Drugs
How do PCAs handle C1 drugs?
We don't! Politely tell caller they have the wrong number & disconnect.
What do we ask about on first patient interaction?
Allergies
Do we take coupons? If so, what kind?
Yes, only manufactured.
What extra information is required when verifying an informal rep?
Drug name & drug strength
What drugs can only be discussed with member or POA?
Sensitive drugs
If the address needs to be changed on the "insurance" side, only what kind of caller can make these changes?
What is needed to set up auto fill & can a PCA set it up?
Member must be on auto pay & Tech will set prescription to autofill.
Only first & last name, then transfer to pharmacist.
True or False: C2 drug orders can be discussed & placed by a PCA.
False. Authenticate & transfer to Pharmacist.
How can we assist a caller that states they currently don't have the funds to order medication?
If applicable, let them know you can still have the medication sent out along with an invoice that they will have to pay in a certain time frame or before their next refill.
What question should a PCA ask when a patient is calling on an expired or no refills prescription?
Does the patient have the same doctor? If changed, ask for name of doctor & location.
What is the process for making an outbound call?
"I have a pink pill & I am not sure what it's for."
This is an example of what?
Pill ID
What are 3 things a PCA can do?
Take a payment, update, add patient demographics
What is the delivery time for refill and new prescriptions?
Refill: 3-5 days
New prescription: 5-7 days after prescription has been received.
What is required when speaking to internal associate?
Domain ID, First & Last name
Patient name, patient ID
"My medication is supposed to be taken twice a day, but I only received enough to take one a day."
This is an example of what?
Miss Fill
How can we process split payments?
Invoice, check, cards. By phone, sydney app, or online.
What is the difference between clinical and non clinical?
Non clinical: Not directly observable symptoms or information that we can handle within our scope.
Clinical: Anything out of your scope that needs to be transferred to a Tech or Pharmacist.
What must you do before giving out any information to any caller?
AUTHENTICATE!