PRIOR AUTHORIZATION
IF YOU RECEIVE A PRODUCT COVERED NO PA NOT REQUIRED RESPONSE IN INFINITUS WHAT DOES THIS INDICATE?
PRODUCT IS NOT COVERED 100% OOP.
PATIENT CALLS IN AND SNIFFLES LATER IN THE CALL PATIENT STATES THEY HAVE THE FLU. IS THIS AN AE?
YES! REPORT
YOU MUST _____ ADDRESSES PRIOR TO SETTING UP SHIPPING
ECHO VERIFY
HOW MANY FORMS OF HIPPA MUST BE VERIFIED ON HCP CALLS
7
WHAT IS OUR OPENING STATEMENT?
THANK YOU FOR CONTACTING BOEHRINGER CARES PATIENT ASSISTANCE PROGRAM MY NAME IS DESIREE HOW CAN I ASSIST YOU?
IF YOU RECEIVE AN APPROVED MED D PAPER PA WITH THE APPLICATION OR AFTER, WHAT DOES THIS INDICATE.
PRODUCT COVERED YES
ANNUAL OOP $2100
NON PAP PATIENT CALLS IN, THEY STATE THEY PICKED UP A STIOLTO INHALER FROM WALGREENS. ITS NOT WORKING, IS THIS A PQC?
YES PLEASE REPORT TO MTI AND CREATE IR
PATIENTS CAN BE PLACED ON _____ TO AVOID CALLING IN FOR A REFILL
AUTOFILL
HOW MANY FORMS OF HIPPA ARE REQUIRED IF THE PATIENT CALLS
3
PATIENT EXPRESSES CONCERN REGARDING SITUATION THEY ARE CALLING FOR? HOW TO YOU RESPOND?
I WOULD BE HAPPY TO ASSIT YOU WITH THAT, -VERIFY HIPPA
IF YOU RECEIVED A DENIED PA WITH THE APPLICATION OR AFTER WHAT DOES THIS INDICATE?
PRODUCT NOT COVERED 100% OOP
PATIENTS HCP CALLS IN ADVISED THE PATIENT PASSED AWAY FROM UNKNOWN CAUSES ON 3/24. IS THIS AN AE?
YES. REPORT
SHIPPING FOR SPECIALTY MEDICATIONS ARRIVE WITHIN
1-2 BUS DAYS
CAN YOU NAME WHAT CAN BE USED FOR HIPPA
OPEN ANSWERS
PROVIDER IS CALLING REGARDING AN APPLICATION STATUS YOU NOTICE THE PROVIDER SENDS FAXED APPS THIS IS THE PERFECT TIME TO
TALK ABOUT RX LIGHTNING
IF INFINITUS COMES BACK AS PRODUCT COVERED PA REQUIRED PA STATUS UNKNOWN, WHAT DOES THAT INDICATE?
PRODUCT COVERED YES
OOP 0.00
PROVIDER WILL NEED TO SUBMIT PA
PATIENT CALLED IN AND ADVISED THEIR QUVIVIC WAS MAKING THEM SICK, PATIENT IS NOT TAKING A BI MEDICATION. IS THIS A AE?
YES BUT NOT FOR BCF BUT PLEASE TRANSFER TO IDORSIA
PATIENT CALLED IN REGARDING THEIR SHIPMENT, YOU SEE THE ORDER WAS PLACED ON 2/10 FOR OFEV 150. PATIENT STATED THEY NEVER RECEIVED THE ORDER BUT TRACKING SHOWS IT WAS DELIVERED. AFTER CONFIRMING THE ADDRESS YOU NOTICE IT WAS SHIPPED TO THE WRONG ADDRESS. WHAT ARE YOU NEXT STEPS?
CONFIRM CORRECT SHIPPING ADDRESS
MARK PREFERRED
COMPLETE IR FOR RESHIPMENT
NOTATE
IF A KNIPPER/CARETRIA HIPPA FORM IS NOT ON FILE WHAT CAN BE DONE TO SPEAK WITH THE CALLER?
VERBAL FROM THE PATIENT
PATIENT CALLS IN THEY ARE IN MISSING INFORMATION? YOU NOTICE SEVERAL DOCS ON FILE. WHAT IS THE PROPER PROCESS?
REVIEW ALL DOCUMENTS TO ENSURE PATIENT IS TRULY MISSING INFORMATION PRIOR TO ADVISING THE PATIENT THEY ARE IN MI AND SHOULD SEND IN XYZ
IF EPOST REJECTS AND THE PATIENT INDICATED RX COVERAGE ON THE APPLICATION, WHAT ARE YOUR NEXT STEPS?
ENTER INFO FROM APPLICATION OR INSURANCE CARDS ON SPREADSHEET FOR INFINITUS!!
HCP CALLS IN REGARDING A PATIENTS APPLICATION STATUS AND COUGHS DURING THE CALL. IS THIS AN AE?
NO
WHAT SHIPPING METHOD DOES SPECIALTY MEDICATIONS SHIP BY
UPS
BUT YOU SELECT BESTWAY
WHEN SHOULD A KNIPPER HIPPA FORM BE OFFERED?
WHEN A CALLER THAT IS NOT THE PATIENT OR PROVIDER IS CALLING IN REGARDING A PATIENTS ACCOUNT AND YOU HAVE CONFIRMED HIPPA VIA VERBAL WITH PATIENT
NAME THE BCF END OF CALL STATEMENT
AGAIN I WOULD LIKE TO THANK YOU FOR CALLING THE BOEHRINGER CARES PATIENT ASSISTANCE PROGRAM MY NAME IS DESIREE. IT WAS A PLEASURE ASSISTING YOU. DO YOU MIND PARTICIPATING IN A QUICK 2 QUESTION SURVERY?