C/I
C/I stand for
What is the Classification & Intent
Hello, my name is <insert name> with Humana/CarePlus
What is a inbound greeting/opening?
The question, How are you doing today?
What is Building a Rapport?
WISMO stand for
What is Where is my order?
RTE stands for
What is Refill to Enroll?
Used when enrolling thru the RTM tool.
What is Member Enrollment/ RTM?
CenterWell mail order pharmacy is a network pharmacy option.
What is DSNP/GM Non-preferred Benefit Intro?
Your decision today has no impact on your plan benefit
What is Permission to view Humana/CarePlus Claims?
The first thing you should ask on this type of call.
What is Name, Strength, and dosage?
The mentor document's updated name
What is RxE Working Get All Prescriptions Calls?
Used to fill existing Rx on file
What is Refill Request RX Enrollment RTE?
Auto Refill Program on eligible medications
What are some features CWP includes?
"Are there any additional medications that we didn't cover today?"
What is asking for Additional Medications?
The mentor document shows different order fulfillments processes.
What is CWPCC Order Queues and Statuses?
3. Provide this legally required scripting verbatim.
What is "May I have your permission to view your Humana prescription claims in order to give you an estimate?"
WISMO
What is Order State? intent is (any status)
May I place you on a brief hold while I bring them on the line?
What is the closing interested question?
Your decision today has no impact on your plan membership.
What is Not Interested Closing?
No order found, no Rx on file, member out of medication. Who are you going to call?
What is Missing Rx? CWP Mail Order CS Tech Member
The transition statement
What is "Now that we have completed your request, would you like to use CenterWell Pharmacy for any other prescriptions you may have?
Call was xferred to sup
What is Escalation Issue/ transferred to SUP?
The closing not interested statement
What is Your decision today has no impact on your plan membership?
The network disclosure verbatim
What is "Based on what we have discussed, would you like to use CenterWell Pharmacy for your prescriptions?"
What is 1321337? CWP Mail Order CS Tech Member
Provide Benefits and Disclaimer to the member
What is "Based on what we have discussed, would you like to use CenterWell Pharmacy for your prescriptions?"