SOP/Refill Process
Dose Spot/Care Req Reduction
HIPAA/Quality
Navigation/Workflow
Appointment/Transportation
100
Patient has been seen in the last 12-14 months
What is Appointment cadence?
100
What is Pharmacy Verified?
100
Not verifying first and last name, DOB, or Phone number.
What is auto-fail?
100
Scheduling and Inbox also known as tracker
What is Canopy 2.0?
100
Calling the Robin Line
What is Same Day?
200
3 months or more without a dose change
What is a Standing Order?
200
What is non OSH prescribed?
200
Patients DOB, Patients Phone #, and first and last name
What is HIPAA verifiers?
200
Resources and documents location
What is the Trunk?
200
Consider as a patient follow up appointment
What is PRG?
300
Antibiotics, anti-antifungals, muscle relaxants, controlled substance, sleep aids, anti-coagulants, and corticosteroids
What is not on the MMP?
300
Electronic Eprescribe system
What is Dose Spot?
300
Inbound calls per hour
What is 5 calls or more?
300
Clinics phone number, fax number and specific clinic information
What is My Center Home or Center Information?
300
Considered a follow-up visit after a patient is discharged from a facility of more than a 24 hour stay
What is a PDV?
400
Process for a medication prescribed by an external provider that is on the MMP
What is a pending script?
400
No option to leave a voicemail
What 3 call attempts?
400
Phone number provided does not match patient profile
What is verify the address?
400
Patient request is not pharmacy or appointment related
What is a warm transfer to Transfer Service Priority?
400
This can be thought of as the patient’s prescribed dosage of primary care
What is Visit Cadence?
500
Guidelines apply to nurses, PharmDs, and Pharm Techs that have knowledge and understanding of medications commonly used and prescribed within Oak Street Health.
What is SOP?
500
Rerouting to the care team
what is out of pharm tech scope?
500
Pharm Tech provides patient with their name, title, company, and a friendly greeting
What is a proper introduction?
500
Urgent clinical needs, when there is no response from the nurse line
What is CET?
500
VIP, Serious, Good, and Fair
What is Tier status?