CALL CENTER METRICS
This metric measures the percentage of calls answered within a target timeframe.
DUR stands for this pharmacy Review Process.
What is Drug Utilization Review?
Before electronic prescribing, prescriptions were most commonly sent this way.
What is by paper prescription?
This medication is commonly referred to as a “water pill”.
What is Furosemide (Lasix)?
A member calls requesting a refill to be processed for Mail Order, a RAR needs to be sent, according to the workflow, you should do this instead of transferring the call
What is assisting the member with simple Mail Order needs yourself?
AHT stands for this.
This insurance approval may be required before certain medications can be covered by the insurance plan.
What is Prior Authorization (PA)?
This calculation helps determine whether a medication is eligible for a refill based on quantity and sig.
What is days' supply?
People with severe allergies often carry this medication and use it during anaphylactic reactions.
What is Epinephrine (EpiPen)?
A member request that a prescription be mailed, but the prescription is deactivated or no longer in ePIMS, according to the workflow, what action should be taken?
What is a warm transfer to the MOPC Internal Line?
This system tracks an agent’s daily performance.
What is MyVitals?
MTM stands for this pharmacy service.
What is Medication Therapy Management?
This federal agency oversees the enforcement of controlled substance laws.
What is the DEA?
Glucophage's generic name.
What is metformin?
A member request that a prescription be transferred from an outside pharmacy to KP Mail Order Pharmacy, according to the workflow, what action should the PCC agent take?
What is a warm transfer to Mail Order (MOPC Internal Line)?
These are used for breaks, meetings, and other off-phone activities.
What are Not Ready Codes?
California RPH and prescribers use this database to review Schedule II-V controlled substance prescription history.
What is CURES? Controlled Substance Utilization Review and Evaluation System.
This federal law protects patient privacy.
What is HIPPA?
Ozempic's active ingredient
What is semaglutide?
A member no longer wants their prescription delivered and would rather pick it up at the pharmacy, according to the workflow, what action should the PCC agent take?
What is a warm transfer to the Mail Order Contact Center?
This best practice keeps members informed during hold time.
What is the 2-Minute Hold Time Procedure?
FOA stands for this prescription comment status.
What is Fill on Arrival?
Schedule II medications can generally have this number of refills under federal law.
What is zero?
This medication can rapidly reverse the effects of an opioid overdose.
What is Naloxone (Narcan)?
In the world of Store Based Mail Order, this status is the point of no return for agents attempting to change an order
What is "SBMO in Progress"?