Clearinghouse
AWARxE
GrabBag
Excellent Customer Service
Catagory of DOOM
100
The term Submitter refers to someone who is attempting to do what?
What is use Clearinghouse and submit dispensations.
100
Delegate users must be approved by two individuals, who?
Who is their supervisor, and the state admin.
100
AWARxE: How can we help a user determine how far into a patients history they can search? (2 ways!)
What is in the patient search there is verbiage under the search duration heading. We can also refer to the aware user guide.
100
Free Space!
Congrats! You received free points for your team!
100
Clearinghouse user wants to update DEA number on his account. How can we help this user?
What is under account tab, under "Dea numbers," and then update DEA.
200
Chip wants to know if he needs multiple CH accounts since he works in several different pharmacies. does he?
No. He can simply change the pharmacy information sections on his submissions.
200
What term is often use to describe someone accessing AWARxE?
What is "Requestor."
200
This form of submission is available in AWARxE and ClearingHouse
What is UCF?
200
You are SOO generous! This space will give the team, of your choice, points!
What is You Get To Choose Which Team Gets Points!
200
A delegate is attempting to complete a patient search. The information for the patient was entered, but, when the delegate goes to choose a supervisor there isn't any names in the drop down...why would this happen?
What is because the delegate isn't approved by supervisor yet.
300
A CH user calls and says that he isn't sure why his file submission was rejected. Where can we direct this caller to find out why?
By viewing the submission on the file submissions page. Also, there will be an email sent to the CH user to explain.
300
A caller would like to update their E-mail address in AWARxE. How can this be accomplished (two ways!)
What is by going to their user profile, or, state admin.
300
A user has a few suggestions for how to make our applications (both) work better/faster/easier. How do we help this caller?
What is Follow the process for application feedback. Receive a request from a customer who has feedback to provide about the PMP application or service. These requests will be sent to the CFC QA team for review. Please ensure we have the following: Customer Name Customer Phone Customer Email Feedback, including examples if necessary If this request was handled as an 'offline work' ticket, update the ticket w/ the necessary information, change the symptom to "Enhancement/Sugggestion" & assign to Group: CFC QA Team If this request was handled on the phone, complete a ticket in One Page & choose the Escalate to CFC QA Team action.
300
"I want to know why I have to get one of your accounts because I don't write prescriptions for narcotics!"
there are a few options.. "I apologize for any frustrations this may have caused. If you feel you would prefer to opt out of using PMP Aware I would be happy to provide you with your state admins information to request an exception."
300
AWARxE - Caller is unable to reset their password. They get the reset password email, but, the link isn't showing up on their screen. How can we help?
What is refer to their IT department to help with settings to allow visibility. Refer to State admin to help with reset issue.
400
How do we help a caller asking which way is the BEST way for them to submit their dispensations? Give examples...
What is provide the benefits of each method and allow the user to make the informed decision.
400
Clicking this will allow users to search for a patients records using only a few characters of their names.
What is "Partial Search."
400
AWARxE - A Doctor calls to report that she is looking at the MyRX tab and does not see some of the scripts that she has written for her patient. She knows the patient has filled them as the patient has the pill bottle from the pharmacy in hand. What can we do to help this doctor?
What is escalate a ticket to T2 with the required information on process: Prescriptions Missing from MyRx Search - PMP Requester
400
"I just want you to reset my password. I don't have access to the email on the account and I don't have time to call the state admin, who will probably just route me back to you."
There are several possibilities to this. We should acknowledge the frustration/time sensitivity of there request. We should also explain why they would need to reach the state admin. and use strong ownership statements.
400
Indiana AWARxE user is having issues viewing submissions from 9/30/2017. Why might this have occurred?
What is There is an outage gap for Indiana from 9/27-10/11. This information is outlined in the state information.
500
For caller with issues with WSDL submissions, what should we do to help? *there are two steps*
1.) Check to see if webservice is down. 2.)Ensure that the caller is the vendor, not the pharmacy, and document the issue and create a ticket for escalation including the following information a. Software Vendor Company b. Caller's Name c. Issue Caller is experiencing - exact error message, if applicable d. Any other details provided by the Caller https://wiki.appriss.com/display/CFC/Issues+Submitting+Data+via+Real-Time+WSDL+-+Data+Submitter
500
When completing a patient search a user says that the patient results are not showing all scripts the patient has had filled. They know the patient has more on their record than what they are seeing. What is the most common reason for this issue? and How do we help this caller?
The most common mistake is searching the patient name incorrectly. we can help this user by duplicating the search and outlining how many records we see. We should also confirm that the user knows the scripts they think are missing have been filled. We can also escalate a ticket to t2 including all info from process. Patient Name Patient Date of Birth Prescription number Any other patient information included in the search 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
500
A CH user has been told that he/she is also required to search for patients history before filling a script. He wants to know how to do this in CH. How can we help this user?
What is provide him with PMP Aware website for his state and walk him through registration.
500
How would you respond? " I am on clearinghouse.net, I am trying to complete this Manual Claim Form and I am not sure what information I am supposed to be putting into the fields to search for this patient, Could you help me?"
There are a few options, however, we need to determine what this caller is attempting to do. A good clarifying question is needed. Is he/she trying to submit a claim, search a patient?
500
CH - Some states require that all DEA numbers for dispensers be listed on the account. Which states have this requirement?
What is Colorado and New Hampshire
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