Pioneer
We cannot run test claims in Pioneer for these markets.
What are National/Expansion Markets?
Steps you take to add a note in CapOS for a customer.
What are click the wrench, Edit Details, & update Preference section?
Status you should be in when working Outbound.
What is PS - Non HB Work?
We should never leave this unattended.
What is a package, delivery, or order?
Where you go to view your daily schedule
What is IEX?
Number of days in advance can we do a vacation override.
What is 5 days?
Filter settings in CapOS when working Batch Retrievals before 5pm Monday-Friday
What are Call to Confirm, Phone, Phone (After Hours: No VM), Emails, & Fax?
Market(s) where PX is responsible for handling Customer Contact tasks.
What is only NYC?
The task you make when a customer is missing the fridge portion of their order.
What is LX: Manager Investigation?
How much time in advance you should update your status in HB, before heading to lunch or leaving for the day.
What is 15–20 mins?
First, you try processing the prescription. When it rejects due to a “refill too soon” error, you reach out to the customer to gather their destination and arrival and departure dates.
What is a vacation override?
Next step when a Miami customer is reaching out for an early refill on a C2 medication.
What is creating a CP: Review task?
What to do when working a retrieval for a Phone preference MD & you get an automated message that sounds like a personal phone & not a doctor.
What is, do not leave a voicemail?
Steps you take when the courier is being sent to the wrong coordinates.
What is creating a FRIT & tagging the correct LX team/tier?
How long you have to respond to messages in Slack.
What is 10 minutes?
Steps you take when receiving this rejection for a NYC customer who is texting in: “Prior authorization or medication not covered (reject codes 70, 75, 76, 88)”
What are to place RX on hold in Pioneer, set CapOS Med Card status to Pharmacy Work Pending, Send ipledge/suboxone comm, & Reassign to Prior Auth?
Next steps when a customer reaches out to reschedule their order that is currently in Delivering status.
What are do not reschedule & use Talking Points?
The next 2 steps when working a 1st attempt retrieval for an EMR preference MD & you get an SPI rejection.
What are to Slack the task in the #emr-failures channel & call the provider's office?
Steps you take to mark an incomplete order as Delivered.
What are Mark Delivered in CapOS & create a FRIT to correct the delivery date?
LAO is the acronym for this
What is a Looking After Opportunity?
Steps you take when receiving this rejection: “Prescriber not Enrolled in Medicaid”
What are to put RX on hold in Pioneer, set CapOS Med Card to Pharmacy Work Pending, create PRO: Request from PX (Reason: Assistance Processing Prescription), & provide 1-hour SLA for customer?
You do this when a customer is reaching out to transfer in a prescription.
What is send the Self-Service Transfer In link?
The next step after setting the HB response, updating the customer for an SPI rejection, & successfully leaving a voicemail with the Call to Confirm preference MDO after 6pm on a Wednesday.
What is to update provider card w/note: “Phone (After Hours VM)” & add your initials & date?
The steps you take to find the courier notes for a completed delivery.
What are search for the Onfleet task ID & scroll down to the bottom of the task card?
The 3 things Niko doesn't tolerate.
What are laziness, attitude, and repeating the same mistakes?