Call Quality
What is the outbound disclaimer?
what is This call may be recorded or monitored for quality purposes.
What is the bill group for PrudentRx?
What is UNN
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
Do we use the outbound disclaimer when leaving a voicemail?
what is NO
If a claim shows PrudentRx Eligible, do I tell the patient they are eligible?
What is NO- PRUDENT WILL CONTACT THE PATIENT
What task will populate when a member's NPE/Refill order may be delayed for specific reason. Some examples will include
-CPA has exhausted
- 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
If you speak to someone besides the patient (spouse, parent, family member, or friend) you MUST get what info from them to HIPAA verify them? (correct answer must include all 3 things)
What is FULL NAME, RELATIONSHIP TO PATIENT, & "IS THE PATIENT AWARE YOU ARE CALLING ON THEIR BEHALF?"
If the patient is PrudentRx=P or PrudentRx=UC, do we transfer patient to Prudent after scheduling their order?
*AFTER scheduling*
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 is YES
Can I update secondary bill group to UNN?
What is NO
(there is a team on the back end that handles this)
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 do you verify when going over a MOP on file in order guide? (3 things)
What is CARD TYPE, LAST 4 DIGITS OF CARD, & EXPIRATION DATE
What is Copay Optimization Program
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"