Smart, Simple, or Seamless
Smart, Simple, or Seamless: Being available to the customer at all times.
What is simple?
True or False: Ask probing questions before immediately escalating calls to other departments (ex: Pharmacists or Supervisors)
What is True?
True or False: Ship and Bill is used in rare cases, and not offered on every call.
What is true?
True or False: it's okay to set a task without an "Owner" designated
What is False?
This system houses documents like "IRIS WI Add or Update an Address Phone Number or Email to eBC"
What is KnowledgeNow?
Smart, Simple, or Seamless: Not using lingo or acronyms that customers may not understand.
What is Simple?
Aside from calling, this is how we contact the doctor.
What is a Fax?
Payments to an account and partial payments should be made through this button on the account tab of the EBC
What is the SP Apply Payment button?
This type of documentation is for record-keeping, and requires no further action.
What is a note?
This system can be opened through IRIS and can be used to see prescriptions that were faxed in.
What is Image Viewer?
Smart, Simple, or Seamless: Allowing us to search prices at other retail pharmacies.
What is smart?
In your eBC, this tab houses: Orders, Communications, Coverage, Alerts, and Notes/Tasks.
What is the Dashboard Tab?
The most efficient method of payment.
Real-Time Adjudication happens for which kind of benefit: Pharmacy or Medical?
What is Pharmacy Benefit?
This tool allows you to find copay card assistance for qualifying medications under qualifying insurances.
What is the Copay Assistance Tool?
Smart, Simple, or Seamless: Being upfront about expectations, setting realistic expectations.
What is Simple?
FCR stands for....
What is First Call Resolution?
Documentation about a specific order must always be done through the SOF, this is because it automatically documents the ______.
What is an Order Number?
These are required pieces to your call opening.
What is Branding, agents name, and an offer of assistance?
This system houses our plan contacts. (ex: for PAs, Eligibility)
What is Navigator?
Smart, Simple, or Seamless: Thinking ahead to potential issues and communicating them to the PT.
What is seamless?
The lower the customer effort, the higher the ________.
What is Customer Loyalty?
In order, state what's required to release a PCC hold.
What is:
Confirm Shipping Address
Select Promise Date
Confirm Shipping Method
Select Payment Method
Complete Necessary Surveys (in Briova Exchange)?
This hold is applied to an order when a Prior Authorization is needed for a medication.
What is a Prior Authorization-ADJ Hold?
Name a resource we refer patients to for "Self-Service"
What is Optum Specialty mobile application
(previously BriovaRx Mobile Application) or
Specialty.optumrx.com (previously BriovaRx.com)