SOP/Reorder Process
Provider on the last reorder
What is must match the current PCP?
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What is State and Responsibility?
OSH Authorization of Release of PHI (ROI)
What is HIPAA document?
Contact Hub
What is creating a Triage CRM or patient lookup?
PRG, HRV, MWV, & PDV
What are appointment types Pharm Techs can schedule?
3 months or more without a dose change
What is a Standing Order?
Medication reorder request from patients via the Call Center Advocates
What is CRM In Basket?
Patients DOB, Patients Phone #, and first and last name
What are HIPAA verifiers?
Resources and documents location
What is the Trunk?
Must be scheduled based upon open tickets
What is PRG, HRV & MWV?
Mulitple request some in scope and some out of scope
What is reorder medications that meet SOP 1st then route remaining request to the provider?
Medication reorder request from patients via EPIC MyChart and Pharmacy Request
What is RX In Basket?
Inbound calls per hour
What is 5 calls or more?
Current Meds Only
What is uncheck to see expired and D/C medications?
Considered a follow-up visit after a patient is discharged from a facility of more than a 24 hour stay
What is a PDV?
How do you identify an external provider
What is the man icon with the chat bubble ?
No option to leave a voicemail when working on CRM
What is 3 call attempts?
Phone number provided does not match phone number on chart
What is verify the address and update phone number?
Patient intial request is not pharmacy related
What is a warm transfer to Transfer Service Priority?
Transportation eligibilty is located where
What is the Story Board?
Guidelines apply to nurses, PharmDs, and Pharm Techs that have knowledge and understanding of medications commonly used and prescribed within Oak Street Health.
What is SOP?
All CRM's start with _______.
What is Clinical Call?
Pharm Tech provides patient with their name, title, company, and a friendly greeting
What is a proper introduction?
Patient demographic information, last appointment, cadence cohort as well as other clinical items
What is the Story Board?
HIGH, MEDIUM, LOW
What are the Visit Cadence Cohorts?