Call Center Basics
What does AHT stand for?
Average Handle Time
The very first person that services a member by Ingenio uses what?
Inbound call tracker
Obtaining the full name, DOB, and zip code.
What is HIPAA Verification?
MDO wants the brand name?
What is DAW 1
What is the aux code for default?
Aux 0
Revlimid falls under what therapy category?
CCC/ONCOLOGY
Disclosing a member's Protected Health Information to an unknown 3rd party.
What is a HIPAA Violation?
What does NDC stand for?
National Drug Code
A call lost call where a member hangs up before reaching an agent?
Call Abandonment
Which group sends the email to "all IngenioRx pharmacy employees?
Ingenio Speciality Operations
I would like to make you aware, that this call is being monitored and recorded for quality and assurance purposes.
What is the Silverlink/Outbound call disclaimer?
Temporary insurance provided by an employer?
What is COBRA
2 minutes a day, 10 minutes per week, 40 minutes per month?
Personal Time- Aux 5
What are the 7 components of the Call Summary?
RX name/strength/Dosage, Quantity, Day Supply, Copay, Delivery Address, Delivery Date, and Signature requirements.
HIV/AID drug Suffix?
What is NAVIR
ACD stands for what?
Automatic Call Distributor
What is 1518948413?
Ingenio NPI number
In the Y I Care scoring form which categories are worth 10 points.
Authenticate Caller, Clinical Questions/Documentation, Provides Accurate and Sufficient Information, Express Empathy, and Caller Experience.
While in treatment a patient develops Hives.
What is adverse drug event