Daily Musts-

  • Coffee- Make sure the coffee maker always has coffee in it. 
  • Outgoing Mail- Put postage on any outgoing mail and put it in the mailbox. 
    1. If the mail won’t fit in the mailbox, put it in a box & leave it on the bench by the front door. Place a sticky note in the mailbox that says “Outgoing mail is by the door. Thank you!”. Put the flag up. 
    2. Make sure that day’s 222 forms and all mail-in folders from the day before are in the outgoing mail.
    3. Mail tends to run by 9:30 each morning, so please be sure to have most of the mail outside before that time.  
  • Return Authorizations
  • Rep Updates
  • DEA/State License Updates
  • Scan and Package Daily 222 forms
  • Print and Package Mail-in Reports
  • Replenish
    • Mail in inserts (business/thank you cards)
    • 222 packets- stamp shipping on gray bag, add instructions & gray bag in appropriate sizes
    • Stamp RSI address on mail-in envelopes
    • Make sure printers always has paper in it. (Savin in the copy room and Sharp at the front desk)

 

*Important End of Day*

Offer any remaining coffee to Mike. Rinse the coffee pot out & prep it for the next day. This is to be done every day except Friday. 


How Tos-


Coffee

Add about 1.5 scoops of coffee to the reusable filter, 12 cups of water (there’s a window on the side that shows how much water is in the coffee maker), and press “Brew". If the blue light is on, the coffeemaker is on. 


To prep for next day’s coffee: 

  • Add a coffee filter to the filter basket (filters are in the far right drawer of the breakroom)
  • Add coffee 
  • Add 12 cups of water,
  • Turn the "Brew Later" button, and confirm it says 8:00 am, then press brew later again.  

It’s programmed to start at 8 a.m.the next morning. On Fridays, be sure to clean out the leftover coffee, but there is no need to brew later 

 

Return Authorizations

The attachments in the Qualanex RA emails must be added to the RA folders every morning. The RAs folder can be found in File Explorer > Company Documents> RAs


For all new RA emails, please do the following: 

  • Email has no attachment- Just archive it. No printing is necessary. 
  • Email has an attachment- Open the attachment in each email and save to one of the following RAs folders:
    1. RAs that begin with anything other than TCX are saved to the Qualanex RAs folder
    2. RAs that begin with TCX are saved to the Keith & Dak folder
    3. All emails that have the word "reminder" in the body of the email have already been received, but still need to be saved to the Reminder folder
  • If a pop-up indicates a duplicate file, you can cancel, and the item does not need to be saved again.


Rep Updates

To accept updates made by a rep:

  • From Athena
    • Click Reps Icon (this is the bottom icon that looks like a person in a suit)
    • Click Rep Updates
    • Click Get Updates
    • Click on the Customer ID
    • Selected the check box next to the requested updates
      • If anything looks weird, just leave it and move on to the next customer ID. Let Ralph know. 
      • Do not accept DEA expiration date updates.
    • Click Accept


 

222 Forms

To prepare the forms to be mailed-

  1. Scan the 222 forms into the DEA222 folder. They do not need to be scanned individually. Just scan them all together as a single file.
  2. Print Mailing Labels:
    • In Athena, click “DETAILS” (this is the building with a person and capsule on it), 
    • Click “Customers”, 
    • right-click on any customer, 
    • click “Print 222 Mailing Labels”, 
    • click “Load”, then 
    • click “Print”.
  3. There will be a # written on the top left corner of the form that corresponds with the size of gray bag you need to insert into the envelope. 
    • ② = Small, ④ = Medium, ⑥ = Large, ⑧ = Extra Large, ⑩ = Extra Extra Large. 
    • Some returns will have multiple forms. The bag # will be written on the first form, the rest of the forms for that return will not have a bag # written on them. Pay attention to the reference # to make sure all forms for each return go in the same envelope.
  4. Fold the form in half & paper clip it to the 222 instruction sheet, along with the gray bag. Bags are organized by size in the bottom right drawer of the front desk. There may be some pre-stamped and folded on the table behind the desk.

