Refills
If a caller requests to refill their Trazodone 15mg which button would you select in PromiseNet?
You would select the refill tab to access the patient prescriptions and then complete the order.
Patient is inquiring about the status on an order submitted for Omeprazole 20mg. How should you proceed?
Check under the activity tab for order details. SOP 4.1.1
What 4 pieces of information do you need to update a patient's insurance information?
SOP 2.2.4
1. Member ID from current insurance card
2. RX BIN number
3. RX PCN number
4. RX Group number
Where would you go in PromiseNet to see if a transfer request was submitted?
You can locate the status of a transfer under the Issue Transactions List found on the Activity Tab in PromiseNet.
Where do you go to see if a patient has a balance on their account?
You would check in the Account info tab within the patient's profile in PromiseNet or it can be located under the patient's address in the Activity tab. SOP 2.4.1
If a patient's existing prescription no longer has refills available, how would you proceed?
You would complete the order like normal which will then send a refill authorization request to the prescriber's office. Once approved, if signed up for notifications the patient will be notified. SOP 3.1.1
If a patient calls regarding their Prednisone 20mg and you see the order status reflecting STP. What does that mean?
STP means that the order and/or prescription has been sent to Plus meaning that it has already been sent to the pharmacy to be shipped. You should inform the patient of the expected shipping timeframe for the medication. SOP 4.1.1
How do you access the patient's insurance information in PromiseNet?
Once you access the patient's profile, you should click on the patient's name which will then take you to a screen with the patient's information. On this screen, you would click on the link that states Third Party Plans. SOP 2.2.4
Patient calls and states they see suspicious activity on their credit card report. How would you proceed with the call?
Probe to obtain as many details about the situation. · Create an open Accounting issue to document the patient’s account/details of the suspected fraud charges. SOP 2.4.7
You submit a refill order but the patient claims that they don't have any medication currently on hand. How should you proceed?
You must provide the patient with options. First offer nearest Walgreens pharmacy for a short-term supply or you can offer that they contact their prescriber's office to request that they write an emergency supply prescription. Lastly, you can provide an expedited shipping option but at an additional charge. SOP 3.1.4
Patient requests to update/change method of shipping on a prescription. How should you proceed?
You would select the order number under the activity tab and the shipping address tab to update the patient's information. Please make sure to enter patients first and last name before selecting save. You should also check with the patient if this is a temporary or permanent change. SOP 4.2.1
You see that the patient's insurance is no longer participating with Alliance RX Home Delivery. What should you inform the caller?
You should inform the patient that their insurance is no longer contracted with Alliance RX and that they must reach out to their insurance company directly for the new Home delivery contact information. SOP 2.3.12
If a patient declines to provide an email address for email conformation when submitting a new transfer request form, what specifically should you type in the email section?
Declined@alliancerxwp.com SOP 3.1.3
True or False? Patient is calling with an accounting issue. Patient is requesting to speak with the accounting department directly. Do we transfer Patient to the Accounting Department for further assistance?
Answer is False. In the event there is an accounting issue that needs further review. Please inform Patient that we can place a ticket with their inquiry for the accounting departments review and a representative will get in touch with the patient within 48-72 hours. We do not transfer patients to the accounting department. S.O.P 2.4.14
If a caller states that they want to have their Furosemide 30mg reprocessed. What should you do?
The agent should access the patients account to see if there are any prescriptions in process or they should check if there is a rx on file for the prescription.
If rx is on file, you would fill the medication like normal. SOP 3.1.8.
When should we offer expedited shipping to a patient at Walgreens expense?
SOP 4.2.1 We would offer when the patient is....
1. Seemingly frustrated and out of medication due to an issue.
2. Transferring from a previous service to Service to Alliance Rx Home Delivery
3. There is a delay with their order that was caused due to an error by Home Delivery.
You receive a call with a patient inquiring if there are any services that we offer outside of Home Delivery. What should you do?
Apologize and advise the patient that we don't support that requested service. They can call the customer service number found on the back of their insurance card or if they'll like we can cold transfer them over to their insurance provider. SOP 1.6.6
A patient calls and requests that they would like to have their Adderall transferred from their local Walgreens to Home Delivery. How should you proceed?
You should inform the patient that a new rx would have to be provided to Home Delivery. Unfortunately, we cannot transfer controlled substances to Home Delivery. SOP 3.2.4
Which three ways can a patient receive a copy of their prescription records?
Option one: Access account records online via Alliancerxwp.com or Walgreens.com
Option two: If records are older than 15 months, provide the contact information for Custodian of Records: · Phone: 217-554-8949 · Fax: 217-554-8955.
Option three: If patient is requesting records mailed, please create accounting issues ticket.
SOP 2.3.5
The doctor is calling in a new prescription for his patient Angela White. How should you proceed?
SOP 3.2.1 We would first offer the doctor's office to have the new prescription either fax or e prescribed to us. Then provide Home delivery contact information. If they only want to provide a new prescription over the phone, then we would warm transfer to Home Delivery RPH Doctor office/ Pharmacy transfer Tempe.
A patient calls stating that their local pharmacy is currently closed but they'll like to know the status on their Clopidogrel 25mg. The whisper tone comes in as Retail emergency line. What should you do?
First kindly apologize and inform the caller that the store is currently closed due to an emergency. Next, locate the nearest store by using Walgreens.com Store Locater. Last, you should cold transfer the caller to the requested store if located. SOP 1.5.16
A patient calls and states that they received a message that the insurance did not approve the medication. You check the profile and notice that it's a specialty medication. How would you proceed with this call?
You should first inform the patient that the prescription is a specialty medication and then ask if they'll like to have the specialty phone number of 877-627-6337 for future reference. After these steps, you would then cold transfer them to the Alliance RX Specialty Department. SOP 1.6.7
If a patient calls and is inquiring about a transfer request that has been submitted to CVS, but when checking the transfer request, you notice that it's been 10 days since it was last submitted, and the order status shows as manifested. What should you do?
Apologize for the delay and inform the caller that they should expect to receive the order within 3-4 business days. SOP 3.2.3
Sandy Jones calls upset that she received a "collections" notice of a balance owed. In checking patient profile and notice that the patients account balance reflects at zero. Where do we check to confirm payments were made and balance is in fact zero?
In PromiseNet, under Account Info tab. Please check Transaction History section and review all recent transactions and payments with patient. Inform Patient that the notice was generated prior to any credit card updates taking place on the account or any payments posted. Confirm with any pending transactions and zero balance prior to ending call.