Programs
The program that follows members that have been non-compliant over the past year or 2 years.
What is MASP? (Medication Adherence Support Program)
These types of questions should be asked to determine barriers.
What are assessment questions?
The languages that Optum RX can print the RX labels in.
What are English and Spanish?
The types of questions that should be asked to members to get the most information.
What are open ended questions?
The name of the phone system that we use for making calls.
What is Genesys?
What is Late to refill?
The minimum number of outbound dials per day per agent.
What is 70?
The amount of consumption before a new RX is sent out on auto-refill for members that have filled 2 or more fills with OptumRX.
What is 95%?
This is an approach designed to help people find motivation to make a positive behavior changes.
What is motivational interviewing?
This is where you would find what type of call the member is receiving.
What is the campaign type?
This call goes out when 85% consumption has been reached.
What is refill reminder?
This is the amount of time that PTO requests should be submitted in advance.
What is 2 weeks?
This is the full-service pharmacy that delivers pre-packaged medications to members door.
What is DivvyDose?
The acronym that helps with service recovery.
What is A-HA?
The number that you press to get into member information in Rxclaim.
What is 5?
This program will have agents calling members on a monthly or quarterly basis.
What is MASP/MASP F/U?
8am-8pm cst Monday- Friday.
What are hours of operation?
This is a 24/7 benefit for those that have OptumRx.
What is pharmacist support?
For members that speak a language other than English, this service will be used.
What is language line?
This is the system we use to document calls.
What is Curo?
The compliance level for members to avoid failing the measure.
What is 80%?
This is what happens when you ask member date of birth, address, phone number, full name ect...
What is verifying HIPAA?
The amount of times OptumRX will attempt to contact PCP before letting member know they have not received a prescription.
What are 3 attempts?
This is what we do to show members that we care about them.
What is show empathy?
When a member is to be placed as a DNC, this measure assessment needs to be created
What is create follow-up task?