Patient
What are the three things you can verify that is considered HIPPA
Name
Date Of Birth
Member ID
Patient is calling to get a Refill and it's not showing in PST but showing in ERx who do we send the case too?
CC Tech
Who are the Couriers?
Ups
USPS ( US Postal Service )
FedEx
DAW Error Code
Dispense As Written
What Tab would you use to find the patient medications?
Tab 4
If someone calls in on the behalf of the patient and verified HIPPA can you proceed with the call?
yes
Patient is wanting us to fill a new Rx we never filled before who do we send the Case too?
Reso Tech
Refill Request
7-10 days
Adjudication
Prior Authorization
Refill to Soon
What are the steps in ERx to find the notes on a order.
Tab 6
double click order
Tx Notes
Are Internal Rep able to speak on the Patients Behalf?
Yes
Patient order shows delivered on 3/25/2024 and patient states they did not receive the shipment, Who do we contact?
Escalation Pharmacists
New Rx
10-14 days
Rejection PA
Script needs a Prior Auth
If a patient states a provider sent over a script and the order stated the script is missing something, where can you go to see the physical script that was sent?
Double Click the Script
Zoom in on the Script on the right side
If provider or pharmacy are calling on the behalf of the patient what steps do we take?
Verify if its a Provider or pharmacy and transfer to the provider or pharmacy line
Patient is very irate and wants to talk to someone else, They state that your are doing a good job but Is DEMANDING to speak with someone else because the wait is taking too long for scripts. Who do you send this to and what do you say?
Supervisor, advised the patient that all supervisors are busy and a sup will call back within 24 hours regarding the issue.
Expedited Shipping & Cost
3-5 days and $15.00
Pre- Verification2
in the process of processing the pt order
Open Erx
Search
Product
Search Product Name
If someone is calling on the behalf of a patient for a C2 drugs what do we say?
In Order to speak on this account we would have to talk to the patient.
Patient is calling in to make a payment and your payment hub is down who would you get the patient over too?
Escalation Pharmacists
For the Incorrect Shipping Address what do we do?
transfer the call to ESCALATION PHARMACIST to have the prescriptions shipped to the correct address. Notate the case with detail and include the correct address in notes before transferring.
Denied in Contact Manager
They reached out to provider and the provider denied the request for renewal
If a patient called in stating the script was sent to the wrong address where can we go to double check the address is correct.
Tab 6
Click script
Show Tx Profile
Show Order Profile
Order Details
Shipping