SOP/Refill Process
Appointment in the past 6-12 months based on candance cohort, Standing order, Med listed under "Medications on MMP", No dose change in the last 3 months, and Prescriber matches PCP
What is the reorder meets SOP?
When a Pharm Tech reorders a medication and sends it to the pharmacy electronically
What is Medication Reorder?
Changing work location
What is must be preapproved by sup?
Additional pharmacy outreach
What is CVS Line and WAG Chat?
Must be completed before scheduling a PDV appointment
What is Patient Reported ADT form?
When a patient or pharmacy calls in for a medication change
What is Medication Change Request?
Maximum bridge supply
What is 60 days?
If there is no HIPAA document on file
What is advise caller to come in clinic or get a one-time verbal consent from patient?
Required fields on a Pharm Tech Note
What is best callback #, request and resolution, Hospitalized in the past 30 days, and caller verbalized understanding?
Appointment tickets
What is "Active Request"
45 days or less
What is refill if it meets SOP?
NY Patient
What is Pending Workflow?
If a phone call goes unanswered, refused, muted then disconnected before a patient can speak
What is call avoidance?
Action Needed
What is Out of Pharm Tech Scope?
Visit candence cohort location
What is Story Board?
Request outside of Pharm Tech scope
What is Medications Needed?
Appointments to meet apointment candence
What is PRG,HRV,WRV?
Must be asked before ending all calls
What is, “Is there anything else that I can assist/ help you with?”
Add names and strengths of medication that is out of scope
What is Pharm Tech note under "Patient request and resolution"?
Patient is not assessed for transportation
What is ask the 3 transportation questions?
Route to the center Triage Nurse pool
What is Medication Question & Med Change Request?
Techs can only update these areas on a prescription reorder
What is quanity, days supply, and refill?
Location of HIPAA document
What is Document list?
Patient has expressed a service failure with OSH
What is reach out to sup and open a Service Recovery?
PRB, NV, WV
What are appointments techs are not able to schedule?