It's the most wonderful time...

One of my favorite times of the year is Christmas Break.  It's a nice respite from school and allows for more time to work.  When school is in session, I don't have the opportunity to work a lot and it's nice to be able to do so during this time when everyone is in such a great mood.  It has been extraordinarily busy this week (some of our biggest days in the last 5 years in terms of sales), but that's a good thing.  It's good for business and it makes the days go by faster. 

With the increased volume of people coming and going, I have been doing just about every task in the store that needs to be done at one time or another.  That's one of the things I think is so cool about the independent pharmacy business model and our customer service attitude.  We (employees) aren't locked in to a certain role or task.  Yes, we each have our primary responsibilities, but when it gets busy, we all pull together to do what needs to be done for the customers who are there.  In the last week I have sold gifts and jewelry, walked around the store helping people find things and offering shopping baskets, answered questions on the phone that I wouldn't have usually (about casserole dishes and princess earbuds, etc.), and many other things that don't usually fall under the "pharmacist intern" job description.  But when the holiday season is here and the demand falls more towards gifts and seasonal items, that's where we all spend more of our time.

I can't speak with full knowledge, not shopping at any of the chain stores, but I don't think that you get the personal service when you shop at some of those big box stores/pharmacies.  Little things that we do such as walking someone to a product rather than pointing, providing gift wrapping, allowing gift purchases in the pharmacy, grabbing something from the shelf for someone in the drive-through who can't find a parking space, or inviting people in a long line to come to the pharmacy registers to pay, are easy to do but mean a lot for people who are especially busy getting ready for Christmas.  That extra service is what sets us apart from the rubber-stamp mediocre pharmacies on every street corner and is why we have such a loyal customer base. 

People are also in a really good mood around this time of year.  Most of the people who have come in this week have been especially jolly and even if they aren't, a simple "Merry Christmas" brings a smile to their face as you complete a transaction.  (Yes, I say "Merry Christmas" to people instead of "Happy Holidays.")  There are still a few that can't be satisfied as usual, though.  I had an interesting comment from an elderly lady who was being especially crabby and blaming us for her doctor not phoning in her prescription, one that I don't think I'll get again.  After filling her prescription and returning to sell it to her, she apologized: "sorry, I'm not usually this much of a bitch."  Her words, not mine.  I was still a little annoyed at how rude she was at first, but I was taken aback by her unusual apology and couldn't help but laugh once she left.

I have a day off tomorrow, which is good because I don't have any shopping done yet.  I browsed Northgate Mall and the U. Village for an entire day on Sunday and found nothing but a wallet and shirt for myself.  Hopefully tomorrow will be a bit more fruitful since it's the last opportunity to shop, as I work Christmas Eve (that's a good thing, though…my favorite day of the year to work). 

In other news, I made two technology additions to my life this week, one of which was Hulu Plus.  I don't have cable, and I figure that Hulu Plus will be a good way to watch the few current TV shows I like, and even with a few commercials, $8/month isn't too bad for on-demand television.  I also got a twitter account, though I haven't "tweeted" yet.  One of my best friends broke down and got a twitter, so I figured I should jump on the bandwagon too.  I don't care about the lives of most celebrities, but some of them have funny things to say from time to time, so it will be worth some occasional entertainment if nothing else.

Gotta love Medicare...

One of the more irksome parts of my job is dealing with difficult insurance companies, as I do the billing for things that aren't automatic through our prescription software.  The two that are most difficult to interact with and are the most frustrating are Medicare and Medicaid.  One of the biggest chunks of time I spend with that stuff is dealing with Medicare billing for things like test strips, lancets, catheters, etc.  We had to go through a huge accreditation process to be able to bill for those things and since then, it seems like it's getting worse and worse.  The worst part is the documentation they require, but I'll go into that later.  My newest gripe with them is their process for reversing claims.  With prescription drugs, you can simply reverse the billing through the computer and everything happens in a matter of seconds.  Try that for Medicare, though, and you get a message that says "this claim cannot be reversed because it has already been captured by Medicare."  Great…  But, like every government organization, they have a form for every job. 

One situation that would require this form is if we refill someone's test strips then they end up going to long-term care or decide they don't want them after all.  Before anything can happen, the claim has to be processed and paid, which can take 2-3 weeks.  Then, when the claim is paid, I have to fill out a full-page form documenting the payment.  To do this, I basically copy information off the stuff that Medicare just sent me, so I can send it back to them.  Good use of time, right?  There is an option for "immediate offset" where you don't have to send a check, but they just subtract the reversal amount from a future payment.  I select that, then fax the form back.  Then, I wait about a month.  Typical turn-around time for Medicare/Medicaid paperwork…  I did this for the first time a few months ago, so I didn't know what to expect.  When they finally responded, I got a letter saying something like this: Our information indicates that the patient did not receive this product/service.  Therefore you have been overpaid and must remit this amount immediately to avoid incurring interest.

