MTM

Mentor

100

What calls do we provide notification of recordings?

All calls

200

What is the verbal consent verbiage verbatim?

"Do we have permission to speak with (caregiver first and last name) about your medications and pharmacy benefits now and during the telephonic consultation?"

300

When should a member be added to DNC Calendar Year?

• Disconnected phone numbers
• Member has already completed a CMR in the current calendar year, whether with CP or at retail
• RoboKiller/ChatBot calls
• Member states that they are not interested in receiving additional calls for the remainder of the calendar year

400

When should a member be added to DNC Perm?

• Members who request no additional calls
• Deceased members
• Wrong phone number
• Member is in Hospice
• Escalated members

500

What 4 things should be added to the body of an Opt Out email?

Member Name, DOB, ID and individual requesting

Call Quality

100

ACW should be less then?

2 Minutes

200

Callback Percentage should be less then?

15%

300

When do we use TDT Transfer Doc Time?

When transferring members over to a RPH or another Dept

400

What should be obtained on an inbound call when speaking to the member?

Name + 3 identifiers

500

What are Acceptable Identifiers on inbound calls?

• Member Identification Number
• Appropriate identification number such as last four of SSN

  Note: Do not ask for Social Security Numbers for Medicare patients

• Member Address (street or house number)
• Member Phone Number
• Member Date of Birth
• Member Zip Code
• Member group name, group number (suffix not required) or product type

Scheduling

100

What time frame do we give memebrs who schedule an appointment?

1 hr window 30 mins before and 30 mins after appointment

200

What do we ask member's to have at the time of their scheduled appointment ?

Medication List or bottles

OTC's 

Drug allergy information

300

Where do we schedule members who hang up before we get them over to the RPH?

MTM Dropped Calendar

400

What do we verify/update when scheduling an appt?

Phone Number 

Address

500

What calendar do we schedule LA, HI, CO, ID members in?

Alt State

General MTM

100

What disposition do you use when you leave a message with a 3rd party?

Left Voicemail

200

If a member states they have completed the review but it doesn't show complete, what dispo's do we use?

CMR Elsewhere

Deferred interest (Auth Rep, Caregiver, Beneficiary)

Member declined Consult

300

When making a manual OB call what Campaign do you choose in Five9?

MTM Tech Manual OB

400

When do we Obtain Implied Consent?

When member is not available and third party doesn't have POA/COF

500

When do we use Courtesy Words?

Anytime we are requesting information 

General MTM

100

When do we use a rebuttal?

Anytime a member denies the CMR

200

In what programs do we add notes in once call is complete?

Epost 

Canvas

CRM

300

When working list, who informs us on how long to stay idle?

Our SME's 

400

What is the proper procedure to place a member on hold?

Inform caller for reason of hold

Gain permission to place caller on hold

inform caller of hold time

check on member if ETA  giving has passed

500

Where can we ask for assistance if needed?

Chats