Refills
Name the TAT for a refill.
What is 5-7 days?
What does WISMO stand for?
What is...Where IS My Order?
Do you call clinical to lower the quantity of medication?
What is...yes?
Name the first thing you do if an application is slow to load, spinning, or freezing.
What is...clear cookies, exit internet explorer, and restart?
If you need to find the price of a medication and RX Connect is down, what can you use?
Argus
Rx Nova Call Connect
Rx Lookup/RTM
Are PDP members eligible for auto-refills?
What is...nope!
Where in OMS can you edit the address of an existing order?
What is...edit bill/ship?
What does Pending CMM mean?
How long does the CSR Password Reset temporary password last?
What is 30 minutes?
Recite the NPS (closing) statement.
What is the next refill date for non-controlled medications?
What is when 82% of their medication is used?
What should be provided on every PRESCRIPTION STATUS call?
What is...team voicemail and extension?
Name THREE clinical misroute situations.
What is...
Can you add a card if ebilling is unavailable?
To load relevant phone numbers in softphone, what button do you press in CRM?
What is...Call Transfer?
What amount is the member's credit limit and what does this mean?
$100.00, that you can release the order on invoice if it's under $100.00.
Name the Mentor document that helps with Argus claim errors.
What is Actions for RxNova Error Codes?
Do you transfer to clinical to update member's allergies?
What is...yes.
When a member states they are having issues logging in to Humanapharmacy.com, what is the first question you should ask?
What is..."What web browser are you using?"
If a member's Humana Pharmacy account is active in Epost but not CRM, what step is needed?
What is...create is a policy update? (email request to failed claims reprocessing)
Name the TEN refill points that you must go over with the member.
What is....
FULL MEDICATION NAME, QUANTITY, AND DAY SUPPLY
TAT
EST COPAY
PAYMENT TYPE
ADDRESS
ORDER NUMBER
NEXT REFILL DATE
REFILLS REMAINING
ENOUGH TO LAST?
OFFER TO GO OVER OTHER AVAILABLE MEDICATIONS
Name the NINE WISMO points that you must go over with the member.
What is....
FULL MEDICATION NAME, QUANTITY, AND DAY SUPPLY
TAT
EST COPAY
PAYMENT TYPE
ADDRESS
ORDER NUMBER
ENOUGH TO LAST?
TRACKING NUMBER & METHOD if needed
If an order is in a doctor call queue, do you contact Clinical to assist?
What is...no!
If the Humana Pharmacy page shows a red error, what does this mean?
What is...the member does not have an HP account?
Name the 7 PDP SMEs.
Shaquillae, Truneicia, Premire, Christina, Tonda, Janiqua, and Wakeelat.