Delays
An order is delayed due to a reroute. Dash shows we requested the PP to send the Rx back to Phil, but they haven’t done so yet. Who should we send a side convo to?
Pharmacist Inbox using the Macro: T2 Side Conversation (SC) - Pharmacist.
We should request the pharmacist call the PP to do a verbal transfer to expedite the process
A patient is filling an order for a consignment fill back to back due to traveling. Who should we send a side convo to?
None. A side conversation is not required. We would update the follow up date and trigger another refill
When communicating with your leadership it's general best practice to not provide a recommendation/suggestion because they will always be doing this themselves.
False! Your leadership needs your feedback and what you'd like to see change to build a solution that works for most
A partner pharmacy keeps entering a rejected claim even though the PA was approved. Who do we contact and how do we reach them?
The PSUP Tech & PA Inbox. This team can troubleshoot by calling the pharmacy, insurance, and doing a deeper investigation
A patient is filling an order through insurance back to back due to travelling. Who should we send a side convo to?
The PSUP Tech & PA group as they can call the plan to request a vacation override and ensure the prescription gets processed with the partner pharmacy.
If you know there is a bug, it should be escalated to your lead via T2 Questions Chat
False! The PSUP Leadership Group via Zendesk SC is more appropriate
You've seen 10 tickets so far today where a patient's prescription was delayed with Thrifty White. Who do you contact and how?
Partner Team via Zendesk side conversation
We see in Ops Dash that a partner pharmacy changed the day supply of the prescription unprompted and the patient keeps getting offered the wrong price. Who do we contact next and how?
PSUP Tech & PA inbox via Zendesk side conversation. The request is for them to reroute the prescription
The patient says the partner pharmacy only sent them a 30 days supply instead of 90. When you call the pharmacy what is the best way to tell them
State what the patient shared
Ask them to confirm what was dispensed
A prescription has not been transferred to the partner pharmacy for 2 days. Who do you contact and how?
Pharmacist Inbox via Zendesk side conversation
A patient provided a photo showing they received Cequa when their prescription was for Vevye. Who is your first outreach to and how do you contact them?
To the partner pharmacy via phone call (unless the partner pharmacy does not receive calls. Check the SOP! In which case you email them)
You believe your peer in Tier 2 handled a ticket incorrectly. What do you do?
Share the outcome of what happened on the order and the root cause using unifying language. Suggest a different approach to prevent the issue (be specific about what the right approach is)
You're on the phone with a partner pharmacy to review a patient account issue and they are upset saying that they didn't receive WWS for this month and would like to talk to someone about it. Who do you contact and how?
Partner Team via Zendesk side conversation
You see an API error in Ops Dash you don't recognize that's about credit card processing. It doesn't say clearly what the issue is and what is required to resolve it? Who do you contact and how?
T2 Questions Chat so we can determine whether a bug is required
Is a side conversation always required when a prescription is in a processing stage and something needs to be done?
No! It's required when there is a delay in processing or a prescription was already processed incorrectly