Subsequent Sets of Forms: If you are given another 222 form(s) that day, scan it (them), then rename it with the date on the form and the letter a. Any other forms given to you that day will be scanned and renamed with the date and the letter following the previous letter you entered (a, b, c, etc.).

After the Fact 222 forms: Thomas will give you a stack of ATF 222 forms that you are to insert into the corresponding mail-in folder (see “Mail-In Folders” section).

 

To print additional copies of the 222 Mail-in instructions- (Attached below)


DEA/State License updates

Our website will not allow customers to complete the mail-in process without a current DEA or State License. Customers will email or fax images of DEA and State licenses for each store that may need to be updated. Reps will also email licenses when doing an on-site visit. 


Throughout the day, the DEA and State licenses will need to be updated in Athena, and the image/PDF saved into the Customer DEA folder, which can be found in File Explorer > Company Documents>Customer DEA. 


To update a license via email inbox:

  1.  Go to the DEA license email inbox and open the attachment.
    • *Important* State Licenses MUST be verified as active via the state's verification website before being added to an account, and you must add a call log indicating that you verified the license. Links to each state's verification page can be found in the Knowledge Base in Freshdesk.
  2. Update in Athena 
    • From the Customers tab, search for the customer either by DEA number, name, or address. 
    • Verify the information we have on file matches the information on the license. 
      • If it's different, we may have the wrong account, or we may need to speak to the customer to determine if something has changed. In the event ownership has changed, a new account will need to be activated for the new owner, and the old account will need to be closed. Contact Ashley to create the account.
    • Once the account is confirmed, click edit, update the expiration date, and click save. 
  3. Then save the image that is in the email to the Customer DEA folder under Company Documents. 
    • To Save to Folder: click the drop-down menu on the email attachment, click save as, select the Customer DEA folder (this is typically saved on your desktop)
    • *Important* Search for the account number before saving. An existing (albeit outdated) DEA may already be on file and will need to be replaced with the new one.
      • If a file already exists, select it and then save. A pop-up will ask if you want to replace it, click yes. This will update with the new DEA license.
      • If it doesn’t exist, save image/pdf as the customer ID number. 

To update the DEA paperwork:

  1. Check the fax machine in the mail room or the wire basket on the front desk to see if any new licenses have been received
  2. Follow the same procedure as above
  3. Scan the papers: 
    1. Stack together and lay in the top-loading tray on the Sharp printer
    2. Click Easy Scan
    3. Click Detail (in the top right corner)
      • It will ask if you want to exit Easy Scan, click yes
    4. Under File Format, Select PDF and make sure that the box “Specified Pages per File” is checked. 
    5. Click Address Book and select Cust DEA
    6. Click Start
  4. From the computer, open the Customer DEA folder and rename each newly scanned document with the appropriate customer ID number. 
  5. Recycle the scanned paperwork


Mail-In Folders

To print mail in paperwork:

