Script

Thanks for calling ChemoCars, my name is Saul. I'll help you with your free Chemo (pronounced "KIMO") -Cars ride

1. Would you like to request a ride?

2. Are you calling from Amarillo?

If not, “Are you calling from Los Angeles?

3. Great, is this your first time riding via ChemoCars?

If “Yes” - go to “First Time Rider”. If No, next question

4. Are you calling because you JUST finished treatment and need a ride home now?

If “Yes” - go to “Request A Ride Home”. If “No”, next question

5. Are you calling to schedule A RIDE TO Treatment?

If yes,

“Great. I’m going to ask you a few quick questions and then we’ll book your ride.”

A) Please confirm I’m speaking with the person who needs a ride.

If not, ask to put the rider on the phone. If passenger has difficulty speaking, you can talk to the guardian, but you must get a verbal 'confirm' with passenger that they understand / at the end of the call.

B) Please confirm this is not an emergency, this ride is not for surgery, and you won’t be put under anesthesia. Is that correct?

C) Please confirm that you can board and deboard the vehicle without assistance. A vehicle is a car, truck, or SUV.

6. Perfect, what day an time would you like the CAR TO ARRIVE AT YOUR HOUSE.

We only provide rides starting at 7:30am to 6pm on weekdays.

If they say they want a ride on a weekend, replay “we don’t provide weekend rides at this time.”

If they want a ride more than 3 weeks in advance, reply “we don’t schedule that far in advance. Please call back 2 weeks before your ride.

Proceed to book a ride to treatment -CLICK BUTTON BELOW.

Request A Ride Home- (Target <2 min call)

Ok, I’m going to go through a few questions/confirmations.

1. Hi, can I please have your first and last name?

   Open Lyft and find them.

2. To confirm, I speaking with person who needs a ride - correct?

   If not, ask to put the rider on the phone. If passenger has difficulty speaking, you can talk to the guardian, but you must get a verbal 'confirm' with passenger that they understand / at the end of the call.

3. “Is your cell phone still…..[read what is in Lyft’s systems].”

   If no, ask them the address of the pickup.

4. “Are we picking you up from……[read what is in Lyft’s system from drop off]”.

   If no, ask them the address of the pickup.

5. In Lyft, click “Schedule Return” button…so you have the correct home address “Are we dropping you off at the same place we picked you up from earlier today”? READ THEM WHAT IS IN OUR SYSTEMS.

   If they say “No” - ask the for the address they need to go to

6. To confirm - Are you able to board and de-board the vehicle without assistance - correct?

7. To confirm, you need a ride home RIGHT NOW - correct?

   I’m asking b/c we only book rides when someone is completely finished treatment, checked out, and ready to go home. Since cars can usually arrive in minutes.

8. OK, I’m booking your ride right now. In a moment, you’ll get a text message with the make, model, and color of the car and driver’s license plate.

9. Great. Your car will arrive momentarily. Please double check the driver’s license plate vs. your text message. You want to make sure you’re getting in the right vehicle.

10. Please keep your cell phone on and answer ANY phones call you receive - even if you don’t recognize the number.

11. Lastly, I will be sending you a text message with a link to survey. Text will be from me - “Saul”. Filling this out really helps us and takes about a minute.

Amarillo Location List

• Harrington Cancer Center – 1751 Wallace,

• Panhandle Cancer Care - 1301 S. Coulter,

• Texas Oncology 1000 S Coulter FRONT,

• Texas Oncology 1000 S Coulter BACK,

• Texas Breast Specialist-1000 S Coulter,

• Texas Surgery Specialist FRONT -1000 S Coulter,

• Women's Oncology - 7201 SW 34th Ave,

• 24 Hr in Canyon Survivorship Center - 6600 Killgore Drive,

• BSA Hospital -1600 Wallace,

• Harrington Breast Center - 1310 Wallace Blvd,

• 6 Medical Park Drive,

• BSA Outpatient Therapy -5111 Canyon Dr,

• Panhandle ENT - 3501 Soncy Rd #140,

• Amarillo Urology - 1900 Medi Park Dr,

• Amarillo Urology - 8207 W Amarillo Blvd, One Time Exception

• TMD Men’s Health – 1946 Civic Circle Amarillo, Tx 79109

LA Location List

• Torrance Memorial Hunt Cancer Institute

  • 3285 Skypark Dr, Torrance, CA 90505 - Chemo, Cancer Support Center, Imaging.

