at this time (“Lead” → “Re-engage”), Sales person creates Task in HubSpot with reminder
        4. Lead is not interested or qualified (“Lead” → “Lost”) Sales will add note for why…ideally we need a drop down menu here so we can qualify/analyze.

        9. Sales - When Lead wishes to register, Sales uses note or task in HS to tag, Charlsey  operations@medzoomer and support@medzoomer. 
        1. Charlsey (Eventually Sales) - Adds pharmacy to Pharmacy Registration Nurture workflow which triggers registration link being sent via email to pharmacy.   
        2. Automatic “registration email sent” notification, goes out to Operations@, Support@, Sales@,  Others as requested.

                c. Charlsey - Moves pharmacy from “Leads” → “Registration Email Sent” in Hubspot - Future Sales


               d. Sales will double check to make sure “company owner” is accurate since in theory sales team could’ve handed off to each other. 

       

      10.  Pharmacy - Registers creating a profile in the Medzoomer pharmacy portal (quickly or slowly, we are seeing a wide range of reaction time here).

      Pharmacies will not show up in our Admin Portal until they engage with registration email and start building their Pharmacy Portal.  

      Mark and Alan will monitor Admin Portal at least once every 2 days, and nurture with the goal of pharmacies proving their verbal commitment to move forward by creating their pharmacy portal. Scenarios:

           a.  Pharmacy never opens email/registers and Sales follows up, possibly missed email or didn’t receive.
           b.  Pharmacy - Begins the registration process
                i)  Sales uses our admin portal to see if Pharmacy entered all required information, (soon this will be a quick glance when Sebastian has time to establish the meaning of colored dot under Pharmacy Name in admin portal…green = all requirements entered, yellow = pharm is working  on it, red = deactivated). All required information means pharmacy made it to the last step and entered billing information (agreement is signed prior to billing info entered). 
                ii)  Pharmacy - Signs Pharmacy Agreement & Pricing Addendum (+ optional Copay Agreement) in HelloSign Not required for each pharmacy in a corporate partnerships
                iii)  Pharmacy - completes billing information. Not required for each pharmacy in a corporate partnership with one payer

      11.  Sales - If any items are complete within the registration process, Sales moves Pharmacy from “Registration Sent” → “Registration Started/Incomplete”

      12.  Sales uses Deal Card feature in HubSpot, by clicking on Hubspot Company Built box (left column under Store Registration Reqs) to check off what information has been entered from pharmacy. Purpose of Deal Card is so sales person (or anyone checking) can see what pharmacy has completed, and what is still outstanding, without having to keep rechecking Admin Portal. Ideally Sales sees that Pharmacy is in Admin Portal with a green light, double checks MZ has all required information to proceed, checks off the Deal Card boxes, and moves that deal into Registration Complete which signifies handing off the baton, a 2 minute process!  IF pharmacy has stalled… perhaps stopped before signing, or entering billing info (we have witnessed this registration process taking several weeks in the past) then the Deal Card will reflect what stage they are in. 

      13.  Sales - Moves Pharmacy from “Registration Started/Incomplete” → “Registration Complete” (or perhaps straight from Sent to Complete) when all requirements are met and requirements are checked in the Deal card. END of sales involvement.

       

      If Pharmacy does not respond during any stage of the Pharmacy Onboarding workflow for over a week and with three attempts to contact (at least one being an email), Pharm Ops will move Pharmacy to “Re-engage” and Sales will be given responsibility over the Pharmacy once more.

       

      Pharmacy Onboarding Workflow

      14.   Driver Ops - Works to identify at least two current (depending on stated delivery volumes) drivers to support new Pharmacy. (1-2 day standby, with active engagement and clear expectations and full transparency )
        1.  Driver Ops - If determination is made more drivers are needed for the area, contacts Kevin@DDI to inform the need for new drivers for a pharmacy in an existing market. 

        15.  Pharm Ops - Moves Pharmacy from “Registration Complete” → “Activation of Drivers/ Start Date”  Hubspot - Future Sales
      2. 16.   Charlsey - Workflow? Sends Activation Email to pharmacy with Calendly link for pharmacies to schedule their “start date”. Copy will go to Pharm and Driver Teams.
      3. 17.   Pharmacy - Responds to Activation Email by setting Calendly calendar to determine start date (Calendly date → support@medzoomer.com and others…) Medzoomer can ideally start new pharmacy in 3-5 days.
        1. Driver Ops - At notification of start date, Driver OPS will talk to additional drivers as required.
        2. OPS - Automated workflow with Calendly and Hubspot to update start day in HS
        3. Pharm Ops - If Pharmacy does not respond within 1-2 work days, proceed with the Introductory Call

        18.   Pharm Ops - Moves Pharmacy from “Drivers Confirmed / Start Date” → “Order Supplies” Hubspot - Future Sales

      4. 19.   Charlsey - Sends supplies/envelopes through ULine 1-2 days shipping time, which must match to couriers receiving their supplies on time. Do not send envelopes until driver needs are met.  Note: This step is one example of several that need a separate work flow doc created with an article published in our HubSpot Knowledge Base, so others can step in and complete task when one person isn't available (single point of failures). 
      5. 20.   Pharm Ops - Makes note when envelopes were sent within Pharmacy Deal with date Hubspot - Future Sales
      6. 21.   Pharm Ops - Makes an Introduction Call with the pharmacy to verify the following, of course this step could have happened earlier
        1. Creation of Admin user account (Self-verify)
        2. Pharmacy in Invoiced (Self-verify)
        3. Start Date
        4. Pick-up Times
        5. Saturday Delivery
        6. Copay Control
        7. Controlled Medication and Special Delivery Instructions
        8. Reception of Envelopes and Marketing Materials
        9. Understanding of Minimum Volume outlined in Agreement