  1. In Athena, Click “TOOLS”, “PRINT MAIL-IN REPORTS”. 
    • *Important* You can’t print “For Credit” and “Destruction Only” reports at the same time. Meaning if you check multiple reports to print, they must all be one or the other. 
  2. Select the report(s) you want to print. 
    • “For Credit” reports will have a number (typically 10, 30, 90) in the Service Type column. 
      • Check the box next to the customer ID you want to print, then click “Print” in the “For Credit” section. 
      • Everything that is already checked within that section can remain checked. 
    • “Destruction Only” reports will have DES in the Service Type column, 
      • Check the box next to the customer ID you want to print, then click “Print” in the "Destruction Only” section. 
      • Do not send “Destruction Only” reports to Geisinger accounts. Just print them, then recycle them. Do not print invoices to 9729, 10980, 10981, or 11526. Do not put “ERA Notification” sheets in destruction invoices.
  3. A PDF window will pop up, confirm the rates and such look appropriate for each customer. Close the PDF that pops up. A box asking if the report printed correctly will pop up, click “Yes”. 
  4. The report will print. 
  5. Place report in an RSI-branded folder as follows: 
    • In each folder:
      1. Put the Discrepancy Report (If applicable), 222 form instruction sheet, and username/password sheet in the right pocket of the folder. 
      2. Staple the rest of the paperwork & put it in the left pocket of the folder. 
      3. Insert a MedCollect flyer in the left pocket.
      4. Place one of the following in the right pocket or card slots of the folder.
        • If it’s the customer’s first return, add a thank you note and a business card from the customer's assigned dedicated customer service rep. The assigned rep is based on the state. (thank you cards are to the left, and business cards are to the right of the respective cubby.) 
        • If it’s the 2nd or subsequent return, add a business card in the card slot of the folder
  6. Print a customer address label (see instructions below) and stick it on the large white and green “First Class Mail” envelopes
  7. Insert the mail-in folder into the corresponding envelope
  8. Repeat the above steps for each mail in report. 
  9. If someone gives you 222s for After The Fact paperwork, you’ll print the paperwork from the ATF side of the screen. Print it like a regular mail-in and just add the 222 form to the paperwork.

 

Customer Address Labels

To print customer address labels: 

  • In Athena, click Details:
  • click “CUSTOMERS”, 
  • right-click on any customer, 
  • click “Print Multiple Mailing Labels”, 
  • enter the customer Id(s) you need a label for, 
  • click “Print”
  • Once done, click exit

If you happen to run out of labels, refills are in the middle right-hand drawer.


Postage Machine

adding postage to mail: 

  • Press the button with the orange light on it to turn the machine on. Wait for the screen to say “1st Letter”, 
  • Place the envelope on the scale and wait until the price changes to the appropriate postage. 
  • Press the green button
  • Run the envelope through the machine
  • Press the red button
  • Repeat until all mail has postage on it. The machine turns itself off. 

If the envelope is too big to fit through the machine, there are white sticky labels next to the machine that you can run through the machine instead of the envelope. Then stick the label to the envelope. 

 

Adding Funds: 

  • Click the coins button
  • Go to the second option "add funds", select the check mark button after
  • Always apply $1000, select the check mark button after

Resetting Scale:

If the machine has a weight or price on it before you have run any mail through it, you need to “Zero it Out”. 

  • Long press the scale button
  • press “OK” and wait for it zero out
  • then press “OK” again. 

Order ink or service:

When the machine says it’s low on ink, call Office Enterprises at 865-558-3001 & ask to place an order. 

The equipment ID for the machine is 26372. The ink will last about 2 weeks after it starts saying it’s low. They will mail 1 replacement at a time with a 90-day warranty. The invoice will be sent separately.

We have a service contract on the machine, so if it malfunctions, call the same # and tell them what’s going on. They’ll direct you further.

 

Incoming Mail

DO NOT FORGET TO CHECK THE MAIL! Just look at the mailbox throughout the day. When the flag is down, go check the mailbox. Sometimes they’ll bring it to you. 

  • If it’s addressed to RSI, but no one specifically, it goes to Mike. His inbox is actually on the table under the TV in his office.
    1. Unless it looks like a check received from a customer, then you will open it and place it in the box on the table behind the front desk to be deposited later. If you open it and it turns out not to be a check, that’s ok. Just put it on Mike’s inbox.
  • Bright yellow envelopes, red envelopes, and Fed Ex packages addressed to someone who doesn’t work here or “Pharmacy Manager” go to the CII department (Dakota or Jimmy).
  • Return authorizations go to Tim.
  • Insurance companies (Nationwide, Blue Cross, etc.) go to HR.
  • Obviously, if it’s addressed to someone specifically, give it to them or put it in their mailbox.
  • Anything for Adrienne can go in Eileen’s mailbox.


