Quizz

Welcome to Knowledge Building

1. Please select the correct answer below in regard to the Flu verbiage that should be provided to customers when they need information regarding their Flu reservation.

a) You have 7 days to take action on the reservation and 14 days for the delivery if you do not take action the reservation will be sent automatically.

b) You have 7 days to take action on the reservation and 14 delivery days to choose a delivery day. Delivery days are from Tuesday – Friday. If you do not take action by the end of the cycle lock date, the reservation will be cancelled. Please note that you have 24 hours to report an auto cancelation.

c) You have 7 days to take action on the reservation and 14 delivery days to choose from. (Tuesday – Friday. - Please not there is no next day delivery for flu) If you do not take action by the end of the cycle lock date, the reservation will be cancelled.

2. A customer contacted us to report that they received a compromised Flu shipment. This is a big hospital, so the vaccines were delivered to another department. The customer reported it 3 weeks after the reception of the vaccines. The customer kept the vaccines refrigerated but, in another department, and they are not sure if they can use them. What’s the best action to take?

a) Open a claim on the system for the customer, place a new reservation on the system and use the replacement request template in the OneNote to backdate the order with Flu-OPS inform the customer that once the order is available they have 7 days to take action on the reservation and 14 delivery days for choose a delivery day, delivery days are from Tuesday - Friday if customer did not take action by the end of the cycle lock date the reservation will be Cancelled.

b) As is been more than 14 days we cannot do a claim for the customer, they need to wait until the vaccines expired to return it back.

c) Customer needs to verify if the vaccines are still good to use and we need to do a transfer to Medical information.

d) None of the above.

3. Customer was allocating their doses on the system but by mistake they cancelled all the doses what is the best actions to take?

a) Open a claim on the system so the customer can receive reimbursement for the order that was cancelled. Then place a new reservation order on the system and send an e-mail to Flu-Ops, use the replacement request template in the OneNote, inform the customer that we are going to receive a response from Flu-Ops within 24 b) hours. Once the reservation is available customer have 7 days to take action on the reservation and 14 delivery days to choose from. (Tuesday – Friday.- No next day delivery for flu) If customer does not take action by the end of the cycle lock date the reservation will be cancelled.

b) Place a new reservation order on the system and send an e-mail to Flu-Ops. Use the replacement request template in the OneNote to backdate the order. Inform the customer that we are going to receive a response from Flu-Ops within 24 hours, once the reservation is available customer have 7 days to take action on the reservation and 14 delivery days to choose from. (Tuesday – Friday.- No next day delivery for flu) If customer does not take action by the end of the cycle lock date the reservation will be cancelled.

c) Inform the customer that you need to escalate the call to the VSC in order for them to see if they can provide an exception for customer.

4. The Filed rep has contacted us to inform us that their customer was out of town and they didn’t take action on their Flu doses and the shipment was auto cancelled 5 days ago. What is the best action to take?

a) Inform the filed rep that we can do an exception for the customer, the customer needs to call back to our help desk in order for us to be able to start the request.

b) Place a new reservation order on the system and send an e-mail to Flu-Ops use the replacement request template in the OneNote. Inform the customer that we are going to receive a response from Flu-Ops within 24 hours, once the reservation is available customer have 7 days to take action on the reservation and 14 delivery days to choose from. (Tuesday – Friday.- No next day delivery for flu) If customer does not take action by the end of the cycle lock date the reservation will be cancelled.

c) Inform the customer that they just have 24 hours to report the auto cancellation unfortunately in this case they reported it to late.

5. The customer contacted us and is upset because they received their 15,000 doses compromised and they don’t have any vaccines to dispense to their patients, what is the best action to take?

a) Open a claim on the system for the customer, send an e-mail to Flu-Ops Manager and VSC Manager. Once they have responded, place a new reservation on the system and use the replacement request template in the OneNote. Inform the customer that we are going to receive a response from Flu-Ops within 24 hours. Once the reservation is available, the customer has 7 days to take action on the reservation and 14 delivery days to choose from. (Tuesday – Friday. - No next day delivery for flu) If the customer does not take action by the end of the cycle lock date the reservation will be cancelled.

b) Open a claim on the system for the customer, place a new reservation on the system and use the replacement request template in the OneNote to backdate the order with Flu-OPS and send an e-mail to management in order for them to be aware of the order to replace.

c) Open a claim on the system for the customer, place a new reservation on the system and use the replacement request template in the OneNote to backdate the order with Flu-OPS

d) None of the above

6. A customer contacted us in order to have information in regards to their second notification of Flu for his Flurix PFS reservation, he wants to know when he is going to receive his notification, which of the below verbiage is the correct one.

a) Delivery started in August 2019 with a commitment to deliver 100% by 9/30/2019. We have an approximate date of mid to late September for 2nd 50%, Customers who pre-book by 4/1/2019 are eligible for a delivery guarantee discount of 10% off all pre-booked doses delivered after 9/30/2019 at the fault of GSK.

b) GSK commitment is to deliver 100% by 9/30/2019 Customers who pre-book by 4/1/2019 are eligible for a 100% reimbursement guarantee of 10% off all pre-booked doses delivered after 9/30/2019 at the fault of GSK.

7. Which of the following statements are true?

a) We always use the Backdate Request Template to handle compromised shipments (Customer contacted us to report a Tag alert number 2 and 4 black squares)

b) We always use the Replacement Request Template to handle compromised shipments (Customer contacted us to report a Tag alert number 2 and 4 black squares)

c) Backdate Request Template is just use when the original order was in reserve status and the customer don’t need to receive it now. (Customer want to change their reservation product from Flurix PFS to Flulaval PFS)

d) Cycle lock template can be use before the client allocate the order, if an order is allocated we cannot extend the cycle lock date. (I received the 2nd notification e-mail today but the latest available day is for October 18 and I need the medication for October 30)

e) B, C and D.

f) All of the above.