A
What needs to be done first by patients for every refill of medication?
Fill out a refill intake form and 3rd Injection
The highest level of injectable compounded medications we currently offer.
Level 5
A tool that is used as a digital filing cabinet for the patient's health records. EHR stands for Electronic Health Record.
Healthie
What needs to be done by a patient if he or she has missed taking the medication for two months?
Fill out intake form and set up appointment
For RemedyMeds patient, where should we forward their sync visit request?
asynctosync@remedymeds.com
We have four ways of reaching out to patients: ____, _____, _____, and _____.
Call, Direct Email, Email Forwarding, and AI Outreach
HeyRevia will delay the flow and wait until ___ in the patient’s time zone before starting the loop.
9:00 AM
What completes a loop?
SMS, Email, Call and (Voicemail if not answered)
How many times can our team leave a comment after checking the correct workflow of AI?
One
Who most often pushes the ticket to SVR?
Providers and Async Tier 1 Agents
Patient Response vs Client Response
A client response involves escalating the concern to the vendor or support team without directly communicating with the patient, while a patient response allows direct communication with the patient without needing to coordinate with the vendor.
Why do we check the Original Async Ticket?
To know the reason for sync visit
State the 2 main reasons why Tier 2 on-hold tickets are re-opened.
First, some tickets are reopened because the patient responded through the AI outreach, which means the conversation now requires assistance from a human agent.
Second, the patient did not respond during the five consecutive days of AI outreach attempts. In this case, a human agent must send a final closing email to the patient.
The patient has an upcoming care coaching appointment and the agent closed the ticket. Is this the correct action? Why?
No. We can only close the ticket if the appointment is a provider visit (Initial/Refill Appointment)
When can we send the final email?
After 5th Loop / Few hours before 24 hours since 5th loop
Are we allowed to disclose to our patient that we can change the dosing that they prefer? Why?
NO - We are not Medically Trained, we need to set an appointment with the provider
Can patient still request a refill after 6 months of no show? Explain
Yes - As long as patient will answer another intake form
What is the first thing you should do upon receiving a ticket?
For _ consecutive days HeyRevia will attempt to contact the patient daily.
5
If the patient refuses to provide their DOB, how will you respond to the situation?
Assist them by verifying the other info:
Name, Email
Name, Phone Number