Call Resources/Scenarios
Workflows
EPA Errors
Adverse Events
Misc.
100
What is the phone search feature?
A search feature built into HubExpress to search alternate phone numbers for the prescriber, pharmacy or plan.
100
Pulled a Dupixent Medicare/Medicaid PA, what's next?
you will need to chat the key into the TST room for TST’s help in shredding the request.
100
Dupixent: Response shows as Therapy Changed, along with a deletion touch from prescriber: what do we do next?
We can trust this and Archive as Other > Therapy Changed
100
What's an adverse event?
An adverse event (shortened as AE) is defined as any undesirable experience associated with the use of a medical product in a patient. The event is serious and should be reported1 regardless of it being drug-related
100
What is the slack format for asking questions?
Hubble Link:
Question:
Hashtag:
Possible answer:
Resources used:
Question:
Hashtag:
Possible answer:
Resources used:
200
If there is no red line through the phone number... (complete the sentence)
you CAN and SHOULD call it! (unless there are notes in the prescriber/pharmacy/plan section stating otherwise)
200
What are the hold times for pharmacies, plans and prescribers?
Pharmacies- 5 minutes
Prescribers- 5 minutes
Plans- 8 minutes
200
what does it mean when we get this EPA error? PA not needed/Available Without Authorization
These errors can populate for a few reasons. First, we will want to check if the request is a Sponsored Renewal. If so, then access your Full Hub Resource and check the Renewal section to follow outlined procedures. If the request is not a Sponsored Renewal, there is no approved PA in the patient's history, and the DAW question is marked as "No," then the plan is not recognizing that the prescriber wants to submit the request for the brand name only. These are the cases where we want to follow up and make sure that question is marked as "Yes," to ensure that the plan is reviewing for that specific medication.
200
What are two examples of product complaints?
Quality defects
Defects of boxes and covers
Defects of labeling and packet leaflets
Counterfeit drugs
200
What day is the Ides of March
March 15th
300
I've received the member ID from the plan, what should I do?
Scenario 2:
Plan rep: The member id is actually 1234567890 (gives member ID without asking)
Agent: Thank you! (Agent does NOT note or record the member ID given by plan rep)
300
Difference Between Requests Created by Pharmacy and Prescriber...
Created by Pharmacy
If a pharmacy has started a PA, the key should have all information included: patient’s name and date of birth, prescriber name and phone, and plan information. If any of this information is not available, please do NOT chat into the help room for alternate numbers. If the pharmacy is able to be called, we will want to start there to gather all information before moving forward in the workflow. If the pharmacy information is missing, move forward in general workflow and treat as if pharmacy is DNC.
Created by Prescriber
If there is no pharmacy listed on the key, there is no pharmacy information available. The prescriber did not enter pharmacy info when creating the PA. Please do NOT chat this into the help room or send them for help to locate pharmacy information. There is no pharmacy information available so we will move to the next appropriate step in workflow.
300
What's the #hashtag for Puerto Rican keys with errors?
THERE IS NO SUCH THING!
Note: There is no hashtag for Puerto Rico/PR keys, as we do NOT chat these into the Slack room and will mark these for help.
300
Scenario: The patient's medication has been changed due to it's ineffectiveness. The HCP mentions patient is no longer taking Cosentyx. Is this a reportable adverse event?
YES it is :)
300
What animal has the worlds fastest punch
Mantis Shrimp
400
Accidentally added the wrong call outcome to the call notes. What can I do to fix the mistake?
you can edit this information after a request has been submitted.
400
How do you confirm a form? (form pick)
If the Billing Info section fully matches the Searched Info section, we know this form is correct and the ePA error prompting is most likely due to incorrect demographic data such as patient member ID, Date of Birth, Address on file, etc.
400
An Anthem PA has become unsnoozed, where can we find the current determination status in Hubble? (name of the section you find the answer to)
Payer Status section
400
Received IB call from prescriber to STOP calling about Mr. Zye Druh. He passed from complications of Xiidra. What are the talking points regarding this issue? (verbatim)
"I'm sorry for the loss, that patient may have experienced an adverse reaction to the medication. I am required to report this and it is possible you may receive a follow up call to gather more details. Is it okay if I ask you a few more questions?"
400
We recently had an announcement on 1/14 that Anthem PA's approval logic changed. Which workflow was updated due to this change?
PA ePA Error Workflows
500
What is the adverse event call script?
(verbatim) Thank you for sharing this information about your experience. Before moving on, I want to let you know that the FDA requires that we report any information that may be considered an adverse event. I need to ask for some additional information that will be reported to the FDA. This should only take a few minutes.
500
Continuity of Care PA received, what do I do?
We do NOT want to call the pharmacy on CoC tagged requests. Mark as "call plan" if a final pharmacy call is needed
500
Does Anthem have any issues with Xiidra NDCs? If so, Give me some background: (verbatim)
DUH!
Background: Several months ago, Novartis retired one of their NDCs for Xiidra and started a new one. Since then, we have seen continuous issues with Anthem processing the old NDC. The Xiidra team is aware of these errors which stop the case from being submitted and have a workflow that allows us to assist the HCP. Recently, we discovered that on rare occasions, Anthem also has difficulties recognizing the new NDC. When this happens, it is not as obvious. Within Hubble, it looks as though the PA has been converted to classic.
500
We receive an AE regarding a Novartis drug that has not produced patient any harm, what do we do?
We DO NOT need to report as
Off-Label will not be reported unless associated with harm
500
DUPIXENT is the only dual inhibitor of ___ and ____
signaling.
DUPIXENT is the only dual inhibitor of IL-4 and IL-13
signaling