Refills/Renewals
Where do you navigate to process a refill request
Order Now
What must you do on every call
Authenticate
what is home delivery
Medications delivered directly to your home through express scripts
why would member have multiple accounts
Plans change their structure which results in termed and active accounts
What do you need to verbally confirm about the rx
Patient Name
Complete Drug Name, strength, and Dosage
Quantity
Educate on remaining refills
Whats is PIP
Persistent Information Panel
what are the benefits
convivence
cost savings
24/7 pharmacy access
consistency
time saving
what information must you document
Group name
member id
umbrella group
group number
patient shipping address
name of person requesting migration
What do you click to complete refill request
Shopping Cart
What is PAD
Patient Advocacy Dashboard
What are the 7 points of Home Delivery
W=web registration
E= educated caller
L=Look up Medication
C= Copayment
O= obtain
M= medication
e= Elicit
How do you perform an alternate ID search
Search>Alternate Eligibility Search
what are you supposed to discuss with member on every call
STS
Short Term Supply
What are the main ways to authenticate a member
First and Last Name
DOB
Zip code
What is the TOT to switch to from retail to home delivery
7 calendar days once rx received from prescriber
What is Refill Migration
process of transferring prescription refills from one account to another
What if a patient refuses STS for any reason
Suggest/Offer PC RPH
How will you know the difference between an incoming and outgoing call to the member
Whisper in ear
or
Communications
where do you go to check order status
Order Tab
what is patient DAW
patient request that the prescription be filled exactly as written by the prescriber without substitutions
Dispense As Written