        22.   Pharm Ops - If there is a set back, communicates problem to Support and Operations
      7. 23.   Driver Ops - Confirms start date with onboarded drivers. Inform Pharm Ops immediately if drivers are ready or not.
        1. Pharm Ops - Make note within Pharmacy Deal if drivers are ready, and when they are ready Hubspot - Future Sales

        24.   Pharm Ops - Activates Pharm in Medzoomer portal only when both pharmacy receives envelopes and driver ops has a suitable number of drivers onboarded, and pharmacy has done Introduction call. (If the pharmacy is turned back off, understand that the pharmacy will currently receive an email telling them they have been rejected, so email PIC within Pharmacy before turning off/disabling account)
      8. 25.  Pharm Ops - When first delivery is made,  “Activation of Pharmacy” → “First Delivery Complete” Hubspot - Future Sales 
      9. 26.   Pharm Ops - Weekly check-in calls with notes marked in Hubspot for 30 day implementation period, or until Pharmacy is fully operational, defined as having:
        1. Established a fix delivery workflow
        2. Established consistent/regular couriers
        3. Reached the agreed order of volume

        27.  Pharm Ops - “First Delivery Complete” → “Weekly Touchpoints / Feedback” Hubspot - Future Sales
      10. 28.   Charlsey - Sends survey workflow through HubSpot after 2 weeks of operations. 
      11. 29.  Pharm Ops - After 30 days in the implementation stage or once deemed fully operational, the pharmacy can be marked as a regular active pharmacy through Hubspot. 

       

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      Process for discontinuing MedZoomer delivery services for a 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.

      The procedure for discontinuing delivery service is as follows.

      1. Independent Pharmacies:
      2. The decision to discontinue service will be made by MedZoomer CEO in writing and kept as record, to include reason for discontinuation, by Operations.
      3. Operations and or Finance can and should make recommendations for discontinuing service for the following reasons.
      4. 60+ days of non-payment with no expectation of future payments
      5. 60+ days of low volume deliveries 

      Numbers for low-volume Less than 10 deliveries a day and less then 50 a week.(All stores onboarded in 2022)

      Some previous Pharmacies will be under the original requirement of 5/25 per week.

      1. Other
      2. A recommendation to discontinue service will be accompanied by the Discontinuation information sheet which will contain:

       

      1. For 60+ non-payment.
      2. In accordance with Sec 2 of the PARTICIPATING PHARMACY AGREEMENT (PPA Ver 1 ???) MedZoomer reserves the right to immediately terminate the agreement after 30+ days of non-payment. 
      3. Upon the decision to discontinue service, Operations will provide a final 1 week discontinue advance notice to the pharmacy point of contact and the signatory of the PPA. Operations will do their utmost to ensure this notification is made verbally or  written with assurance intent was received. There however is no requirement for confirmation to be received from the pharmacy.

      Driver Operations will tell drivers about the expectation that services will be cut in approximately 7 days due to non-payment.

      Marketing/PR will be informed of this notification and intent to end service.

      1. If after the set period, acceptable payment or arrangements are not made by the Pharmacy, Operations will discontinue delivery services (more to add from the driver ops side????)
      2. Upon discontinuation of delivery services, Operations will send a letter via USPS explaining the reason for cancellation of services, the points of contact who we contacted or attempted to be contacted, a copy of the PPA and the contact information for Dir Ops???
      3. Drivers? (notified by driver ops, potential use for other stores or standby status until new store within the market is launched)
      4. Finance will make the recommendation as to whether to turn the outstanding balance over to collections or write-off the remaining balances.
      5. For 60+ days of low-volume.
      6. Review of delivery volume will be conducted every month by Operations ( review with driver payout data for that store to track efficiency and bonus activity)
      7. 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.( potential M,W,F or T and TH flow as a solution, this change must be communicated to driver ops)
      8. Per Sec 4 of the PPA , Operations will provide 90 day written notice of intent to cancel series if prescribed conditions are not met.( We need to bump this down in the agreement to 30)

      Low Volume Numbers ??????

      Pharmacy service area size (S / M / L ) ---Residents with 25 mile delivery area?

      Volume Delivery by size??????

      1. Marketing/PR will be informed of this notification and intent to end service due to low-volume.
      2. Corporate Pharmacies and locations: TBD



      Marvin’s Approved Sales/Onboarding Workflow

      Sales WorkFlow.pdf

       

      For New Markets: 

      —------

      Sales Team: Factors used to determine Medzoomer entering a new market:

      1. Size
        1.  Number of Independent Retail Pharmacies in market MSA. Minimum 100 independent pharmacies . Assume 10% close ratio, 10 stores approximate break even.
        2. Review partnership store presence as well as number of speciality, compounding and digital operations
      2. Driver availability
        1. Market approved by DDI. Must meet DDI minimum requirements
        2. Drivers already on-line
        3. Availability of drivers in the market