Company Resources & Policies
After clocking out on a Friday that isn't a pay day
Does not change no mater what tab is selected in a patients account
What is Demographic information (Name DOB Address)
#748902
What is a ticket number
The only type of discount we allow for patients
What are Manufacturer Coupon Cards
Responsible for gathering basic information from patient who want to get started with divvyDOSE
Who is enrollment
Changes are made before this package status
What is DAT Export
The name of the phone system used by MOST divvyDOSE agents?
What is cxone
UHG's platform for networking across all UHG employees
What is yammer/Engage
Location of texting tool
Where is the Contact tab
Name
DOB
Phone Number
Ticket Number
Key Words
What are things used to search in Zendesk
Humana/Linet & Tricare
What are Non-Contracted Insurances
Chases refills and new med requests for current patients
Who is CCT (Continued Care Team)
The date listed on the first packet inside the patients roll
What is the Start Date
required when gathering payment information
What is masking
Iowa City, Iowa
Where is divvyDOSE Transfers Location
Status of a patient who is in a rehab center and wants us to temporarily pause shipments
What is a customer requested hold
Demographic information is found by
What is selecting the patients name and DOB to open their profile
divvydose only bills this part of insurance
What is part D
Works with both new and current patients to gather Rx's from patients local pharmacy
Who is Transfers
The stage in which insurance rejections are flagged to be worked by agents
What is financial analysis
Required HIPPAA questions asked on every call
What is name, DOB, and address including zip
Moline, Illinois
Where is divvydose's dispensing location
27241-0099-90
What is an NDC Number
The number of collections ticket that one patient should have
What is one
Expectation to us not providing lacets and test strips to our patients
Who are Clover Insurance members
Gathers necessary information from the patient after they have enrolled with divvyDOSE
Who is Welcome Call Team
The pay amount before the customers insurance is processed
What is U&C (Usual & Customary)
Details you must state on every call
what is name, title, pharmacy, recorded line
Arkansas
What are RPH Relationship Required
Medication found in this section have been entered and are awaiting approval from RPH.
What is Needs Review
The folders in which tickets are organized by workflow
1st, 3rd, 15th
2nd, 3rd, or 4th Wednesday
Answers incoming calls from patients who dial 844-693-4889
Who is Customer Service
sending a short supply of a medication to a patient or a shipment outside of the recurring schedule
What is an off-cycle
Four step agreement that outlines how calls should be handled
what is the divvyPROMISE
South Carolina, Alabama, Oregon, Mississippi, Oklahoma
What are the Moline Only states
location of a rescue inhale patient stated they will call when the need it
Where is on file
This must be selected in order to set a due date on a ticket
What is ticket type to task
processing payments using routing number and checking number
What are ACH payments
Fixes rejections and follows up with prior authorizations
Who is the Insurance Team
8:00 am, 12pm, and 8:00pm
What are HOA (Hours of administration)
divvy_RPH_Pharm_ENG
What is the phone skill used to reach pharmacist
Where you should reach out to team lead to ask questions?
What is teams help channel
Indication of a linked refill
what is carrot dropdown (V)
Templates used to ensure work is sent to correct group and all information needed is documented
What is a macro
processing the copay payment as the medications are shipped
What is bill as ships
answers clinical questions such as medication reviews and referrals for OTCs
Who are Pharmacists
They milestone when patients insurance is automatically processed
divvy_Tech_RPH_ENG
Where you can find promotions and discounts for companies and memberships for UHG workers
What is the employee discount site?
Penicillin
Sulfa
Amoxicillin
Peanuts
Diabetes
High blood pressure
Depression
High Cholesterol
What are Allergies & Conditions
At this status it is no longer possible to update the ticket and a new one must be made
What is closed
Houses all patient invoices
What is zoho
Once medications are received, this team adds the medications to the patients med list in divvyNEXT
Who is Entry
The date the patient should receive there shipment by
What is the Needs By Date
Required steps in wrapping up a phone call
What is recap, thank, express appreciation
resource used to track milestones and also where you can show you're ready for your next career move.
What is my career story
code the describes the patient as being the primary insurance card holder
What is person code 01
Ticket status where we are waiting for a specific date in order to work the ticket
What is On Hold
If not done while taking a payment you will fail your call
What is Mask and Unmask
Responsible for 1.0, 2.0, and doctor/pt follow up calls for new patients
Who are the personalized Care Team
The status of a package that has been shipped to the patient
What is Quality Conrol
longest a patient can be on hold
What is 2 minutes
direct deposit information is updated here
Where is employee resources, under Pay information
Written script is Lasix but the to be dispensed medication is furosemide
What is Dispense As Written (DAW 0)
Selecting this will show you more details on the ticket created including what macro was applied
What is events
Meaning of red background of medication found within the package
Grades calls, Reviews AITs and QREs
Who is the quality Team
Medications that are shipped out in temperature controlled packaging and expedited shipment
What are cold chain medications
Transferring a call, providing the ticket number and background information to the agent receiving the call before connecting the patient to the agent
What is a warm transfer