GENERAL
When should we make an outbound call to a CA office?
After 1:00 PM ET
Which group manages Koselugo Reimbursement support?
Alexion
What do you do if you receive a request for Marketing for Imfinzi?
How do we generate/assign IDs for Lokelma PSP?
We answer the PSP eligibility questions within the PSP case. We do not use PSP portal and we do not obtain from the Lokelma website.
What type of interactions will we receive for Andexxa requests?
Emails and voicemails.
What do you do if you don't know the answer to a caller's question and the Sup/Manager isn't available?
Obtain caller's information and offer a call back. Escalate to Sup/Manager.
Which group manages Koselugo PSP Enrollments?
Access360
True or False? All requests received for Lumoxiti will be documented in a General Inquiry case.
False. We will only do a GI if we receive an old Lumoxiti form. All verbal requests will be documented within the appropriate case based on the service requested.
How do you generate the Calquence Voucher Template?
First you update the Savings Card type to Copay, then generate. Don't forget to change it back to FTO!
What type of case do we create for all Andexxa requests?
Case Type: Referral
Case Sub Type: Access Services
Discussion Topic: Advocacy Group/Support Group
What do you do if you cannot communicate with an office via fax or phone?
Escalate to the PAA.
Which group manages Koselugo PSP inquiries for enrolled patients?
Alexion
Which three products will we NOT complete Pharmacy Coordination triages for?
Lokelma, Faslodex, Lumoxiti
What attestation/consent is obtained for Calquence FTO? What attestation/consent is obtained for Lokelma FTO?
Calquence - Provider Attestation
Lokelma -
HCP/SPP - None!
Patient/LAR/Caregiver - Promotional Consent.
If we receive an Andexxa email, what do we do?
FW the email to Alexion AIS group.
When we receive a phone call from a Sales Representative or an individual from the Patient Assistance Program requesting information from A360, what do we do?
Inform the caller that we cannot proceed with the call or provide any information or follow up in any way. Inform caller to have requestor contact A360 directly for support.
What do you do if you receive an inbound call from a customer regarding Koselugo PSP enrollment?
Transfer to Alexion.
True or False? All Lumoxiti attestation/consents must be written.
False. All Lumoxiti attestation/consents must be obtained verbally.
We cannot complete any PSP actions within the PSP portal for a specific product if the HCP resides in a specific state. Which product/state is this?
Faslodex/California
If we receive an Alexion voicemail, what do we do?
Transcribe the voicemail and send details to Alexion AIS group.
What do we do if we identify an AE and PQC during an inbound phone call (excluding Enhertu)?
Transfer caller to AZIC so they can report both AE/PQC.
What do you do if you receive an inbound call from Alexion requesting PSP enrollment?
After we confirm Alexion received consent, manage the PSP enrollment.
True or False? The Patient Savings Program will reimburse for out-of-pocket costs for patients that received the generic version of Faslodex, Fulvenstrant
False.
For both Calquence and Lokelma, we will use the FTO spreadsheet to assign all FTO member IDs, except for in one situation. What is that situation?
If HCP/SPP calls for Lokelma FTO, we will direct caller to obtain FTO through website. If they decline, we will utilize the spreadsheet.
What is the AIS email?
Navigator@Alexion.com