New Accounts

New account requests come via fax, email, or phone. Give these to Ashley (or Nicole, if Ashley is out of office). 


To set up a new account, do the following:

  • In Athena, click “Details”, then “Customers”, then click “Add”.
  • Complete the form and click “Save”. 
  • If it’s a mail-in customer, email them the New Account Mail-In Email with their username and password.
  • If it’s an on-site customer,  email them the New Account On-Site Email and create a Freshdesk ticket for the group “Scheduling” for them to call and schedule an appointment.

Email templates are available under the knowledge base in Freshdesk. 


Fedex PRP Pickups (Onsite Customers Only)

When a rep has completed their on-site return for a customer. They will schedule a pickup from Fedex for the following business day. On occasion, there may be a missed pickup and a new PRP will need to be requested. This is for on-site customers only. Mail-ins use UPS labels. 


To create a PRP pickup, do the following: 

  • First check the account call log to make sure a PRP has not already been scheduled
  • If this is the first time the customer has called about a missed pickup for a specific return:
    • go to https://www.fedex.com/grd/rpp/ and complete the required fields. (You only need 1 tracking number from the return and you can find that by clicking on the RA ref#, then click "INVOICE" and copy one of the tracking numbers at the bottom.) 
    • Once completed, create a ticket for this PRP and assign it to Lisa 
  • If this is the 2nd or subsequent request for a specific return:
  • Add a call log to the account with the PRP number and the number of boxes


If you have questions, you can ask Lisa.


 

 

Weekly/Occasional-


Ordering Supplies

On Fridays, check the cabinets in the kitchen upstairs and the kitchenette downstairs for plasticware to see what we may need. Tell Lisa if you need to order plasticware, napkins, or plastic cups.

 

On Wednesdays, needed supplies are ordered from Staples. So, anything for the coffee station/kitchenette, the cabinet under the sink, the cabinet with the plants on it, and the supply closet all contain supplies that are ordered from Staples. i.e. Office supplies (pens, post its, notebooks, etc), Food service (plates, bowls, coffee cups, etc.), and coffee supplies (stirrers, creamer, hot chocolate, etc.) 

 

To create a Staples purchase order: 

  • In Athena click “TOOLS”, click “WHAT CHU NEED”, right click in “Previous P.O. Numbers” grid, click “Create P.O.” In the box that pops up, click “Yes.” 
  • Choose Staples from the “Vendors” drop down menu.
  • Choose the items you need to order from the “Items” drop down menu. 
  • Once you finish, click “Complete P.O.” then click “Complete Purchase Order” in the box that pops up. 

Now you have to login to staplesadvantage.com and order the items from the P.O. you created. 

  • To login to staplesadvantage.com- 
    1. account number “1492170ATL”
    2. User ID “EILEENS”
    3. Password “ESULLIVAN”
    4.  Change the “Ship-To Locations” to Knoxville and click “OK”. 
  • Click the person icon, click “QUICK ORDER”, enter the item #s and quantities in the appropriate fields. Once you either fill all available fields or complete your order click “Add”.

A/W Supply

UserId: Esullivan@drugreturns.com

Password: return_solutions


 If you have more items to order, repeat the previous steps until your order is complete. Click the icon of the shopping cart, enter the P.O. number of the P.O. you created in Athena in the “P.O. Number” field and submit your order. 

PLEASE MAKE SURE YOU PUT THE ITEMS AWAY WHEN THEY ARRIVE ON THURSDAY. IF YOU DON’T KNOW WHERE THEY GO, ASK Sherry or Leslie.

 

Ordering address labels

You are responsible for ordering labels for your Dymo printer and the conveyor in the warehouse. I order labels when I have 1 roll of labels for the Dymo left. 

