CALL FLOW/TYPE
This is done on EVERY call to ensure we can contact member.
What is verifying a good callback number/demographics?
Offering to review members med list to add any Rx that is not being filled with CWP
What is RTE/transition statement?
TAT is 2-3 business days
What is expedited shipping?
Used to provide positive guidance to members and their representatives about their health care
What is a guidance alert?
Refill order shipped regular shipping and order has not been received in 8 days
What is offer any available tracking updates and your team's vm if member does not receive order on time?
"Your decision today has no impact on your plan membership."
What is verbatim legally required disclosure?
When member medication looks different
What is a Pill Id?
Marking this selection does not apply towards Guidance Alert Delivery
What is Termed "member already knows info in alert"?
Ensuring members do not have to call back for the same/repeated issue
What is one call resolution and offering a follow up?
What is member rebuttal?