Pioneer
We cannot run test claims in pioneer for these markets
What are National/Expansion Markets?
Steps would you take to add a note in CAPOS for a customer
What is go to edit details and update preference section?
Status you should you be in when working Outbound
What is PS-Non HB Work?
We should never leave this unattended
What is a package, delivery, or order?
Where do you go to view your daily schedule
What is IEX?
Number of days in advance can we do a vacation override
What is 5 days?
Filter settings in CAPOS when working BATCH before 5 PM
What are Phone, Emails, and Fax?
Market or markets where are we responsible for handling customer contacts tasks
What is only NYC?
The task you make when a customer is missing the fridge portion of their order
What is LX: Manager Investigation?
How much time in advance should you update your status in HB before heading to lunch or leaving for the day
What is 15–20 mins?
First, you try processing the prescription. It rejects due to a "refill too soon" error; you then reach out to the customer to gather their destination and arrival and departure dates
What is a vacation override?
Next steps when a Miami customer is reaching out for an early refill on a C2 medication
What is create a CP review task?
What to do when working an retrieval and getting an automated message that sounds like a personal phone that is not a doctor
What is Do not leave a voicemail?
Steps you take when the courier is being sent the wrong coordinates
What is creating a FRIT and tagging the correct LX tier?
How long you have to respond to messages in Slack
What is 10 minutes?
Steps would you take if you received this rejection for a customer who is texting in: "Prior authorization or medication not covered (reject codes 70, 75, 76, 88)"
What are Place RX on hold, Set medication card status to Pharmacy Work Pending, Send suboxone/ipledge comm, and Reassign to Prior Auth?
Next steps when a customer reaches out to reschedule their order that is currently in delivering status
What are Do Not Reschedule and send the canned comm, "Unfortunately, your order is already out for delivery and we are unable to reschedule. We encourage you to make arrangements to accept your delivery or have someone receive it on your behalf"?
The two next steps when working a first attempt retrieval for an EMR preference md and you get an SPI rejection
What are Call the provider's office and Add the task to the #EMR_failure Slack channel?
Steps you take to mark an incomplete order as delivered
What are Mark Delivered in Capos and create a FRIT to correct delivery date?
LAO is the acronym for this
What is a Looking after Opportunity?
Steps would you take if you received this rejection: "Prescriber not Enrolled in Medicaid"
What are Put the RX on hold, Set fill to Pharmacy Work Pending, Create PRO: Request from PX, Reason: Assistance Processing Prescription, Provide 1 hour SLA for customer?
What to do when a customer is reaching out to transfer in a prescription but they are unable to see the option in the app
What are Ask if they have the latest version of the app downloaded and Send the comm "Hi [{{customer name}}], you can request a transfer of your prescriptions to Capsule by clicking on ‘Account’ and ‘Add Prescription’. You can also click on this link: https://capsule.com/rx/transferpharmacy which will take you directly to the form. Please let us know if you have any questions."?
The next step after setting the HB response and updating the customer for an SPI rejection and successfully leaving a voicemail with the mdo
What is Update provider card to add this note, "After hours VM confirmed", adding your initials and date?
The steps you take you find the courier notes for a completed delivery
What are search for the onfleet task id and scroll down to the bottom of the task card?
The 3 things Niko Doesn't tolerate
What are Laziness, Attitude, and Repeat offender?