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100

"Would you prefer in the future to get a text message regarding your prescriptions?......"

What is the disclaimer scripting to opt a patient into receiving text message?

100

“I appreciate that, I can have my manager give you a call in 24-48 hours, what phone number is best for them to contact you? Please hold for a brief survey”

What is the receiving a complement procedure?

100

Member questions what a medication is used for and possible interactions

What is Consult with RPH

100
I forgot to punch in/out for lunch or when I came in for work.
What is complete the missed punch form and submit via email to: OrlandoAdminPBM
100
I paid full price for a medication and am not where to send my receipts and if there is any other form needed...
What is a complete the DD2642 claim form and follow the instructions then submit to: Express Scripts Inc. P.O. Box 52132 Phoenix, AZ 85072
200

Need to call in an absence? Want to put in for PTO or VTO, Look to see what VTO/OT time is avail? Check your PTO balance? IT’S ALL AVAILABLE NOW WITH THE CLICK OF YOUR PHONE!!!!!!!!

What is the Mobile Workforce App?

200

How do I get rid of my medication that I no longer take?

What is transfer to Medication Disposal line - 877.605.7240 or See: Medication Disposal or Returns, SOP 5.3.

200

I was supposed to get a 90 day supply on my medication but I only got __ day supply. Why did Express Scripts short my prescription.

What is Consult with IBCT to confirm accuracy

200
I have a teammate or someone from another department I would like to recognize for the help they provided me or just for being a great team but I don't know how to provide recognition so they can know they are appreciated.
What is on HR Express Way click Recognition RX and use the Recognize Someone option to recognize that person.
200
I have compound drugs that my pharmacy always has issues getting filled. This is frustrating and I am not sure what to do to help the situation.
What is have your provider complete a Compound Drug Prior Authorization Form which can be found on www.esrx.com/tricare then under FAQ and the select the Compound Drugs option
300

“The current wait time for an IBCT representative is over 3 minutes, please queue your request to the offline team for follow-up at this time. Please reference S.O.P. 2.8.1 for assistance.”

What is the IBCT whisper?

300

If you come across an account with restricted access- even though it is DOD – Please ensure that you are transferring these callers to a RTL to further assist. Use SOP 11.3.1 to guide you as detailed below. These members have set up their accounts to be restricted for a variety of privacy reasons and must be handled with sensitivity.

What is Confidential Member procedure?

300

My new pills are larger than my previous pills, can you tell me what has changed?

What is consult with IBCT the when prompted select option for Tab ID then conference once IBCT advises.

300
-There are zero opportunities in the opportunity counter on the Persistent Header. -The caller is escalated. -You receive a call that you are not trained to handle. -Eligibility indicates that the patient's account is not active. -Someone other than the member, patient, parent or legal guardian of a dependent child under the age of 18, and personal representative calls, (i.e., doctor’s office)
What is when not to open PAD
300
Standard Two Day Expedited Expedited No Charge
What are shipping options
400

PCA selected option for escalation when there was only a question for the RTL line, PCA contacts the IBCT for question on medication directions...

What is PCA misdirected call.

400
I don't speak English, can you get me to someone who does?
What is Contact the Language Line at 800.818.6614 use client code: 210052. Only transfer if associate advises to do so, if not this is a conference call.
400

I just opened my inhaler and its not dispensing any medication when I try to use it. What do I do?

What is Consult with RPH for replacement due to defective product

400

03 Vacation Supply 04 Lost/Stolen Medication 05 Therapy Changes

What are submission clarification codes for Reject- 79 "Refill Too Soon" for DOD local pharmacy claims.

400

*Patient's Name Required: Patient’s first and last name plus two additional items from the list below: *Member number *Date of birth (DOB) *Phone number (including area code) *Prescription number (entire number must be verified) *Address (house and apartment or unit number, street, city, state, zip code) *Zip code (only to be used as second item when provided with any other item except full address)

What is caller authentication

500

Patient Name

Shipping Address

Prescriber Name

Prescriber Phone number or address

Drug Name & Strength

Drug Form

Provide Tat


What is Recapping a Free Form Fax

500
Says there has been a change in therapy, but still wants to refill the prescription on file.
What is Consult with RPH
500

Yesterday was my last dose of my medication, can I refill it today?

What is offer to speak to a RPH about interruption of therapy

500

IBCT queues are open due to high volume and call you’re calling in regards to a refill, renewal, or restart where do I queue my request to

What is submit queue to: AZDODMRT

500
- Gain an understanding for how the company is performing - Updates on events pertaining to the Orlando site - Get to know the departments that exist within our site (functions, leadership, etc.) - Learn about Orlando committees available to you
What are Orlando Town Hall meetings