QA
WHAT IS OUR OPENING STATEMENT?
THANK YOU FOR CONTACTING BOEHRINGER CARES PATIENT ASSISTANCE PROGRAM MY NAME IS DESIREE HOW CAN I ASSIST YOU?
HCP CALLS IN REGARDING A PATIENTS APPLICATION STATUS AND COUGHS DURING THE CALL. IS THIS AN AE?
NO
IF A PATIENTS APPLICATION STATES 2 IN THE HH AND THEY ONLY SUBMIT POI FOR 1 IS THIS ACCEPTABLE?
YES!
HOW MANY FORMS OF HIPPA ARE REQUIRED IF THE PATIENT CALLS?
CAN YOU NAME THEM?
3
PATIENTS FULL NAME
PATIENTS DOB
PATIENTS ADDRESS OR TELEPHONE NUMBER
PATIENTS CAN BE PLACED ON _____ TO AVOID CALLING IN FOR A REFILL
AUTOFILL
PATIENT EXPRESSES CONCERN REGARDING SITUATION THEY ARE CALLING FOR? HOW TO YOU RESPOND?
I WOULD BE HAPPY TO ASSIT YOU WITH THAT, -VERIFY HIPPA
PATIENTS HCP CALLS IN ADVISED THE PATIENT PASSED AWAY FROM UNKNOWN CAUSES ON 3/24. IS THIS AN AE?
YES. REPORT
DO WE USE GROSS INCOME OR AFTER DEDUCTIONS?
GROSS INCOME
IF A PATIENTS SPOUSE OR CHILD CALL IN REGRADING A PATIENTS ACCOUNT, CAN YOU SPEAK TO THEM WITHOUT A VERBAL FROM THE PATIENT OR A KNIPPER HIPPA FORM?
NO THIS IS A VIOLATION OF HIPPA
You receive a call from an individual whom is not the patient or provider how do you proceed with HIPPA verification?
Callers Name and relationship to the patient.
Patients Full Name DOB and address
Check for a HIPPA form
Verbal Consent from Patient if no HIPPA form is present
PROVIDER IS CALLING REGARDING AN APPLICATION STATUS YOU NOTICE THE PROVIDER SENDS FAXED APPS THIS IS THE PERFECT TIME TO
TALK ABOUT RX LIGHTNING
PATIENT CALLS IN AND SNIFFLES LATER IN THE CALL PATIENT STATES THEY HAVE THE FLU. IS THIS AN AE?
YES! REPORT
HOW MANY PAY STUBS ARE NEEDED FOR A PATIENT THAT IS PAID BI WEEKLY TO CALCULATE LAST 30 DAYS?
2 PAY STUBS
IF A KNIPPER/CARETRIA HIPPA FORM IS NOT ON FILE WHAT CAN BE DONE TO SPEAK WITH THE CALLER?
VERBAL FROM THE PATIENT
PATIENT CALLED IN REGARDING THEIR SHIPMENT, YOU SEE THE ORDER WAS PLACED ON 2/10 FOR OFEV 150. PATIENT STATED THEY NEVER RECEIVED THE ORDER BUT TRACKING SHOWS IT WAS DELIVERED. AFTER CONFIRMING THE ADDRESS YOU NOTICE IT WAS SHIPPED TO THE WRONG ADDRESS. WHAT ARE YOU NEXT STEPS?
CONFIRM CORRECT SHIPPING ADDRESS
MARK PREFERRED
COMPLETE IR FOR RESHIPMENT
NOTATE
PATIENT CALLS IN THEY ARE IN MISSING INFORMATION? YOU NOTICE SEVERAL DOCS ON FILE. WHAT IS THE PROPER PROCESS?
REVIEW ALL DOCUMENTS TO ENSURE PATIENT IS TRULY MISSING INFORMATION PRIOR TO ADVISING THE PATIENT THEY ARE IN MI AND SHOULD SEND IN XYZ
NON PAP PATIENT CALLS IN, THEY STATE THEY PICKED UP A STIOLTO INHALER FROM WALGREENS. ITS NOT WORKING, IS THIS A PQC?
YES PLEASE REPORT TO MTI AND CREATE IR
When is a Zero income letter required?
When there is only 1 member in the household or all members and that individual/individuals have $0 income.
WHEN SHOULD A KNIPPER HIPPA FORM BE OFFERED?
WHEN A CALLER THAT IS NOT THE PATIENT OR PROVIDER IS CALLING IN REGARDING A PATIENTS ACCOUNT AND YOU HAVE CONFIRMED HIPPA VIA VERBAL WITH PATIENT
YOU MUST _____ ADDRESSES PRIOR TO SETTING UP SHIPPING
ECHO VERIFY
NAME THE BCF END OF CALL STATEMENT
AGAIN I WOULD LIKE TO THANK YOU FOR CALLING THE BOEHRINGER CARES PATIENT ASSISTANCE PROGRAM MY NAME IS DESIREE. IT WAS A PLEASURE ASSISTING YOU. DO YOU MIND PARTICIPATING IN A QUICK 2 QUESTION SURVERY?
PATIENT CALLED IN AND ADVISED THEIR QUVIVIC WAS MAKING THEM SICK, PATIENT IS NOT TAKING A BI MEDICATION. IS THIS A AE?
YES BUT NOT FOR BCF BUT PLEASE TRANSFER TO IDORSIA
WHAT LINES DO WE USE ON A 1040SR?
6A AND 9- WHICHEVER IS HIGHER
HOW MANY FORMS OF HIPPA MUST BE VERIFIED ON HCP CALLS?
CAN YOU NAME THEM?
7
CALLERS FULL NAME
CALLERS JOB TITLE
PATIENTS FULL NAME
PATIENTS DOB
PATIENTS ADDRESS
PROVIDERS FULL NAME
PROVIDERS NPI
You receive an application, but the dosage and directions are missing. How do you proceed to process the application?
Enter the lowest dose and directions of QD(once daily)