📞 CMR Outreach Call Script

Pharmacy technician reference script for scheduling Medicare Part D Comprehensive Medication Reviews (CMRs) with eligible patients.

📋 Tech Reference · 💊 Medicare Part D MTM · 🏥 CMR Scheduling

Call Sections

1
Opening & Introduction
Greet the patient and identify yourself
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📢 Say "Hello, may I please speak with [Patient Name]?"
💡 Tip If a family member or caregiver answers, politely ask to speak directly with the patient unless the caregiver is listed as an authorized representative.
📢 Say (when patient is on the line) "Hi [Patient Name], my name is [Your Name], and I'm a pharmacy technician calling from Walgreens Pharmacy, Store 06733. How are you doing today?"

"I'm calling because our records show you may be eligible for a free service through your Medicare Part D prescription drug plan called a Comprehensive Medication Review. Do you have a few minutes for me to explain?"
⚠️ Note Always confirm you are speaking with the correct patient before sharing any health or medication information. If they say this is not a good time, offer to call back and document the preferred time.
2
Eligibility Confirmation
Confirm the patient qualifies for a CMR
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📢 Say "Your Medicare Part D plan has identified you as someone who may benefit from this complimentary service. To be eligible, a patient typically:"
  • Has Medicare Part D prescription drug coverage
  • Takes multiple medications for two or more chronic conditions (e.g., diabetes, heart disease, high blood pressure)
  • Is likely to incur annual costs for covered Part D drugs that meet a certain threshold
💡 Tip You do not need to verify these criteria on the call — your plan has already pre-screened and identified eligible members. Reassure the patient that they were specifically selected.
📢 Say "Your plan has pre-selected you for this service at no cost to you. It's already included as part of your Medicare Part D benefits."
3
Explaining the CMR
Describe what a CMR is and its benefits
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📢 Say "A Comprehensive Medication Review is a one-on-one appointment with our pharmacist — it typically takes about 20 to 30 minutes."

"During the review, the pharmacist will:"
  • Go through all of your medications — prescriptions, over-the-counter drugs, vitamins, and supplements
  • Check for any potential drug interactions or duplicate therapies
  • Make sure each medication is working for you and that you understand how to take it
  • Answer any questions you have about your medications
  • Provide you with a Personal Medication List and an Action Plan to share with your doctor
💡 Tip Emphasize that this is a personalized service — not a generic pamphlet or automated call — and that a real pharmacist will be giving them their full attention.
4
Scheduling the Appointment
Book a convenient time for the patient
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📢 Say "We can schedule this as an in-store appointment at our pharmacy, a phone call, or a video call — whichever is most convenient for you. Which would you prefer?"
💡 Tip Give the patient the choice first — don't assume they prefer in-person. Many Medicare patients prefer phone or telehealth options.
📢 Say (once preference confirmed) "Great! Let me check our pharmacist's availability. What days and times generally work best for you?"

"We have availability on [Day(s)] — would [Time option 1] or [Time option 2] work for you?"
📢 Say (confirming the appointment) "Perfect! I've scheduled you for [Day, Date at Time] for a CMR with our pharmacist. You'll receive a confirmation [call/text/message] before your appointment."

"To get the most out of your review, please have a list of all your medications, vitamins, and supplements ready — including anything you buy over the counter."
⚠️ Note Log the scheduled CMR appointment in the MTM Tracker as a "CMR Scheduled" entry for the appropriate date. Make sure the pharmacist is notified of the booking.
5
Preparing the Patient
Set expectations and help them get ready
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📢 Say "Before your appointment, it would be helpful if you could gather:"
  • All prescription medication bottles from your home
  • Any over-the-counter medications, vitamins, or supplements you take regularly
  • A list of any allergies you have to medications
  • Your insurance cards (Medicare and any supplemental coverage)
  • A notepad if you'd like to write down the pharmacist's recommendations
💡 Tip Reassure the patient that the pharmacist is there to help — not to judge or change their medications. They are a resource, and the doctor still makes all final treatment decisions.
📢 Say "The pharmacist will give you a written summary at the end of the review that you can share with your doctor at your next visit. It's a great way to make sure everyone on your healthcare team is on the same page."
6
Handling Patient Objections
Common concerns and how to respond
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🚫 "I'm too busy."
"I completely understand. The appointment is only about 20–30 minutes. We also offer phone or video options so you don't even need to come in. Could I schedule you for a time that's more convenient?"
🚫 "I already talked to my doctor."
"That's great! This review is complementary — the pharmacist focuses specifically on your medications and how they work together, which can be a useful resource to share with your doctor. Many patients find it adds value alongside their physician visits."
🚫 "Is there a cost?"
"There is absolutely no cost to you. This is a free benefit included with your Medicare Part D prescription plan. You've already paid for it through your plan."
🚫 "I don't think I need it."
"I understand. Many people feel that way, and some find it very reassuring to hear everything is working well together. Others discover small adjustments that can make a real difference. There's no obligation — it's simply a free benefit available to you."
🚫 "Is this a sales call?"
"Not at all — this is a clinical service provided through your drug plan. There is nothing to buy and we won't be selling you anything. The pharmacist's only goal is to help make sure your medications are safe and effective for you."
🚫 "I'll think about it."
"Of course, take your time. May I call you back in a few days? Or if you decide sooner, you're welcome to call us at 219-963-7355 and we can schedule at your convenience."
🛑 Important Never pressure a patient. If they decline, thank them for their time, note the refusal, and do not call about the same CMR opportunity again for at least 30 days unless the patient or plan initiates contact.
7
Closing the Call
Confirm details and wrap up professionally
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📢 Say (if appointment booked) "Wonderful! So to confirm, your CMR appointment is scheduled for [Day, Date at Time]. Our pharmacy number is 219-963-7355 if you need to reschedule or have any questions before then."

"Is there anything else I can help you with today?"

"Thank you so much, [Patient Name]. We look forward to seeing you! Have a great day."
📢 Say (if patient declined) "No problem at all, [Patient Name]. Thank you for your time today. If you ever change your mind or have questions about your medications, please don't hesitate to call us at 219-963-7355. Have a wonderful day!"
  • Log the outcome in the MTM Tracker: CMR Scheduled or Patient Declined
  • Note any callback preferences if the patient asked to be called at a different time
  • Notify the pharmacist of confirmed appointments so they can prepare the patient's medication profile
  • If using a confirmation system, trigger the appointment reminder
💡 Tip Always end every call — even declined ones — on a positive, friendly note. You're representing the pharmacy and the patient may call back later or recommend the service to someone else.

📊 Quick Reference: CMR vs. TMR

Use this table to quickly explain the difference between service types if a patient or team member asks.

Feature CMR Comprehensive Medication Review TMR Targeted Medication Review
Format Interactive — pharmacist speaks directly with the patient or caregiver Can be completed without direct patient contact; pharmacist reviews profile and sends recommendations
Duration Typically 20–30 minutes Generally shorter; varies by complexity
Deliverable Personal Medication List + Written Action Plan provided to patient Recommendation report sent to prescriber or plan
Patient Role Active participant; must be available for the session Passive; no appointment required from patient
Frequency At least once per calendar year per eligible member As clinically appropriate throughout the year
Outreach Needed? Yes — technician calls to schedule No patient scheduling required
Tracked In "CMRs Scheduled" column in MTM Tracker "TMRs Completed" / "TMRs Started" in MTM Tracker

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