Calls
Please give me a statement that express Empathy.
"i'm so sorry about your loss"
"Youre right"
" Thank you for informing us about this"
Give reason of why these tasks are created
What is rescheduling or md scheduling
What two task will populate when working PT engagement?
What is "Contact PT for status update"
"Contact PT for order cancel update"
What should you put on the top of your tracker/ dashboard?
Name and CID
We should process Prudent Rx (UNN-UNN)
FALSE
Give me an example of courteous and professional tone
"excuse me"
Thank you"
"My pleasure"
"Yes sir, no sir"
REFILL: When would you need to call pt to verbally confirm?
The only time we need to verbally confirm with them is if it is signature required or they do not have digital
PT HAS NOT YET BEEN CONTACTED, HOW DO WE PROCEED WITH 1ST ATTEMPT
We much call pt for 1st attempt
What is the minimum worklist accounts that needs to be completed weekly
What is 375 accounts weekly
Outbound call disclaimer is needed when leaving a VM
What is false
We reach out to a patient and they advise they no longer want to be called.
If order is shipping to CVS store and pt has approved copayment (or $0.00 copayment)
How would resolve this Task?
You will send an IMM with the new delivery date and resolve task
We have contacted a patient 8 times, how would you action and outcome in SPRX and tracker?
MAX ATTEMPTS EXCEEDED- CONTACT TASK CANCELLED- RESOLVED-
IF A PT DECLINES DIGITAL, WHAT DO YOU DO?
ADD A PRIORITY COMMENT.
Example: "PT DECLINED DIGITAL 05/27/22"
WE CANNOT WORK MALE FERTILITY RX'S
FALSE
WHEN CAN WE OFFER DIGITAL TO THE PT AGAIN AFTER THEY HAVE DECLINED?
6 months
What information do you get from mdo when rescheduling?
What is Get first name and last initial and their job title
A patient's order was cancelled, how would we review and outcome the task
What is: call the pt and leave a voicemail with order cancellation statement. Resolve the task
WHERE CAN YOU GO TO FIND PAST ATTEMPTS/NOTES ON A TASK?
TASK HISTORY ->VIEW
We must lock our computer when stepping away
TRUE
How many authentications should be used to authenticate a caller?
3
What is an event that is not eligible for us to fax the delivery notice to the mdo?
What is the earliest time we can call a patient?
9:00 am (pt's time)
When you are unsure if we can schedule an RX, where would you reference?
COE Information Reference Tool (on pharmacy reference page)
We check if account is FEP or COE before opening a task
TRUE