Workflow
What must you leave after any call?
Notes
What do you do if there is no call box to leave a note?
Create a PX Note task
If you are the first point of contact what should you include in your greeting?
The customer name and your name
What must you always do before responding to a communication?
Scroll for context
Which holiday comes next?
Halloween~!
If you take over a conversation that is in progress do you regreet the customer?
No!~
What is the current SLA for escalations where you are unable to connect with an l3?
30 min
Which discount/savings cards are accepted across all Capsule markets?
Ventegra Discount Card, TrumpRx, Brand-name and GoodRx (PDMI / Manufacturer)
How long is After Call Work (ACW) while in Outbound?
2 Minutes
Which type of animal was Cruella DeVille obsessed with?
Dalmations
A NYC customer reaches out via text message at 6:30pm EST on a Friday and is requesting an urgent delivery for an antibiotic Augmentin 875mg as they need to start it ASAP.
The last delivery window of 8pm-10pm is full and shows a capacity of 106/100. What is the best option we should offer to the customer?
Offer a transfer out to an open pharmacy who has the medication in stock or pick-up (if the medication is in stock).
How long does a customer have to pick up their order after their order is packed?
10 days
What do we do if we come across a true DUR rejection while attempting to process in pioneer?
Create a pro task!~
A NYC customer reaches out via Chat at 10:00am asking for an update on their Levoxyl prescription that was processed and rejected about 2 weeks ago for prior authorization required. The provider card states they are a PA-Approved provider with Capsule. What is the first step that you should take?
Reprocess the prescription using today's date.
Which New York Housewife knows money can't buy happiness?
Lu Ann De Lesseps
If we receive a refill too soon date DUR rejection do we send this to Pro?
No!~
A Miami customer is reaching out regarding a prescription for Xifaxan. The customer mentions that a prior authorization was previously discussed back in September, but they haven't heard back.
Before answering the customer, which step should we take to get all the facts?
Reprocess the prescription in Pioneer first to check if a paid claim is received.
In New York would we be able to transfer a control that was transferred to us?
No we can only facilitate the transfer if it is from the original pharmacy it was prescribed.
You are assisting a multi-market Capsule customer via SMS who is requesting an early 30-day refill for their Metformin 500mg to be delivered to them in San Francisco.
However, when checking for context, you notice their active prescription is located in the NYC pharmacy, but they are asking for it to be delivered in San Francisco. No order has been placed yet. To properly initiate a manual Interfacility Transfer (IFT), what steps should you take?
Create a CP: Transfer Out task, specify in the notes which RX's need to be transferred and the market we're transferring to, and inform the customer we will send a checkout link from the new facility within 3-4 hours.
What is the longest running Real Housewives franchise?
Orange County
A NYC customer has a paid primary insurance claim with a $50 copay and provides a valid manufacturer coupon to lower their out-of-pocket cost. You bill the coupon as secondary using Other Coverage Code (OCC) 8. Pioneer returns the following rejection:
"IF SENDING OCC OF 8 AND OTHER PAYER AMOUNT PAID, PLEASE REMOVE OTHER PAYER AMOUNT PAID AND REPROCESS CLAIM"
What is the correct step-by-step workflow to resolve this rejection and successfully process the coupon?
Go to the Overrides tab in Pioneer, select DV - Secondary - Do not send Other Payer Amount, enter the coupon's RX BIN#, save, and reprocess the claim.
In regard to the virtual assistant- If a customer asks when or how they agreed to these terms how should we respond?
Remind them that accepting our Terms & Conditions is built directly into our active ordering process.
Can Capsule Charlotte dispense Wegovy and Zepbound injectables?
Yes!~
What section in our terms of service speaks on the virtual assistant?
Section 9 (Use of Artificial Intelligence Technologies)
Which Beverly Hills housewife is Paris Hilton's Aunt?
Kyle Richards