Templates
If a member is switching from a retail pharmacy to mail order, after Pharm #2-no new rx we will need to email the member. Which template will you choose?
What is "Pharmacy Change Unsuccessful?"
If you are emailing a member after Pharm#2-No new rx, would you Auto Close the email or Agent Close?
What is "Agent Closed"?
How do you view the email prior to sending it?
What is "Click on the eyeball"?
Why do we always have to have a template, even if it's the "blank" template on our emails?
What is "to include our logo, signature and our survey on each email"?
What happens if you choose Agent Closed but forget to move it to "done"?
What is "It will remain in the In-Progress status until moved to done"?
Why don't we use Outlook for our emails?
What is "We can track emails this way and give you all credit for working them"?
If a member is upset by the alternatives we are suggesting for savings, which template would you use?
What is "Member Upset by Suggestions" template?
If a member is emailing you regarding issues logging into their account and you are expecting a response, would you pick Agent Closed or Auto Close?
What is "Auto Close"?
What do I put in the Reason Notes for my email?
What is "Why the member sent us a message or why we are emailing the member?"
If the member wants to know where they are at on their deductible, which template would you choose?
What is "Benefits Guidance"?
What is included in the follow-up email on Auto Close?
What is "Have we resolved your issue"?
If you need to exempt a case, how do you do so?
What is "Edit the case, then click exempt and set a reminder to follow up"?
If the pharmacy has received the new rx, but needs clarification from the MD prior to filling it. Which template would you choose?
What is "Awaiting MDO clarification"?
What does it mean when you choose Agent Closed?
What is "No follow-up email will be sent"?
What does "Notes Created by Member" mean?
What is "The member messaged us through their portal, which makes this a Member Note"?