PAE/PTC/MI Identified Events
I am calling to inquire about medication replacement from a report I called in. I received damaged pens
What is a Product Technical Complaint?
Upon finishing a note what is the final step
What is hitting process?
how do you transfer to DA, Escalation line, HQ, or Sanofi call?
Warm Transfer
Ready Voice, ACW Task Completion, Break, Lunch, EOS, Meeting, Personal, Sup 1on1, W@H System Issues, Q 1on1 (for some)
Approved Five9 Dispositions
I just started taking Dupixent and the pharmacy told me to sign up for a discount or debit card, first step
Enroll in copay card only
I missed a dose of my medication, will this cause any issues should I just skip or double up?
What is a Medical Inquiry, and a PAE?
What do you do to help a Pharmacy run an old claim within the allowed window in CART
What is an Open Window
Provides Program information including benefit amount, processing info, restrictions, and more.
What is CART
This call is being monitored or recorded to ensure the highest quality customer experience
What is the proper announcement when receiving a callback?
Apidra, Lantus, Toujeo, Multaq, & Soliqua
What are Non-DA Copay Cards? or what are Franchise Savings cards?
PT asks what kinds of side effects are normal
First and last name, Phone including area code, Date of Birth, Email, Full address including City, State, and Zip
What are valid pieces of demographic information?
Back Date Request / Override, General Service Requests, VDC Issues, Add A Pharmacy, Kevzara Backdate Request, Kevzara Timely Filing Override, Additional Email Issues, Kevzara MAXIMIZER
What are Service Request Templates?
Call to Sanofi to report PTC/MI is unsuccessful, next step?
What is sending a SECURE email to the Sanofi box to report?
QA Score, AHT, Schedule Adherence, Non-Productive Idle, Hold Time, Attendance Occurances
What are your monthly Metrics on your scorecard?
I came off my medication due to being pregnant, I'm getting back on medication now.
What is a Potential Adverse Event?
SOP-OPS-0279
Confirmation of Correct Record Accessed - PHAC, MDBC, Sanofi
Process when receiving a transfer from a internal or external caller?
What is re-verification of transferred caller?
PT on Dupixent and states this medication works wonders, I no longer have dry itchy skin and my blood pressure is even lower
What is a PAE?
Call Reason, Professionalism, Rapport/Empathy, Anticipate/Explain Next Steps, Resolution
What is the Customer Experience portion of your QA
Patient has passed away
What is a Potential Adverse Event
I am fed up with this and I might as well kill myself
What is a Potential Suicidal or Violent Caller - SOP-OPS-0285
Compliance, Accurate Information, Business Processing, Documentation, Branding
What are the Policies and Procedures categories on a Quality Evaluation?
WI-OPS-2717
PAE/PTC/MI Reporting Process
What is completed upon a PT death, duplicate account, new medicare PT,
What is terming a PT account