HIPAA
and Program Details
and Program Details
If a patient's family member/care giver calls, what do we need on file if they dont have the required information?
POA or Hipaa
Preferred criteria when looking up a patient?
First 4 of the last and first letter of the first and DOB
What queue will not show up if you F3 a patient?
Inbound Communication!
Extra points if you can tell me why!
Where do you access tracking information?
Search -> Patient -> TX Profile -> Select the fill in question -> Tx notes Click on tracking number to open link
Can we provide receipts?
We can send out an MES report to patients if requested that will show the entire year in fills as well as the amount paid.
Who do you email to request a Hipaa form be sent to a patient?
Mailordersupport@wegmans.com
Bonus! What are the two ways a hipaa form can get sent?
Either way it must be mailed back!
How would you look to see if a patient has something actively processing in Erx?
F3!
What does it mean if a patient's rx is in DUR?
It is being reviewed by a RPH
What carriers do we use for shipments?
Fedex and USPS
If a patient wants to ship to a PO box, what are their available shipping options?
1-2 (UPS Priority) or 7-10.
We can not next day deliver to a PO box
How long should we be telling patients that a POA will take to be notated on their file once its received and sent to Legal?
Up to two business weeks
Can you search by a patient's preferred name in Erx if they already have a profile?
Yes! If a patient indicates a preferred name due to a changed gender identity or preferred nick name that is listed in Erx we can search by it
What would you assume is happening with a fill if its in payment exception? Provide two examples as well
The CC on file has been denied- we may need a new card or to just update the Exp. Please click on the case to see what the denial reason is.
What is standard shipping for refills? what carrier does it go through?
7-10 business days through the UPS/USPS
What do you need to do in order to deactivate a CC and add a new default card on?
If the patient is enrolled in ERP, you would need to go into the Clinical Rx Programs and delete the original CC out so that its not linked to future fills. You can then go to the Payment Tab and deactivate that CC. It will not allow you if the card is currently linked to ERP. You can then input a new CC and select it as default in ERP.
Is there a generic on the market in the US?
Nopers
Where do you access patient notes in Enterprise?
On the data entry screen by accessing the notebook top right corner or in the bottom left of the info tab on the patient profile
If an md calls to provide a verbal script for patient in active cm (contact manager) who do we transfer that call to? and ext?
RPH and ext 4321
Can we expedite shipments for refill patients?
Yes! We must include documentation in both Erx and Astute as to why we would be upgrading the shipment
What is an AE? examples please!
Any reaction, internal or external if reported by a patient should be considered an AE. If a patient contracts a disease/has illness while using medication should also be submitted. The death of a patient while on medication even if its not a direct result of the use is considered an AE.
Do we offer refunds for missed deliveries or dosage changes?
No! In most cases we do not offer refunds because the patient provides consent to ship from the webform via ERP. If they are still requesting a refund, please forward the case details and WEGID to specialtyordersupport@wegmans.com for a TL or trainer to follow up
Where would you look if a patient claims an rx has JUST been sent over and its not in any active queue when searching F3?
Inbound Communication!
Where and how do you enroll a patient in ERP?
Select enroll into program/Choose shipping option and link the payment method
If a shipment has been in transit for over 10 days and there is no movement; how would we determine if a reshipment is warranted?
email specialtyordersuport@wegmans.com to open a trace with the carrier and they will follow back up with the patient
What would you need to do if a patient calls to discontinue use of the program?
Make good notes in astute! Close case by selecting call complete- not filled, Select the appropriate D status, and delete any follow up date
In Erx, Deactivate CC if patient does not intend on continuing therapy then process a no dispense-refill
Bonus- What are the additional steps that need to be taken if the patient has passed away?