Refills
Name the TAT for a refill.
What is 5-7 days?
What does WISMO stand for?
What is...Where IS My Order?
Do you call clinical to lower the quantity of medication?
What is...yes?
Name the first thing you do if an application is slow to load, spinning, or freezing.
What is...clear cookies, exit internet explorer, and restart?
If you need to find the price of a medication and RX Connect is down, name 2 other systems you can use to find this information.
What is...
Argus, Rx Nova Call Connect, or Rx Lookup/RTM?
Are PDP members eligible for auto-refills?
What is...nope!
Where in OMS can you edit the address of an existing order?
What is...edit bill/ship?
What does Pending CMM mean?
How long does the CSR Password Reset temporary password last?
What is 30 minutes?
Recite the NPS (closing) statement.
What is the next refill date for non-controlled medications?
What is when 82% of their medication is used?
What information should you provide the member on every PRESCRIPTION STATUS call?
What is...team voicemail and extension?
Name THREE clinical misroute situations.
What is...
If your ebilling is down and your member wants to add a new card, what do you do?
What is...Transfer the case (ebilling slow or unavailable mentor doc)
What is...(open ended question)
What amount is the member's credit limit and what does this mean?
$100.00, that you can release the order on invoice if it's under $100.00.
Name the Mentor document that helps with Argus claim errors.
What is Actions for RxNova Error Codes?
Do you transfer to clinical to update member's allergies?
What is...yes.
When a member states they are having issues logging in to Humanapharmacy.com, what is one of the questions you should ask the member?
What is...(open ended answer)
If a member is calling to check the status of a grievance and it has been ten days without a response, what do you do?
Transfer the case
Name the TEN refill points that you must go over with the member.
What is....
FULL MEDICATION NAME, QUANTITY, AND DAY SUPPLY
TAT
EST COPAY
PAYMENT TYPE
ADDRESS
ORDER NUMBER
NEXT REFILL DATE
REFILLS REMAINING
ENOUGH TO LAST?
OFFER TO GO OVER OTHER AVAILABLE MEDICATIONS
Name the NINE WISMO points that you must go over with the member.
What is....
FULL MEDICATION NAME, QUANTITY, AND DAY SUPPLY
TAT
EST COPAY
PAYMENT TYPE
ADDRESS
ORDER NUMBER
ENOUGH TO LAST?
TRACKING NUMBER & METHOD if needed
If an order is in a doctor call queue, do you contact Clinical to assist?
What is...maybe!
If a member's Humana Pharmacy account is active in Epost but not CRM, what step is needed?
What is...create is a policy update? (email request to failed claims reprocessing)
Name the 7 PDP SMEs.
Shaquillae, Truneicia, Premire, Christina, Tonda, Janiqua, and Wakeelat.