Prescription Processing
What methods can members use to submit new prescriptions to the mail order pharmacy?
By mail, directly from the prescriber (by phone, fax, e-prescribing, FastStart®).
What percentage of products are dispensed through automated processes?
90% of products are dispensed through automated processes.
What is NPS and what does it stand for?
Net Promoter Score is a common is a customer experience metric that measures member loyalty and their likelihood to recommend a company or brand.
What are the mail service Performance Guarantee metrics?
Accuracy and TAT (Turnaround Time)
Who was a drum major in high school marching band?
Trent Heisser
How are refill prescriptions received by the mail order pharmacy?
Refill prescriptions are received from the member via mail, web, IVR, Text, or Customer Care.
How does the pharmacy ensure the confidentiality of mailed prescriptions?
By mailing medications in a plain, unmarked package.
What are the 3 categories of NPS?
Promoter, Passive, Detractor
How are TAT PGs measured?
Clean requires no intervention, diverted requires outreach to either the patient or prescriber
Who is the newest member of the Mail Ops leadership team?
Jyoti Mann
How many different types of outreaches do we make in Physician Contact?
3 - Fax, e-messaging and by phone
How many major steps are taken to validate a new dispensing process
5 – FAT-IQ-OQ-IT-PQ
What quality processes are in place to ensure prescription accuracy?
Date stamping and imaging of inbound documents, real-time online entry and system processing for electronic prescriptions, pharmacist clinical review, product and packaging bar code scanning and final verification by pharmacists.
What is DaaS?
Dispensing as a Service – enables central fill dispensing for a different front end pharmacy
Which Mail Ops leader was on an episode of Undercover Boss?
The infamous Wayne Rice
What percentage of prescriptions are received electronically?
94% of prescriptions are received electronically.
What is the most important tool to ensure an automated process maintains its validation?
Change Control Process
What technologies are used to provide additional quality checks during the packaging and shipping processes?
EPSS (Electronic Packaging & Shipping System) and Eurosort technology.
How many licenses does a pharmacist in charge need to have at a mail order facility?
22 states require a PIC or another RPh to be licensed in ( or registered) to dispense into their state. AK, AL, AR, GU, IL, KY, KS, LA, MA, MD, MI, MS , NE, NV, OK, OR, TN, TX, VA, WV licensed - Idaho and Iowa require PIC registration.
Out of the 2100 Mail Ops colleagues, how many have a tenure of 20+ years?
383
What percentage of electronic prescriptions bypass the prescription entry stage?
40% of electronic prescriptions bypass prescription entry
What is the Japanese word for waste?
Muda
How is Dispensing accuracy measured?
errors-per-million (EPM)
Which pharmacy in the USA dispenses the most controlled substances?
CVS Caremark Wilks Barre facility (according to DEA audit in 2021)
Which Mail Ops leader did technical inspections at the Indianapolis 500?
The one and only...Cal Wasdyke