Show:
Safety First
Patient
HCP
Somethings wrong
What did you say
100

If a patient does not speak English and needs to be transferred to the ISI, who is the vendor we use to assist?

The Language Line

100

What is the Customer Interaction Center (CIC)?

The CIC handles product questions, general inquiries, and escalated patient/HCP complaints.

100
What is the phone number to the MIC

888-NOW-NOVA

100

What online tool is used to document an AE

Novartis Pharmacovigilance Intake (PVI Tool)

100

What does MI stand for

Myocardial Infarction

200

What options does a patient have to receive PI

ISC can mail the standalone PI letter or be transferred to ISI to verbally listen to the PI
200
What is the phone number to CIC

888-NOW-NOVA

200
If a patient contacts the ISC to ask questions related to Covid 19 would the call be transferred to the MIC? If no, who would we transfer to?

NO, we would transfer to the CIC

200

What is a Product Technical Complaint

Quality, Packaging, Labeling, falsification or Counterfeit Product

200

What does FH 

Familial Hypercholesterolemia

300

What is Prescribing Information (PI)

Information about the medication that can be provided to a patient with specific product questions. It typically contains a summary of essential scientific information needed for safe and effective use of the medication.

300
If a patient wants to speak with a live person we would transfer to the CIC (True or False)

True

300

What are the business hours of the CIC

8:30am to 5:00pm EST

300

What actions do you take if a patient has a lapse in treatment due to an HCP error

Submit an AE and then transfer to the ISI line


300
What is HeFH
Heterozygous Familial Hypercholesterolemia
400

Provide some examples of when an ISI transfer is needed

Any mention of disease state or Dx

Any mention of side effects

Any mention of contradictions or concurrent therapy

What’s in this stuff?

What is the correct dosage?

How often do I have to get this shot?

What is the medication used for?

400

What are the business hours of the CIC

8:30AM-5:00PM EST

400
Transferring the HCP to the MIC typically occurs when we are unable to answer product questions from the what?

FAQ's

400

What is the minimum needed to report an AE

An identifiable Novartis product

A potential adverse event

400

What is ASCVD

Atherosclerotic Cardiovascular Disease

500

What is the (ISI) Important Safety Information line?

A pre-recorded message that will have a phone tree giving options to listen to the ISI for LEQVIO, or to both the ISI and PI Prescribing Information.

500
What function do you use in Five9 to warm transfer to the CIC?
Conference Function
500
What are two examples of times we would transfer providers/office staff to the MIC
Product complaints/ Adverse Events after gathering information to report the AE
500

What is an Adverse Event

Any untoward medical occurrence in a patient or a clinical trail subject administered with a Novartis product and which does not necessarily have to have a casual relation with the product. 

500

What does PCSK9 stand for

Proprotein Convertase Subtilisin/kexin Type 9