From the time the referral is received, what is the max amount of time that will pass before your triage CSR will contact the customer?
Two Hours
100
What is the purpose of the client call back?
o Identify any patient needs, questions, concerns, etc…
o Review paperwork with the patient.
100
What is the max number of catheters per month Medicare will pay for?
200
100
What is the main difference between a dispensing order and a detailed written order (DWO)?
Detailed written order has all of the elements on it. We can bill with a DWO.
(Name, Item to dispense, Quantity, Frequency, Provider Signature, NPI, Date)
100
This CSR has lived in four different states throughout their life. They are in charge of setup and tear down of the music equipment at their church each week. Their heart is owned by a four year old little boy. Who is the CSR?
Janet
200
Name three functions that take place during the initial (triage) call to the patient?
o Verification of demographics and insurance information
o How many products the patient has on hand and when do they need their shipment
o Next steps in the process
o The name of their CSR
200
Name one of our policies or programs that allow us to assist our customers with financial concerns.
o Financial Assistance
o Spreading Deductible
o Payment Plan
o Automatic Credit Card Withdrawals
200
What does PDF stand for?
o Permanency
o Diagnosis
o Frequency
200
Name two manufacturer features and/or selling points for the Convatec catheters
o Largest distributed catheter in Europe
o Polished eyelets, soft and rounded
o PVC material (latex free)
o Female available 8-16fr
o Male available 8-18fr
o Available to all insurance plans
200
This CSR was adopted at age three and their family has been blessed every since. In addition, this CSR is originally from Texas. Who is it?
Esta
300
Upon receipt of an urgent email from the CSR how long do you (sales rep) have to respond?
One to two hours
300
How many days after a NOGO referral is sent to another provider does your CSR follow-up with the patient?
Three days
300
As it pertains to PDF, what are the two main diagnoses that must be on file for Medicare to consider coverage of urological supplies?
o Retention
o Incontinence
300
What is the brand name of the Coloplast non hydro catheter?
Self Cath
300
This CSR has survived a brain tumor and seven additional surgeries. They met their sweetheart when they were sixteen. Who is it?
Ashleigh
400
Name three functions that take place during the CSR’s call to the patient for the “client interview.”
o Has the customer used the product before and if so how long
o Did the doctor indicate a length of need
o Does the client have any f/u appointments
o Were there discussions for surgery
o How often the patient is catheterizing
o If Medicare, is the patient receiving any home health or therapy in the home
o Review of insurance benefits and out-of-pocket expense
o Review of the patient packet and COA
o If applicable, auto ship program
o If applicable, discussion of A4353
400
This term is used to describe patients on a program who receives their re-orders around the same time each month without receiving or placing a call.
Autoship Program
400
Describe what Medicare considers “permanency” to be? How long?
Having lasted or expected to last a minimum of three months.
400
Does Medicare cover intermittent catheters to be used solely for the purpose of dilation?
No
400
This dynamic duo has been friends since the 8th grade. They graduated high school together in 2005.
Ashleigh & Jenn
500
How many call attempts are made to reach a patient regarding a new order before a “need contact” letter is sent to the patient?
Four to Five calls
500
How many calls do our “callin” patients receive regarding their monthly order?
One reminder call
500
Name three of the five ways a Medicare patient may qualify for A4353 product?
o Beneficiary resides in a nursing facility
o The beneficiary is immunosuppresed (on a regimen of immunosuppressive drugs post transplant, on cancer chemotherapy, has AIDS, has a drug-induced state such as corticosteroid use)
o The beneficiary has radiologically documented vesico-ureteral reflux while on a program of intermittent catheterization
o Spinal cord injured female with a neurogenic bladder who is pregnant
o Beneficiary had 2 separate UTI’s while on a program of sterile intermittent catheterization with the catheter and sterile lubricant, twice within the same year prior to the initiation of sterile interm cath and kits
500
I am a manufacturer of catheters which possess fire polished eyelets, my catheters are made of a vinyl like DEHP latex free material and we donate 10% of our net profits to research for spinal cord injuries. Which manufacturer am I?
Cure
500
This CSR quit the wrestling team in high school after three weeks because the smell of the wrestling room made them ill. Running track throughout school eventually earned this person a full ride scholarship to college. This CSR also used to perform spoken word poetry in front of large crowds for fun. Who is this CSR?