  • 3330 Lomita Blvd, Torrance, CA 90505- Main Hospital / Radiation.

First time rider - Register and Book

OK. We’re going to register you RIGHT NOW right over the phone. In total it should take approximately 5-10 minutes.

1. First, we’re going to check your eligibility.

2. Second, we’ll have you agree to our terms of service.

3. Lastly, you’ll book the ride. And spend a few minutes going over EXACTLY what to expect on your ride to/from treatment.

This 10 minute on-boarding is designed to make riding a STRESS FREE - Experience.

PRE-SCREEN QUESTIONS

1. For LA riders only, which treatment center do you need a ride to?

   We are only providing rides to Hunt Cancer Institute in Torrance at this time.

   If they need a ride to someplace else state, “We’re only providing rides to Hunt. Let me call the my boss to see if we’ve added your treatment center to our list. We will call you back shortly. Get their phone number.

2. Am I speaking with person who needs a ride?

   (If not, ask to put the rider on). If a guardian, they HAVE to go w/ them EVERY trip and we need guardian's cell phone. Passenger must still AGREE to terms of service.

2. Next, we need to see if you live within our Geographic coverage area. What’s your home address? The address we'd send a car to picking you up?

Amarillo Map - check here ———CLICK HERE FOR LINK TO AMARILLO MAP—————]

LA Map -check here —-CLICK HERE FOR LINK TO LA MAP——]

Once you find the address - double check the closest cross street. For example “is that close to 10th street?”

3. WHEN DO YOU YOU WANT THE CAR TO ARRIVE AT YOUR HOUSE. I NEED THE DATE AND THE TIME.

Beginning of Day Instructions

• Log-in to Lyft.

• Check “Slackbot” and “Advanced Integrations” email to see if there are any new rides scheduled that were emailed by “Answering Service Care”. If so, add them to a) Google Calendar; b) Lyft’s “Upcoming Rides”

• Compare Google Calendar’s schedule to Lyft’s Upcoming Rides Schedule. If any are missing, add them.

• Log into your personal extension on Phone.com. Saul = 502. Mario = 503.

• Test your phone lines to ensure your computer rings

  • Call 704-981-2010

  • Your computer/app should ring.

• Message Slack

  • “Logged In, Phone Checked, Answering Service Checked, Google Calendar Checked - and upcoming rides of the day booked in Lyft””.

End of Day Instructions

• Update “Survey & Registration Tracker”

  • On “Survey” sheet, please add any riders from the day that are not currently in the Survey Tracker (add name and phone number).

  • On “Registration” sheet, please add any first time riders you registered that day

• Send Survey Texts

  • Log into 501 on Phone.com

  • For riders from that day that haven’t already responded (check google sheet tracker to see status), send text messages with the survey link.

• In the End Of Day slack channel

  • Note anyone that is still at the doctor’s office and may potentially need a ride home.

  • Confirm all scheduled rides for following day.

    • Check ‘Google Calendar’ tomorrow’s rides are in Lyft

    • Check Lyft’s “upcoming rides” are in Google Calendar.

  • Please note the first rider’s start time (“e.g. first ride is 7am Texas time w/ Alex)

  • Note any first time riders registered

  • Confirm no snow or adverse road conditions in Amarillo.

• Once complete, let us know you’re done for the day and state “Logging Off Now”

Car Accident Instructions

If a passenger was was just in a car accident, tell them the following:

1. Remove yourself from harms way.

2. Immediately thereafter, call 911 . If you think you may be injured, seek medical attention immediately. Tell 911 to send police for an accident report.

3. File an accident report with law enforcement.

   • Even if a police officer is not present at the scene, call and request them to come to your location so that you can file a report.

   • Inform the police officer that this involves an Uber and/or Lyft car service.

   • Take down the information from the parties involved, including driver’s license numbers, license plate numbers, and insurance information.

   • If possible, take pictures or video recording of the damages and the location of the accident. If there are witnesses, take their information as well.
     

4. Report to Lyft

   • Click here and select report an incident - CLICK

Once all parties are out of harm’s way and the necessary authorities have been contacted, call us to inform us of the accident.

IMMEDIATELY AFTER CONTACT ZACH - PHONE, SLACK, UPWORK…DON’T STOP CALLING UNTIL HE ANSWERS.