Patient Engagement
This is a One and Done attempt task.
What is Contact Patient for Order Cancel Update?
Hold time is up to one hour on these attempts?
What is first and second?
This must be done to advise of a change in delivery date to the MD office.
What is contact the patient to advise?
What is Download Cancellation Failure?
You can find information here on how to contact different departments and business units.
What is the pharmacy reference page?
A form completed to let the patient know we have been trying to reach them without success.
What is a lost contact letter?
An order shipping to this location can be shipped without confirming a new delivery date with the patient, even if a signature is required.
What is CVS Retail?
These plans have performance guarantees that must be met with on time delivery - and we must notify patient of any delays.
What is FEP and BSC?
This populates when an issue with the RX occurs.
What is Manual Download?
You can find the Look-Alike/Sound-Alike (LASA) list here.
What is SharePoint?
A task that requires a manual outbound call to the member.
What is a Promised Callback task?
A second attempt allows for this type of contact.
What is an IMM?
Our contact number and hours of operation for FEP
What is 888-346-3731 and 24/7?
If no contact can be made at any attempt, this should be searched for/a call is made to MDO for this.
What are alternate numbers?
These are sent with first shipments, and contain educational materials for the patient.
What is a welcome kit?
These are the hours that we are able to contact patient in their local time zone.
What is 8:00am - 8:00pm?
You can sometimes work this task by faxing a form to advise of a delivery date.
What is MD Scheduling?
A member must request this for us to offer it.
What is copay assistance?
This task is manually created by a user to stop the downloaded order in process.
What is a fulfillment correction?
For escalated matters, this is the team you can reach out to.
What is the Resolution Team?
This is our FEP call disclaimer.
These types of medications must always be reconfirmed with the patient.
What are controlled substances (CII - CV)?
We must contact the FEP/BSC to advise of any change in delivery date if shipping here - even though its not shipping to their home.
What is CVS Retail and/or MD office?
This must be done on downloaded orders before any changes can be made.
What is cancel the download?
Who is David Falkowski.