CRM
CASH hid, what do you do?
Make sure they have a valid policy in CRM
How do you get into an order on profile?
double click
what does RTS stand for?
Refill to soon
what is refill outreach?
when we are reaching out to an MD and they have not responded yet
What do you have to press before parking call to place the caller on hold to transfer them to another dept?
"transfer call" in the drop down menu
Where do you go to check POA?
CRM
If pt does not have an active profile what do you do?
transfer them to enrollment if they still want to have us
What does OTC stand for?
Over the Counter
what do you do if you have a medication in ie?
ask a sme
How do you move on to your next caller? What do you have to select first?
The disposition
What do you do if person on the line does not have POA on file?
Get implied consent
if in available refills the medication is expired, is that an active script for the pt?
no
In what case would you ever refill a medication?
when a patient asks you to do so
if you have a medication in dcp outbound calls how do you see why it was denied?
hover over the queue or check workflow item notes
if pt says call came up as spam do you do anything special or just leave a note in profile regarding it?
select the reported as spam drop down as yes in five9
What does implied consent entail?
IMPLIED CONSENT: (CONSENT FORM WILL BE NEEDED IN THE FUTURE SEE REQUEST FOR CONSENT FORM) PT NAME+ (3) HID, ZIPCODE, ADDRESS, DOB + (2) MED NAME ,STRENGTH, RX #, ORDER #, PRESCRIBING PROVIDER
If medication is not in an order and pt wants it d/c what do you do?
ask in sme chat for someone to d/c
Where do you go to send a consent form?
RX Connect Pro
if you have a medication in clarification outreach how do you see if it is approved or denied?
look in physician outreach , if nothing is listed in there ask a sme
TRUE OR FALSE :
you have to pull the order number from five9 to search the pt in epost?
TRUE
If person on the line wants to update the md for the pt but you only got implied consent can you update the md?
yes
if new md is not in epost yet, how do you search for them?
have the pt verify the new md's name along with address so you can search them either in epost or google!
What do you do if a person needs to update their credit card?
Transfer them to customer services
to contact md and see what is going on
MEMBER HANGS UP BEFORE YOU CAN TAlK TO THEM WHAT IS THE RX OUTCOME & DISPO GOING TO BE?
MBR NOT ENGAGED