Transfer Calls
Out of medication or have 3 days left
RPH
What Sop is 2.3
Conference or Transfer a Call
you can give the members wife information without his permission and without her name being on his account
false
what else can you use besides the phonebook to transfer a call
Guide me 2.0
What is a refill?
Continuations of an Existing Rx
who can you call if PCT is closed
RTL or RPH
what sop is 2.5M
Medicare Part D - Complaints and Grievances
the TAT for a new prescription is 24 hours
True
What are the ways a prescription can be sent in
Fax, Phone, or Mail
How can a patient provide consent
Using IVRU,verbually or online
Pharmacy calling for information on a medication
RPh
What is SOP 36.26
Medicare Part D - Process an Order That Requires Member Consent/Approval
member can change the shipping of an order at anytime
false
What is done at the end of every call
Recap and offer survey
What is Mandatory Consent
A program when a patient choose to be contacted prior to filling new home delivery orders
member calling because they was short 8 pills
PCT
caller hung up
Disconnected Caller, SOP 2.16
Pad is only offered to the member or caregiver on file
true
what do you have to do if you have to reach out back to the member after being disconnected
Reauthenticate the call
What is a medication event?
is preventable or avoidable incident that may cause or lead to inappropriate medication use or may cause harm to the patient
member calling and stated that he\she will cause harm to his\herself
RTL
What is Article # 112211
Provide Balance and Process Payments
you must ask for the CCV number when adding a debit card on file
False
If the patient provides credit/debit card information, what must you offer?
Autopay Program
Which prescriptions require consent
Prescriptions received via fax, phone, or electronically require member consent/approval if the member has not used home delivery in the past 365 days.