Duh! The information they speak of is the form that I sent THEM telling them that the patient didn't get their test strips for whatever reason.  So basically, I filled out all this paperwork telling them to please take back their money and then got a letter insinuating that I knowingly billed for services not rendered and they somehow found out about it.  It's kind of like situations I've heard of elsewhere where the boss asks for an overview of some procedure that an employee has come up with to complete a task then comes back saying "this is how you need to be doing things."  Well of course it is!  That's what has been going on all along and what the employee just passed on to the supervisor.  I think it must just be a power issue.

It's very nice to be on a break from school.  I am working almost every day, but no matter how my time is spent, I'm much more content when school is out of session.  I've been able to spend time with some friends, catch up on a couple TV shows, and learn how to crochet.  Plus I just watched A Christmas Carol for the first time.  I'd seen some animated version a long time ago but had never seen the real movie version.  I tried to go shopping today, but didn't end up finding any Christmas gifts (besides the new wallet and shirt I found for myself…)  Maybe tomorrow…

Stoicism and Equanimity

I just watched an online lecture for a class about Stoic Philosophy (so credit for most of what I'm going to say goes to Dr. Hansten).  Now, I'm not usually one to dwell on things like philosophy, but I think the Stoics have a lot of good ideas.  I didn't even realize that I employ some of their tenets in my life, and now that I know more about this school of thought, I think I might try to consciously employ more of them.

Being a stoic thinker is being a realist.  There are people out there who are jerks, and unpleasant things are going to happen sometimes, but the important thing is to realize in advance that you will encounter these things and these people.  If you consider this ahead of time, when you encounter that rude driver, for instance, the expectation that he's going to cut you off will make it not as surprising or irritating when he does.  Another stoic belief is that if something distresses you, it's not that thing itself, but your impression of it.  You may not have control over what happens to you, but you do have control over how you deal with it.  Don't turn adverse events into something negative; make the best of it.  One example of a stoic is Phillip Verheyen who had to have his leg amputated in the 17^th century.  Instead of getting upset about it, he seized the opportunity and dissected his leg, becoming the man to name the Achilles tendon.  This is an extreme example (and slightly gruesome for some, perhaps) but the message of turning adversity into advantage is a good one.

Another stoic belief is that the most important characteristic to have is virtue, or integrity.  Being just, unselfish, truthful, and even-tempered should be not just something you do from time to time, but a habit.  Stoics also believe in simplicity.  The path to happiness is not through riches, but through integrity.  Riches can bring temporary joy or happiness, but you get used to it pretty quickly and in the end are no happier than before.  If fame or fortune does become a part of your life, though, it is important to maintain your humility.  Furthermore, it is crucial to show equanimity (mental calmness and composure) in the face of adversity.  For example, if someone has bad breath, it doesn't do much good to get angry about it, since it's so trivial.  The quote that popped into my mind with this piece of stoic philosophy is from Bill Murray's speech in "Meatballs:" "It just doesn't matter!, It just doesn't matter!..."

Perhaps the most important stoic tenet is what they call the "sphere of choice."  This is what you get when you divide the elements of life into things you can control and things you cannot.  Focusing on that "sphere" of the things you can change is what will bring contentment to life.  Since you can't change the past, it doesn't do you any good to agonize over mistakes you made.  Simply learn from them and move on.  To a true stoic, minor annoyances don't cause anger.  Major setbacks might elicit the same emotional reaction as anyone, but over time, these principles can be applied to the problem so that rash emotions don't persist, but a positive spin on things can be maintained and equanimity is what prevails.  Something more well-known that is completely in line with stoic thought is the serenity prayer:

            Grant me the serenity to accept the things I cannot change;

            Courage to change the things I can;

            And the wisdom to know the difference.

I think that the stoics have it right.  There's no sense in wasting time on things that cannot be changed or getting upset over small annoyances.  In most situations that seem undesirable at first, lessons can be learned or positive aspects can be extracted so that in the end, you're left with a sense of calmness and composure.  I think that living life with all of these thoughts in mind will make you a happier person (and more pleasant to be around).  Now I'm not advocating being optimistic to a sickening level, but just being realistic and not dwelling on the negatives.  Who knew…? I'm a stoic and I didn't even know it…

Hang Up and Live

Cell phones are great, but they're becoming so much a part of people's lives that they are forgetting about other parts of their lives, such as common courtesy and watching where they're going.  One of the things that grinds my gears most at work is when a customer is on their phone.  There's a time and a place to have long, personal phone conversations and when you're picking up your prescription isn't one of those times or places.  If I'm giving my full attention to you, I expect you to at least give me more than a minimal sliver of your attention.  It's just rude, plus it takes longer to conduct the transaction as I have to wait for them to acknowledge their next step in the process.  When someone's brain is on a phone conversation, it takes significantly longer for them to realize when it's time to sign their receipt, when it's time to walk away, etc.

