Account Setup
Order Processing
Order Inquiry
Accounting Calls
Web Assistance
100
Before clicking on Search Eligibility or New to setup a new account, you must always _______ first.
Search for an existing account
100
The three types of orders are _______.
Refills, PSCs, and TSTs
100
What does WISMO stand for?
Where IS My Order
100
If a payment is made to the Order, it must go through _____ and ______ stages of payment.
Preauth and Postauth
100
Where on the OptumRX.com website can a member find and print off a DMR form?
Customer Service -> Most Used Forms
200
When using the Search Eligibility function to create an account, what will be the first part of the account to be verified?
Address
200
In order to process a refill, the prescription must be ______ and have _______.
Active/not expired, refills available
200
Where can we find the tracking number for a particular order?
Dashboard -> Recent Orders, SOF -> Actions -> Additional Order Information -> Deliveries
200
How can we contact the Accounting team?
Tasks
200
What two things can a member NOT do on the website?
Update primary address and allergy information
300
The ______ tab is where we update Date of Birth or Gender.
Person
300
How can we tell a medication requires refrigeration from the RX History tab?
Colored blue
300
If a member calls in with a WISMO question, what must we information must we verify, and what must we provide?
Verify address, Provide ETA
300
If a member has a credit and wants to use it for someone else, what task do you complete?
Accounting Xfr Credit
300
If a member is having trouble logging in, they must try ______ before you would connect them to a Web Team member.
Self Service options
400
How many different addresses can we have on file for a member?
Unlimited
400
Under what circumstances will an order absolutely require a signature?
Order total over $2000 or Controlled medicine
400
Asking what the number of medications is on a particular order would be considered a _______.
Non WISMO
400
A member's account will go into an Account Balance Restriction if the member goes ______ without paying a past due balance.
6 months, 180 days, etc.
400
Give an example of a time where the member can enter all their information correctly online, but the registration will fail.
Duplicate accounts in IRIS Coverage not active Insurance has information incorrect (Name, DOB, etc.)
500
Coverage is added or updated on the ______ tab.
HFF/PIP
500
What type of hold is placed on an order if the member has not provided a means to pay for it?
Copay hold
500
An order in ______ status can no longer be edited in any way.
Picked, Closed, etc.
500
If the member pays off multiple previous orders using the Check by Phone system, what button would you use to process the payment?
One Time Pay to Account
500
What are the 5 types of Web Tasks?
Cust Svc Web: Registration, Log In, Caregiver, Errors, Inquiry
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