Call Management
“Hello, my name is [insert your name] and I am calling from AstraZeneca US Patient Support on a recorded line. May I please speak to [insert patient’s name].”
What is the call greeting (and disclaimer)?
This part of Medicare covers prescription drugs.
What is Medicare Part D?
The patient could pay $545 out-of-pocket during this stage of coverage in 2024.
What is the Deductible stage?
This stage of Medicare Part D coverage has been eliminated for 2025.
This Program Name should be selected on the CHAMPion Form when reporting AE/PQCs.
What is Access Services?
This softphone feature is selected when the patient asks to not be recorded.
What is Mask?
This part of Medicare covers medications administered in an inpatient setting.
What is Medicare Part A?
The enrollee would spend no more than this amount out-of-pocket for medications in 2024.
What is $8,000?
The enrollee would spend no more than this amount out-of-pocket for medications in 2025.
What is $2,000?
You contact a patient today (July 15th) and receive their voicemail. The next task is assigned this due date.
What is Thursday/July 18th?
This should happen when another individual joins/enters the room during the call.
What is restate the Call Disclaimer?
Enrollees have a $174.70 monthly premium and a 20% responsibility when services are covered under this part of Medicare.
What is Medicare Part B?
During this stage of coverage the patient has a $0 responsibility.
What is the Catastrophic Stage?
This new option, available in 2025, may also be referred to as Smoothing.
What is the Medicare Prescription Payment Plan?
What is the Case Tag?
This must be provided to patients if asking to place them on hold.
What is a timeframe for the hold?
In order to enroll in this part of Medicare, patients must at least have Parts A and B.
Medicare Part C/Medicare Advantage Plans
Medicare enrollees that are low-income can apply for this extra help program through Medicare Part D.
What is Low Income Subsidy (LIS)?
During the Coverage Gap stage of coverage in 2025, pharmaceutical companies will pay this amount towards the total drug cost.
After completing the script the patient has a clinical question about their medication and also mentions an Adverse Event for their medication. What are the required next steps?
What is report the Adverse Event then cold transfer the caller to the Medical Information?
Agents should only use the Conference/Merge feature on the softphone under this condition.
What is when utilizing the Language Line?
Medicare enrollees that are low-income can apply for this savings program through Medicare Part B.
What is the Qualified Medicare Beneficiary (QMB) program?
The maximum that a LIS patient between 100% and 150% of the FPL would pay for brand medications in 2024.
What is $11.20?
Which stakeholders are responsible for contributing to the patient's total drug cost during the Initial Coverage Phase in 2025?
Who are the patient, the payer/plan, and the pharmaceutical company?
You're conducting pre-resarch for your cases today and notice that your patient lives in Hawaii. It is currently 9am EST. Around what time would you contact the patient today?
What is 2pm or after?