Call Quality
Please give me a statement that express Empathy.
"i'm so sorry about your loss"
"Youre right"
" Thank you for informing us about this"
INGRX-ORDER-8011944-PDM Prescriber edit failure
How would we resolve this Task?
What is send email to PDM Stewart to assist with downloading?
What two task will populate when working PT engagement?
What is "Contact PT for status update"
"Contact PT for order cancel update"
What is the proper Ingenio representative introduction?
What is My name is ___ Pharmacy service representative
We should refer PrudentRx as "Relief cost program"
What is False
Give me an example of courteous and professional tone
"excuse me"
Thank you"
"My pleasure"
"Yes sir, no sir"
INGRX-ORDER-12812163-DOWNLOADED WITH INCORRECT NEEDS DATE
TASK DESCRIPTION-Refrigerated medication cannot be shipped over weekend for Monday delivery.
How would we solve this Task?
What is Call member to reschedule delivery
What task will populate when a member's NPE/Refill order may be delayed for specific reason. Some examples will include
-CPA has exhausted
- an order needs to be rescheduled
- The member needs to be aware of a dose change
What is CT PT for status Update
What is the minimum worklist accounts that needs to be completed weekly
What is 180 accounts weekly
Outbound call disclaimer is needed when leaving a VM
What is false
Name two additional identifiers when authentication PT account. Besides PT first and last name, DOB and Zip code and medication name (2 answers)
what is What is Telephone number and Policy number
INGRX-ORDER-8060592- Doctor CVS Caremark Edit Failed
How would resolve this Task?
A request to MDO for NRX, Doctor CVS Caremark is for a courtesy amount.
How do you find the instruction on what to do with the Task?
What is " Clicking on the Task"
Member calls in as their Tacrolimus has not arrived and was supposed to arrive yesterday, which Primary Reason should be selected:
What is Order Status/Delivery Tracking
Mulit-org. accounts can be handle if medication is branded as IngenioRx
What is True
What are some violations of caller experience?
call avoidance, rudeness, long hold without checking on member, argumentative
INGRX-ORDER-7939067-A New RX must be Obtain. Controlled substance EX expired on 10/3/2021
How would we resolve this Task?
What is "You will make an OBC to MDO or send a fax for new RX"
Please give me a phrase when leaving a voicemail for the PT.
What is This is___ with INGRX specialty pharmacy and i am calling to reach ____regarding a possible delay in your order.
Member calls stating that we called them about their Humira order but not sure what the issue is, which Primary Reason should be selected:
What is Returned our call
A call was received through an IngenioRx phone line and then transferred to a dedicated team. The first representative handling the call is responsible for documenting the call info the IB Call tracker. Receiving colleague does not need to log the call.
What is True
What QA Category does this phrase fall under. "the agent didn't verify the full delivery address as the city, state and zip code were skipped."
-Educate on Appropriate Program Options
- Clinical Questions/Documentation
-Courteous and Professional Tone
-Proper Use of Temple
What is Proper Use of Temple
INGRX-ORDER-12481212-DOWNLOAD CANCELLATION FALUIRE
TASK DESCRIPTION- Cancel download attempt on order in packed (P) status
How would we resolve this task? (2 answers)
What is Reach out to SME to cancel the order in HBS or send email to backend/escalations to have order cancelled
For return policy: What statement is said to the PT during the Refill/NPE guided (Verbatim)
What is "I would like to make you aware once the medication has been shipped to you it cannot be returned or exchanged. we also can not give credit for unused of unfinished medication"
What type medication has to have an RX renewed every 6 months instead of annually.
What is Controlled Substance
If member has a SPOC but they are unavailable and the member state it is ok for us to assist then we can proceed?
What is "True"