Wiki Where
Aware
Clearinghouse
Support
Caller Interactions
100
This tab will allow you to access all documented information related to PMP
What is the "PMP" tab?
100
What is the proper web address for callers to use to access PMP Aware?
What is state.pmpaware.net?
100
True or False: Agents can verify patient information with callers by reading what is on the screen to the caller.
What is FALSE?
100
True or False: If a caller requests assistance resetting a password the agent may refer the caller to their state admin.
What is False?
100
These internal reference terms will help an agent identify which side of PMP a caller needs to access.
What are "submitter" or "requestor?"
200
The definitions for items such as sFTP, Clearinghouse, and Universal Claim form are located here.
What is the "Glossary" tab?
200
True or False: Users can upload submission data one patient record at a time via the Aware site.
What is True?
200
This is the correct web address for a submitter wishing to upload data.
What is pmpclearinghouse.net
200
This person can assist callers wishing to combined patient records or reporting duplicate patient records.
Who is the CFC agent?
200
This is the approved scripting/opening for a call from a Massachusettes PMP submitter.
What is "Thank you for calling Massachusettes PMP, this is *name* May I have your name please?"
300
Where would an agent find the steps to assist a caller in viewing sFTP account information?
What is under submitting data tab - sFTP - Viewing sFTP Account Information.
300
This information would be requested from a caller to escalate a ticket in the event the caller informs agents of incorrect pt data on PMP Aware.
What is Patient Name Patient Date of Birth Prescription number Any other patient information included Description of the information that is missing or incorrect Name of the organization the customer is with Best contact email address Email address the customer uses to log into PMP AWARxE
300
After completing the log in assistance steps an agent is still unable to get the caller into their account the agent would then reach for assistance with this person.
What is T2 support?
300
This person can provide further clarification of ASAP file/dispensation errors.
Who is the Tier 2 support team?
300
MassPat is a term used by callers to reference this system.
What is Massachusetts PMP?
400
The "Outline of support."
What is the clickable icon that will show agents a full spreadsheet of CFC vs State admin support?
400
These are the steps an agent should utilize to assist a caller receiving an invalid email error.
What is apologize for inconvenience and assist with password reset. We would not refer the caller to state admin.
400
Name 3 of 5 ways for Clearinghouse users to submit data
What are UCF, File upload, sFTP, Real Time, Aware?
400
True or False --- The CFC agents can provide information on perscription policy questions.
What is False, this is provided by state admins.
400
These are the steps taken to update a patient record that reads "animal" instead of "human."
What is submit and update file?
500
This is the Oklahoma dispensation guide that agents can use to assist callers.
What is OK PMP Dispenser Guide_v1.2.pdf - Located under PMP state information?
500
This is the amount of time a user must wait after 4 failed log in attempts.
What is 10 minutes?
500
When assisting a caller with an upload error it is important for agents to ask callers for this information to know how to proceed with support.
What is "the entire error message."
500
This person is responsible for assisting users with sFTP log in creation
Who is the CFC Agent?
500
These are the steps agents would provide if a Mass. caller requests a controlled substance ID.
If a user does not know their Ctrl Substance ID/MCSR: The MA Prescription Monitoring Program has emailed all users their MCSR. Users should have received a letter that includes the number. If the user doesn't have any of these communications, they should first check w/ their HR dept, as they often have that info on file. If the users cannot locate their MCSR# they can contact their State Admin for assistance
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