  • Go to labelvalue.com
  • Sign in with username: esullivan@drugreturns.com and password: Returnsolutions
  • Click My Account
  • Click Reorder
  • Duplicate previous order

 

FedEx Account Info

FedEx login to order airbills or envelopes: 

Username: drugreturns 

Password: Password1 

Account #: 2369-0989-1

 

Deposits

Go to: https://www.remoteimagedeposit.com/FCBNC/Login.faces?DOMAIN=customerDomain&LOCALE=en_US&SHOWTIPS=true

Login with:

Username: return_solutions

Password: ReturnSolutions5!

 

To do a deposit: 

  • Click “Create Deposit”, 
  • Enter the declared amount that either Leslie or Mike gave you, 
  • put the check in the reader facing away from you, then click “Start Capture”. 
  • After the reader scans the checks, the balancing difference should be $0.00. If not, find the error (yellow triangle with an exclamation point) and correct it. 
  • Once the balancing difference is $0.00 you can transmit the deposit. 
  • Once the deposit list pops up, under “Tasks,” select “Edit this deposit’s details for the deposit you just transmitted. Click “Deposit Receipt”. 
  • Print the report. 
  • Attach it to the checks and file deposits from Leslie in the cubby on your desk, and file deposits from Mike on the shelf behind your desk.

 

Folding Checks To Be Mailed

Mike will print all the necessary checks at once and then have you prepare and mail them out. He will typically tell you how many checks are within the pile, and you’ll want to make sure you have the correct amount. Folding the checks and stacking them in groups of ten before placing them in an envelope is usually the easiest way to make sure you have what you need. 

Checks go in the solid white envelope with clear windows (white interior too). Only one check per envelope (obvi). 

Sometimes you may have to take them to the mailbox down the street. (The one on Innovation Road next to the 3M building is the closest. Get on Dutchtown like you are going to the Pellissippi exit. Innovation Road will be the first red light. Turn left and you will see the mailbox.

  • Voided Checks- a Negative Check Letter must be sent with each voided check. (Attached Below)


Service on Printers

If any of the Savins/Sharp malfunctions, call Sharp at 865-246-0070 and tell them what’s going on. You’ll need the equipment ID for the machine. This information is located on the printers. 

 

Ordering Rep Printers & Peelers

To order Brother printers go to cdw.com. Log in with username: esullivan@drugreturns.com and password: Returnsolutions. The model # of the printer is TD-2120N.

If a rep sends a broken Brother printer, find its serial # on the back of the printer, and check CDW’s website to find the purchase date.  If it was purchased within 2 years, it’s still under warranty.  find out what’s wrong with it, hook it up to your computer, then call 800-255-0415 to troubleshoot the issue.

 

To order Brother printer label peelers, go to brothermall.com. Username is esullivan@drugreturns.com. Password is ReturnSolutions1. Look up the printer & locate “Accessories”. The item # for the peeler is PA-LP-001. 

 

To order Canon printers, go to usa.canon.com and login with username: esullivan@drugreturns.com and password: Returnsolutions1. When you receive the printer, register it on their website.

Any printers you order need to be tagged by Ed. If you must send one to a rep, do not send them the boxes to Brother printers. Store those in the storage room. Ed needs to document the # of the printer.


Ordering Coffee

Order coffee as needed from Gregg Wilhelm at Three Avocados gwhilhelm@threeavocados.org

 

Renting Cars

  • Go to hertz.com
  • Scroll all the way down and click “Applicant Program”
  • Enter “44080707”
  • Rent a medium sedan from the Seven Oaks Drive location for the dates John specifies
  • Use Hertz Business Rewards login to redeem free day certificates
  • Hertz Business Rewards login: Username: HBR082420 Password: ReturnSolutions1

 

Mail-Ins Delivered by Customers or the Mail-Carrier

  • Make sure the customer submitted their return online
  • Get a mail-in guy to help them get their boxes if necessary
  • Give it to someone in the mail-in department

 

MedCollect

  • Apply decals to cabinets
  • Put kits together 
  • Ship orders to customers
  • Upload destruction paperwork to customer accounts
  • Update the disbursement spreadsheet periodically using information from Braintree