My preference is to not wait on that person who is talking on his or her phone.  If there's someone else waiting or something else I could be doing, I'll say (politely) "I'll wait until you're done with your phone call."  This isn't possible sometimes, though.  With the addition of the drive through, I have seen a lot more of this divided attention.  People are on their phone while driving and sometimes even on super-loud-speakerphone mode so I can hear the person on the other end better then the person in front of me.  In this case, I can't really let someone else in front of them, but I don't even try to ask them how they're doing or tell them to have a good evening because I know they aren't paying any attention to what I'm saying; just going through the motions.  Even worse than continuing their phone call is when they actually apologize to the person on the other end for interrupting their ever-so-important call to be inconvenienced by me trying to explain their medication to them.

My other gripe with cell phones is when people find it more important to text than to watch where they're going.  You see this all over campus, especially.  Someone has their earbuds in and their full attention is on their phone.  It's just annoying when you have to dart out of their way.  Sometimes I don't, though, until they are close to running into me and notice at the last second.  It's kind of mean, but it's fun for me and maybe they'll "pull over" to the side of the walkway the next time they need to read a text.  They do have one advantage, though.  When confronted by a guy in Red Square handing out literature or bibles or the like, you can use the texter as a moving human shield to avoid being accosted!

Finals are coming up very soon.  In less than a week, I will be free (to work), but I have a lot of learning to do between now and then.  This will be interesting with an 8 hour shift tomorrow and a work party on Saturday, but I'm not all that worried (…yet.  Talk to me again on Sunday night).  The good thing is I've finished listening to all of the Harry Potter audiobooks so I won't be distracted by that.  The two biggies are back to back on Monday then another one on Tuesday.  Not much separation, but I guess that means they'll be over sooner.  Always look on the bright side of life, I guess…

No such thing as a stupid question?

Many teachers will say that there are no stupid questions.  This is false.  Anyone who has taken a college class knows the feeling when that one "question guy" raises his hand.  You think to yourself "NO! Put your hand down!" and once they are called on and start talking, you just keep saying "shut up, shut up, shut up…" in your head until they are done.  I have had the (mis)fortune to have a number of these people in classes over the years and they come in all different forms.  There are those who are out to prove their intelligence, those who are a little slow on the uptake, and those who are just plain oblivious.  If only they had a guide that they could consult before raising their hand that would tell them when it's appropriate to raise their hand, interrupt class, and waste the class's time.  Following are a few reasons that one should not raise his or her hand.  They're all inspired by real people and many of them happen on a daily basis.

• If you weren't paying attention and are about to ask about something that was just clearly and completely covered, ask your neighbor, don't raise your hand.
  
• If the professor misspoke in a way that was completely obvious to everyone in the class, didn't cause any widespread confusion, and the only thing correcting him will accomplish is to waste time, don't raise your hand.
  
• If you're about to ask a question to which you have a full understanding of the answer and are only asking it to show how much more you know than the professor does, don't raise your hand.  After all, your classmates are not paying the University to hear random, unrelated bits of knowledge you have from your previous graduate studies.
  
• If you're going to ask a question then talk to your neighbor when it is answered, don't raise your hand. (This especially applies to clarification questions about things everyone else understands.)
  
• If your question goes into depth about some minute detail that is off-base from the main point of the lecture, don't raise your hand.  This is what office hours are for.
  
• If you didn't understand something and only got around to wondering about it fifteen minutes after it was covered, don't raise your hand.  You missed your chance.  Stay after class and ask.
  
• If you just want to add your personal opinion to that of a professor who is an expert in his or her field, and you are not an expert in that field as well, don't raise your hand.
  
• If you have asked more than a few questions in the last hour (comprising a majority of the questions asked in total), don't raise your hand.  Either you don't understand the material or you want far more depth than the lecture is designed to go into.  Find a time to meet with the professor outside of class.
  
• If you can't see the board and can't take notes fast enough to get everything as the professor speaks, don't raise your hand to ask "what does that say," especially when he just read it aloud.  Sit closer or look off a friend's notes.
  
• If your question incorporates the phrase, in whole or in part, "could you repeat everything you just said?" don't raise your hand.  You should have been paying better attention so you could ask a more pointed question.
  
