Refill Calls & Exclusions
SISLNext Navigation
Auto Dialer (BV)
HIPAA & Authentication
Minors & Third-Party Callers
100

When a patient calls back after receiving a Silverlink refill call, what is the FIRST thing you must do?

Apologize for the inconvenience and thank them for calling.

100

What does the Accounts field in SISLNext display?


Pharmacy account location, Silverlink ID, and the number of calls currently in the queue.

100

How many attempts will the Auto Dialer make before the task is released to be worked manually?

2 attempts

100

How many identifiers are required for inbound calls

3 identifiers

100

At what age do you stop sharing information about birth control, STD treatment, and mental health with a parent if the child asks for privacy?

13 years or older

200

Which DNF code is used for Adjusting Silverlink Refill Calls? ( for example the requested not to receive auto dialer calls) 

DNF 88

200

Where can you find the patient’s phone number and campaign name in SISLNext

 In the Call Queue field.

200

What does the “whisper” announce before a Silverlink Auto Dialer call connects?

The task name/variation and account number.

200

Name two acceptable third identifiers besides full name and date of birth

Zip code, Rx number, phone number, patient ID/policy number, or Medicare ID

200

What can a non-cardholder parent verify but NOT be provided

Phone number, address, email address, or payment information

300

A patient had a Refill Guide completed 10 days ago. Should they receive another Silverlink refill call?

No, patients are excluded if a Refill Guide was completed within the last 19 days.

300

Which field in SISLNext shows the last question the patient answered

The Member Details field.

300

For patients with a digital preference, what happens before the Auto Dialer attempts to call?

A digital message is sent and the task is suppressed until the 3rd attempt.

300

Do outbound calls require 3 identifiers

No, 2 identifiers are required (patient’s full name and date of birth)

300

When is it okay to release information to a third-party caller?

When the patient has given verbal or written authorization

400

Name two reasons a patient might be excluded from Silverlink Refill Calls (besides DNF codes)

Medication is excluded from the program OR a Refill Guide was completed within the last 19 days.

400

What do you enter to search for a specific patient call in SISLNext

The last 4 digits of the patient’s phone number.

400

If a patient asks not to receive Auto Dialer calls, what code must be added to their profile

DNF 88

400

What must you do if the caller refuses to authenticate

Provide the pharmacy phone number and advise they can call the pharmacy for assistance.

400

If a third-party caller cannot provide 3 standard identifiers, what should you do?

Ask for one additional identifier (e.g., physician’s name or facility)

500

What DNF code is used when a patient is deceased?

DNF 97

500

What information does clicking a specific call in the Call Queue display

The full details of the auto dialer/patient interaction before transferring the call.

500

When a patient answers an Auto Dialer call, what must you do before discussing any PHI?

Fully authenticate the patient per HIPAA requirements.

500

Which calls do not require authentication

Future patients (not in PeopleSafe) and Open Enrollment calls.

500

What must you document when a third-party caller is verified and given information?

 Caller’s name, relationship, and authorization details

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