Shipping
Triage
Miscellaneous
Replacements
Where to Escalate
100

The three shipping options offered

1. Ground shipping $5.00
2. Priority shipping $6.95
3. Overnight shipping $29.95

100

You're in chat with a patient and they need assistance uploading their ID. You note they are BSV. What is your response? 

Sent "Blockscore Verified, no ID" but encourage them to upload their ID

100

How can you tell if a patient has used a Groupon code

Review the "Orders" tab and the "Events" tab to see if a Groupon credit was applied.

Bonus: look to see if there are any RN Leads tickets that reference a Groupon code

100

Action that is always taken when replacing an order

Verify shipping address

100

Order not received >30 days

RN Leads Box

200

Cut off for overnight orders for guaranteed next day delivery

Monday - Thursday 12 PM CST, 1 PM EST

200

Actions taken for date of birth that is off by two numbers

Sent date of birth follow up

200

Patient reports after he took Sildenafil, "Somehow they are making my head hurt..." and states "I feel drowsy...sleepy all day...like tired." "It gives me a funny feeling...I don't know why." What are your next steps? 

1. Gather more information
2. Based on the information provided, follow adverse event protocol. (Med Hold, refund, log, ZD note, Med portal note, escalated to RN's channel)

200

How would you charge for an overnight replacement order 

1. Confirm all order information

2. credit the plan amount in Admin

3. Send as "Add Order" 

4. Log the credit amount in GF (and shipping fee if applicable)

200

Order not received >60 days

RN Management Box

300

Steps to be completed when you have to process a RTS order and have updated the shipping address. The order is less than 30 days old. 

1. Clarify shipping address

2. Update the shipping address in Admin

3. Process a replacement order using "Add Order"
4. Reach out to pharmacy using ZD guidelines, send "public reply" to verify address was updated on file.
5. Submit as pending to applicable pharmacy and link the associated ticket in your note. 

300

You're in chat with a patient and they need assistance uploading their ID. You note they are BSV. What is your response?

Sent "Blockscore Verified, no ID" but encourage them to upload their ID

300

For an user/patient email swap request, who is it escalated to and what account is escalated

Escalated to Med-Tech and the user account should be escalated as Open

300

Order is processed on a holiday Monday at 9 PM (after business hours), what is considered business day 1. 

Tuesday, the next business day is business day 1

300

Pharmacy Mis-fills

Jeremy in HQ

400

Patient reaches out for a tracking update Curexa order. You review their order history and note the order is on business day 4 with no tracking available. What do you do next?

1. Verify shipping address

2. Credit shipping in Admin, log credit in GF

3. Complete P/F log and note "pre-shipment"

4. Send the passing message and escalate to Admin as "Open"

400

Ocular conditions that require a clearance letter

1. Glaucoma/pressure issues
2. Retinal issues
BONUS: NAION (Non-arteritic anterior ischemic optic neuropathy refers to loss of blood flow to the optic nerve (which is the cable that connects the eye to the brain))

400

Reasons for an ARMB form

1. A request for a copy of a previous prescription(s) filled by BlueChew®

2. A request for a medical record

3. A request for an order history to be sent directly to a third party receiver, such as their insurance company.

400

Order processes January 1st and is lost in transit and patient reaches out on January 18th and the order is now showing true movement. What do you do next? 

1. Verify shipping address (update as needed)

2. Credit shipping and log in GF

3. Process a replacement, the order has been greater than 2 weeks

400

Patient unable to to provide the email associated with his account. Attempted to complete OTP but phone number provided is incorrect and cannot provide the old number. What are the next steps? 

Escalate to Admin, for unable to verify account identifiers. Patient unable to complete secure login because he would need to provide the correct phone number. 

500

The pharmacies and their locations

1. Meds in Chicago
2. Curexa in New Jersey
3. NTDC in Florida

500

If there is a new heart condition reported after an order processes via inbox, what are your next steps

1. Request a CLR
2. Write a note in the Med portal
3. Reach out to pharmacy to cancel the order
4. Refund the order and log in GF
5. Advise pt to dispose of the order with "return meds" macro

500

Authorized user calls into Call Center, what steps do you verify that they can speak on behalf of the patient

  • Obtain the patient’s identifiers: Name, Date of birth, and Email address associated with the profile

  • Verify the authorized person’s identifiers: Name, Telephone number, and Relationship to the patient

  • Reference the internal note in the medical portal to verify the information and the timeline the authorized person is consented to access account information.

500

Patient reaches out at 8 AM on Thursday for an order with NTM business day 4. He is requesting to pay for an overnight replacement order. What are your next steps? 

1. Gather information (shipping address and review tracking to ensure it has not moved)

2. Escalated to RN Leads box with information gathered. We cannot process a replacement order before 9 AM EST. 

500

Patient reports 2/10 pills are crushed in transit 

The order would not need to be escalated. The RN can issue a free replacement for the order. 

M
e
n
u