Do you know the FAQ's

Safety First

100

If a patient does not speak English and needs to be transferred to the ISI, who is the vendor we use to assist?

The Language Line

200

What options does a patient have to receive PI

ISC can mail the standalone PI letter or be transferred to ISI to verbally listen to the PI

300

What is Prescribing Information (PI)

Information about the medication that can be provided to a patient with specific product questions. It typically contains a summary of essential scientific information needed for safe and effective use of the medication.

400

Provide some examples of when an ISI transfer is needed

Any mention of disease state or Dx

Any mention of side effects

Any mention of contradictions or concurrent therapy

What’s in this stuff?

What is the correct dosage?

How often do I have to get this shot?

What is the medication used for?

500

What is the (ISI) Important Safety Information line?

A pre-recorded message that will have a phone tree giving options to listen to the ISI for LEQVIO, or to both the ISI and PI Prescribing Information.

Patient

100

What is the Customer Interaction Center (CIC)?

The CIC handles product questions, general inquiries, and escalated patient/HCP complaints.

200

What is the phone number to CIC

888-NOW-NOVA

300

If a patient wants to speak with a live person we would transfer to the CIC (True or False)

True

400

What are the business hours of the CIC

8:30AM-5:00PM EST

500

What function do you use in Five9 to warm transfer to the CIC?

Conference Function

HCP

100

What is the phone number to the MIC

888-NOW-NOVA

200

If a patient contacts the ISC to ask questions related to Covid 19 would the call be transferred to the MIC? If no, who would we transfer to?

NO, we would transfer to the CIC

300

What are the business hours of the CIC

8:30am to 5:00pm EST

400

Transferring the HCP to the MIC typically occurs when we are unable to answer product questions from the what?

FAQ's

500

What are two examples of times we would transfer providers/office staff to the MIC

Product complaints/ Adverse Events after gathering information to report the AE

Somethings wrong

100

What online tool is used to document an AE

Novartis Pharmacovigilance Intake (PVI Tool)

200

What is a Product Technical Complaint

Quality, Packaging, Labeling, falsification or Counterfeit Product

300

What actions do you take if a patient has a lapse in treatment due to an HCP error

Submit an AE and then transfer to the ISI line

400

What is the minimum needed to report an AE

An identifiable Novartis product

A potential adverse event

500

What is an Adverse Event

Any untoward medical occurrence in a patient or a clinical trail subject administered with a Novartis product and which does not necessarily have to have a casual relation with the product. 

What did you say

100

What does MI stand for

Myocardial Infarction

200

What does FH 

Familial Hypercholesterolemia

300

What is HeFH

Heterozygous Familial Hypercholesterolemia

400

What is ASCVD

Atherosclerotic Cardiovascular Disease

500

What does PCSK9 stand for

Proprotein Convertase Subtilisin/kexin Type 9