• If the professor made a joke and you missed it or didn't understand, don't raise your hand.  Again, that's what the people sitting next to you are for.

Professors handle these situations in a few different ways.  Many of them say "good question" and answer it fully.  This is sometimes frustrating as it is a waste of time for those who are paying attention and who have at least an average intelligence level.  The second part of the majority just answer them hastily and move on.  My favorites, though, are the snarky ones.  I had one professor who refused to call on a particular student (a know-it-all type) after one too many outrageous questions.  To one, he responded "That is far beyond the spectrum of this class and I am not going to answer it.  I would be happy to talk to you during my office hours."  Another favorite of mine is when a particular Med Chem professor who, when asked a stupid question, would just start laughing and tell that student it was a stupid question, laughing all through his completely sarcastic answer.  All I have to say in conclusion is: when in doubt, keep quiet and ask after class or send the professor an email.  I know this quotation doesn't fit the situation completely, but I really like it: "It's better to remain silent and be thought a fool than to open your mouth and remove all doubt."

Customer Loyalty

Loyalty is important, especially when the subject is retail businesses.  With the ever-growing corporate conglomerates taking over family-owned and independent businesses, the loyal customer base is what keeps them alive.  I have worked for an independent business for 8 years, and I have seen both sides: the truly loyal, and those who just use us when it's convenient. 

When I need to go the store to get something, I generally choose the small store or the one that is less of a corporate chain.  I think this is in small part due to my own and my family's history in family-owned business, but the main factor is the service I get.  In general, a smaller store is going to give you more attention, better knowledge of their products, and a friendlier attitude.  One example that comes up a lot is hardware.  It is about the same distance from my apartment to either Home Depot or the Maple Leaf Ace.  I know that if I go to Home Depot, I will usually find exactly what I'm looking for and it may be at a lower price, yet I still go to Ace.  Why?  The things that Ace offers outweigh any benefit of Home Depot.  Yes, I need to go to a large store sometimes (buying lots of lumber for instance) but I try to go to Ace (or McLendon's – shout out to the Woodinville and Port Orchard stores!) whenever I can.  They may not have exactly the product I'm looking for, but their knowledgeable staff will help me find something that will do the job (and I have found that they carry a lot more than you'd expect for such a small store).  Not only that, the level and quality of service is far superior.  Everyone is happy to greet you as you come in, and there is always someone available to help if you have a question or need to locate something.  I once had three different people come to help me at once and they had to figure out who was going to answer my questions.  In the large stores, it's like pulling teeth to even get someone to acknowledge you.  I've even seen employees dart out of an aisle to avoid having to help a customer.  These customer service strengths are the reason that I will continue to give my business to small stores with good service every time I have the opportunity.

It is frustrating to me when people come into the pharmacy and are obviously "using" us just because it's convenient.  Some of them get their prescriptions from a mail-order company because they can save a little money.  But when they need advice, need a prescription filled quickly, or need a few days to get them through because the mail hadn't come yet, they come to us.  I am more than happy to bend over backward for our loyal customers.  However, it irks me when I have to go to extra lengths to accommodate these fair-weather customers, especially when lengthy calls to their insurance companies are involved.  Plus, when they call or come in to ask a drug question, we give them our time and dedication only to get nothing in return just because we can't offer $4 generics or super discounts.  It's really too bad that some people play the system like this.  They should either choose to give us their business and maybe pay a little more for high-quality service or settle for a competitor's crappy service to save a buck.  I'd like to say you can't have your cake and eat it too, but they do in this case. 

On the other side of the coin, it always brightens my day when customers' loyalty is evident.  One example is the families that have been coming to the store for a long time.  Many customers have come into the store since before many of the current employees started working (half a century for some).  We also have a few families who have four generations as current customers.  We also have those who move far away and still get their prescriptions from us (Alaska, Montana, etc.)  Some people go South seasonally, but rather than transferring their prescriptions to a local pharmacy they choose to have us mail them because they want to continue to give us their business.  Sometimes a particular product is in short supply.  We offer to send people to another pharmacy to get it filled right away, but it's always nice to hear them say "no thanks, I can wait a couple days; I'd rather get it filled here."  All of these examples of loyalty are fueled by these customers' appreciation for the quality of service that we provide. 

When choosing where to buy something, the decision should be made not on how much you'll save (within reason…major purchases should still include comparison shopping) or the few minutes you might save by not driving a little out of the way, but on the quality and history of service you've received at some of the smaller competitors.  When you find a place that meets your needs and provides consistently excellent service, stay loyal to them, because that loyalty is what keeps them going.