SOP/Refill Process
Appointment in the past 6-12 months, Standing order, Med listed on MMP, No dose change in the past 3 months
What is the refill process?
This is done after you pend a prescription via Dose Spot
What is discontinue old RX and send Pending CareReq?
Location for HIPAA form
What is canopy 2.0 documents or GWY documents?
How long can a caller be placed on hold
What is 2 minutes?
Complete after scheduling a PDV appointment
What is Transitional Care form?
New York patient with a request that is within your scope
What is send a CareReq to the New York Care Team?
2 hour turn around time and must sort old to new
What is Care Req reduction?
If there is no HIPAA document in the patients chart
What is, being an information gatherer not giver?
Preferred pharmacy update
What is Greenway under prescription actions or registration Information?
2 Annual appointments
What is Health Review Visit(WRV) and Medicare Wellness Visit?
45 days or less
What is refill if it meets SOP?
Substitute Generic Product pop up
What is allow substitutions?
If a phone call goes unanswered, refused, muted then disconnected before a patient can speak
What is call avoidance?
Chronic clinical needs that has been ongoing for more than 2 weeks
What is !Triage care request?
Appointment scheduled for 10 AM and pick up time 9:00 AM.
Patient time ?
What is 9:30?
ZZZ’s in a prescribers name
What is a prescriber that is no longer with OSH?
If the medication request is out of your scope and it is a New York patient
What is send a CareReq to the care team?
Must be asked before ending all calls
What is, “Is there anything else that I can assist/ help you with?”
“Eprescribe”
What is dosespot?
Patient Scheduled at 1 PM in Canopy Scheduler, what time it the patient appointment?
What is 12:30 PM?
The only time pharm techs can verbalize a refill
What is, when a prescription errors in Dose Spot?
Messages from the patient/pharmacies that the CC advocates have sent for review by the pharm tech care team
What is Care Req Reduction?
It is a federal law that requires the creation of national standards to protect sensitive patient health information from being disclosed without the patient’s consent or knowledge
What is HIPAA?
Patient will populate automatically, in this system, if the phone number matches to a number in a patient chart
What is C3 Home?
PRB, NV, WV
What are appointments techs are not able to schedule?