HIPAA
What is the first question asked if the call is not CTI/IVR Authenticated after asking for the member’s first and last name?
Are you calling for yourself today?
Select all that apply: What work instruction(s) should you (CCR) use for grievance templates to document members dissatisfactions?
Content ID : TSRC-PROD-065920 Aetna Compass Med D – Oral and Written Grievances
The system displays the phrase _________, when placing the final fill for the medication.
What is Last Fill
List 3 Quick Actions in Compass
Member request to transfer Rx's from Caremark to new PBM. What work instruction
Content ID : TSRC-PROD-064299 Aetna Compass - Prescription (Rx) Transfer
Who is our Manager?
Camille
What is Christine's favorite color?
Purple
Recapping details for each prescription includes the follow
High Priority and Extended Stop See comments are removed by
A member of the Senior Resolution Team or a Supervisor
What is the goal for OSAT?
78%
The following call types do NOT require the Third-Party question
What is the WI # for Aetna Compass Med D - Work Instructions Index
Content ID : TSRC-PROD-066310 Aetna Compass Med D - Work Instructions Index
What is the TAT for New Rx Request?
Once we receive the prescription from your prescriber, it will process within five (5) business days, and will ship from our pharmacy the next business day.
Temporary Stop See Comments can be input by?
What is CCR
Where do you find the ROCC?
PeopleSafe(Virtual Address)
What information is obtained when a Prescriber calls? This includes the following caller types:
What is
Once it’s determined that the member has five (5) days’ supply or less of medication on hand, run a Test Claim to determine their eligibility for a refill.
Order is Too Early to Fill
No refills left on current prescription or the prescription is expired
Doctor’s office is closed
Traveling or out of their residential area
Lost or stolen medication
Unable to pick up medication (No Transportation)
DO you know how many PTO hours you have available
?????
What tab do you click on to view PBO's ans PA's?
What is the Plan Benefit Tab
What is the prescription transfer work instruction?
Content ID : TSRC-PROD-064299 Aetna Compass - Prescription (Rx) Transfer
What authentication requirements for calls that are transferred to you from another internal employee or from an external party?
Ask the transferring representative for their first name.
Ask if the caller has been fully authenticated.
If a member requests the status of their POA submission and it has been less than 30 days what do we educate the member
Inform the member that it can take up to 30 business days from the time their information is received to get a response.
Content ID : TSRC-PROD-063802 Aetna Compass - Power of Attorney (POA)
If the member has 5 days’ supply or less, what work instruction will provide alternative options?
What is Aetna Compass - Member Low or Out of Medication (064522).
What tab allows you to see members prescriptions?
What is Order Placement
What is the log activity code for Rx Transfer?
What is 307