Billing and Payments
True or False; If a patient signs up for STS, but decides to cancel before their initial appointment… Patient is eligible for a refund without manager approval?
True
True or False- DS is required for reshipment of supplies only?
Answer: False
IPT
Internal processing Ticket
This is only used when extra time is needed beyond the proper wrap-up time per SOP’s. Should be used on a limited bases as the need is required.
Extended wrap up
True or False; Austin has visited the office in Katowice?
True
Pt is requesting a a pause- How many payments are required for Sema if PT received 3 HW orders and 2 TMC orders
13
TRUE or FALSE—-When MA assistance is needed you should use the “MA Ticket Transfer” macro on an existing ticket and submit it as “Open”
Answer False.
Any time a patient reports one of situations requiring MA assistance, a new ticket should be created for our MST team to triage.
PT
Patient
True or false? If an issue has been solved in a previous ticket but the ticket is in closed status you should always merge the ticket?
False
What are the colors of the privacy panels in the Henry Meds office in Katowice?
Green and red
It was supposed to be mix of colors from Henry and Polish flag, but in reality it looks like Christmas decoration
True or False--When Pt requests to cancel we are to determine payments owed upon canceling?
False
What are the next steps when a pt is requesting to update address, and the state was also changed and the pt has upcoming appointment?
Update address in EHR and check if provider is licensed in a new state, if not pt needs to reschedule the appt with a licensed provider
ODT
Orally Dissolving Tablet
True or false- If there are multiple new tickets in Z/D the tickets should all be merged-
Answer: True
How many followers does Henry Med's have on their Instagram account?
Answer: over 18k followers
Who can sign up for the 12-month upfront payment option?
New patients only
Existing patients, including reactivating patients, do not have this option.
True or false- If a patient threatens legal action or BBB; an immediate escalation should be raised
Answer: False
Initial Legal or BBB threats do not constitute an immediate escalation to an SCC. If a Legal or BBB threat is made, once the interaction with the patient has been resolved appropriately and solved out, these situations should be reported to Compliance
RX
Prescription
Which view should be used to locate any tickets from the same user?
Patient view
Is oral Semaglutide flavored?
Yes, with tangerine and monk fruit
Is the 12-Month Upfront Payment Option for GLP-1 an auto-renewing subscription plan?
No
Patients make a one-time payment that covers 12 months of service. After those 12 months, their contract with us expires and they will no longer be active patients.
What is the first thing you should always confirm before discussing details with a patient?
Answer: Identity- verify pt information to ensure HIPAA compliance
HIPAA
Health Insurance Portability and Accountability Act
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Who from the training team is doing voice-over for some of the videos in HDOK courses?
Chris Schatz