HIPAA
If someone calls to ask about store hours, is HIPAA verification required?
No, because no PHI is disclosed
How should you disposition a call?
Press CTRL and 1
True or false: We should use the same tone of voice in every situation when assisting callers
False
What does PCC stand for?
Pharmacy Care Center
What is the generic name of Lipitor?
Atorvastatin
How many pieces of HIPAA must be verified before releasing PHI on a non auto populated call?
2
How should you close a call?
"If there's nothing else, thank you for calling."
What is one strategy to deal with a difficult customer?
Remain professional, let the customer vent without interrupting, recognize that the customer's anger is not personal, don't be drawn into the argument, etc.
When viewing an Rx image in POWER, which side should you read from, and which should you never look at?
Read from the right side, never look at the left side
What are the brand names of
Methylphenidate?
Ritalin / Concerta /
Metadate
If a patient's profile auto-populates, how many additional pieces of HIPAA information do we need to verify?
1
What should your greeting be when answering a call?
Pharmacy technician, followed by your name, then asking for the patient's first and last name (or another HIPAA verifier, depending on the situation)
(1.1.1)
How can you indicate to a caller that you're paying attention, hearing, and understanding?
Sympathize/empathize with the customer, paraphrase what the caller said, use affirming phrases like "I see," "I understand," etc.
When answering the phone, how will you know which type of call you're receiving?
The whisper tone
Which of the following medications are controlled?
A) Perindopril
B) Ambien
C) Zoloft
D) Cefdinir
B) Ambien
Give three examples of HIPAA identifiers you could use if an account doesn't auto-populate?
First and last name, date of birth, address, prescription numbers, phone number
What are three steps you should take if the caller doesn't respond to your greeting?
1. Repeat the call greeting again.
2. Probe to see if the caller may have put the call on mute.
3. Say "I apologize, I'm unable to hear you. Pease call back at your earliest convenience and we'll be happy to assist you." And end the call.
Provide two empathy statements that you could use on the phone with callers.
"I'm sorry to hear that," "I can see how that would be frustrating," "I appreciate your patience," "Thank you for explaining that," "Thank you for waiting," "I would feel the same way," etc.
What are the three types of calls we handle in the PCC?
Refills, Status, Universal
What should we do if a caller would like to fill a C-II medication?
Check the patient’s profile to determine if we have a prescription on file. If the prescription is on file, transfer the call to the [Store #] > Pharmacy.
If the prescription is not on file, advise the patient to contact their doctor’s office for a new prescription.
(2.1.1 A)
List five people/entities that we can release PHI to, as long as HIPAA is verified.
Patient, patient representative/caregiver, parent/guardian (if patient is under 18 years of age), Walgreens employee, patient's prescriber or provider that is treating the patient, patient's 3rd party plan (insurance, PBM), competitor pharmacy
What should you say after HIPAA is verified if the whisper tone was not available, or the whisper tone comes across as anything other than "Status" or "Refill"?
"Are you calling to check the status or refill a prescription?"
(1.1.2)
What are three unprofessional behaviors to avoid on the phone with callers?
Sighing, arguing, cursing, yawning, being distracted, sounding bored, etc.
Bonus 200 points -- Rephrase this sentence to sound more helpful and professional: "I can't hear you."
What are the names of the two systems that work together for us to take calls and view patient information?
Genesys and IJA (or POWER)
What should we do if a patient request an early refill for a vacation override or a lost medication?
Submit the prescription as normal for a pickup time of tomorrow and refresh the screen to see if the claim adjudicates through insurance. If the prescription goes through insurance with no issues
(shows as “In Process” as the prescription status),
provide the expected pick-up time. If the prescription has a Payment Plan Rejection,
cold transfer the call to the dispensing pharmacy.
(2.1.2)