dnf codes
what is dnf code 39 ?
prior authorization
outbound greeting ?
‘’ i apologize but i do not hear a response. There may be an issue with the phone line. Please hang up and try calling back. Due to no response i am disconnecting the call''.
always ask the big 3 ... probing questions
1.Is the patient out of medication?
2.How much medication do they have on hand?
3.When was their last dose?
whats the not authenticated greeting ?
•“Thank you for calling CVS Specialty. My name is… In order to protect your privacy, I need to ask you a few questions before we proceed...”
if you know a little spanish and the pt speaks spanish , could you talk to them in spanish ?
no maam
dnf code 46 ?
nursing request
what would the rx number tell us when clicking on it ?
....
what does " rts " stand for ?
refill too soon
what must you say when ending the call ?
thank them for calling cvs specialty and mention survey
what does blue font mean on the drug screen ?
refrigeration
dnf code 81 ?
pending insurance verification when new insurance is provided
when saying back the order recap , what is all you should say off the screen ?
everything which includes ...
how long should the pt be on hold ? must check in every how many mins ?
2 mins
where would we go to locate the drug list ? and what does the drug list tells us ?
...
what does black font mean ?
room temp.
dnf code 93 dealing with what ? do you release it ?
bankruptcy and do not release it
after how many seconds would it be considered dead air ?
10
whats dnf code 96 of use ?
use when account is sent to collect agency
where would be go to cancel a pt order ?
order maintenance then order notes then ...
when summarizing the call , whats included ?
drug name , quantity , strength , dose form , days supply , shipping address and copay