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Pharmacy Channel Processing
Deferred Payment Plan/Invoice $500
Genesys Call Routing Launch
Team Knowledge - College Edition
100

What section of the Insurance view can you find the Pharmacy Tier list?

Pharmacy Requirements - Preferred Pharmacy
100

This Hashtag is needed to add within a memo for the Invoice under $500 option

#INVOICE

100

This person is responsible for taking over a territory if the PSA is not in that day 

Back-Up Buddy

100
We have 3 alumni's from this University 

San Diego State University

200

Distributors will check for RX coverage for supplies only and will ship this pump via DME

Tslim X2

200

How are the invoices sent to the patient and when?

  • “Invoices are typically sent 30 days after shipment, both by mail and email.”
200

If a patient calls in after you are gone for the day, it will route to which option?

Inbound

200

"Fear the Tree" is the athletic slogan for this prestigious university Gina worked for 

Stanford University

300

When qualifying a parachute file, who sends the parachute referral to the distributor?

Processor
300

What is the hashtag we enter in the memo when completing a deferred payment plan?

#60

300

With User-specific skills being retired, this skill is replacing it so you can capture your patients calling in

Territory-Specific Skills

300

This animal is the mascot Stella went to college at

Wildcat (Kansas State)

400

It is acceptable to keep this type of patient with there current distributor or direct at there specific request

Renewal

400

What part of the order do you enter "#60" or "#Invoice" when completing these options?

Internal Note

400

Name 2 reasons out the 4 why a call would go to inbound

No 1:1 phone number match for customer or lead

Multiple phone number matches for a patient

CRM status reason not matched to PSA routing

Territory/region is closed and customer calls after hours

400

This college Gavin attended is the only college in the nation to have a Blue Turf football field

Boise State 

500

In your best memory, give the patient talk track for the new pharmacy process (Ex sending to byram)

“After reviewing your plan, it appears you are in network with (Hybrid Distributor) who can process your pump and supplies through either your medical (DME) and/or pharmacy benefits. The distributor reviews options and ensures you receive the best possible coverage and cost savings available through your plan. I will be sending your referral today and (distributor partner) should be reaching out within 3 business days."

500

This is the suggested language to use when completing an invoice under $500 order

“Since your order is less than $500, we can ship your pump today without collecting payment. We’ll send you an invoice to the address we have on file, and payment won’t be due until you receive it. Please note that the balance will need to be paid in full, and instructions will be included on the invoice.”

500

Name 2 Key thresholds that will alert WFM to reach out to a PSA 

  • Long Call: 1.5+ hours
  • Long Hold: 10+ minutes
  • Long Wrap: 10+ minutes (short call) or 75%+ ACW (long call)
  • Long Away: 15+ minutes
  • Tech Issues: 10+ minutes
  • Long Break: 20+ minutes (without accommodation)
  • Long Meal: 10+ minutes past allotted time
  • Not Responding status
  • Disconnect with open interaction
  • Logged out of Genesys (outside scheduled hours)
  • Outbound calls without selecting a queue
500

Known as "Big Blue" this college is the team Peyton lives by and roots for

Michigan