Teams SharePoint
The tab where you can find general information about the pharmacy
What is the CWSP RxE General Info tab?
First page in CRM once opening profile.
What is the Members Person Account?
Click on this icon to search for existing members.
What is F2 Lookup?
Used to accurately document the outcome of calls in CRM cases.
What is Templates?
This tab has a sub tab where the notes template is located
What is the IB and OB Procedures tab?
Needs to be checked before releasing PHI
What is CONSENT or POA on file?
This auxiliary tool is utilized during a registration call to identify when completing the enrollment process.
What is Enrollment Aux Code?
Select to start the verbal Rx request to the MDO process from the main page.
What is CTRL S?
Five9, Verint, CRM, Scriptmed, Rx Nova Call Connect, Rx Connect Pro, Edge, Chrome, and SureScipts.
What are Key Systems Used?
Within this tab is where you will sign up for take10 and team step challenges
What is the Well-being tab?
Classification, Intent, and Case Comments
What are the parts of a New Case?
Needs to be less than 2 minutes
What is ACW (After Call Work)?
Look at the _____ to see if there are any recent orders
What are Orders/Referrals?
This section provides a list of pharmacies that are not allowed for Pharmacy Transfers.
What is the No Go Pharmacy List?
A Place for advocates to make comment or suggestions and member's feedback.
What is the Suggestion Box and Feedback Loop?
Information needed to Authenticate a member on an IB call (need at least 3)
What is HID, DOB, ZIP or Phone number?
This three-step process allows users to connect a caller to a different department during a conference call, beginning with clicking the 'Conference' button.
What are the steps to Transfer a Call conference?
The two activities used during the enrollment process.
What is RxE Retention and RxE Retention Follow-up?
Communication platform used to keep the team informed and assisted, and for posting enrollments.
What is Microsoft Teams (Chat)?
Scripting, can be found in what 2 locations
Where is the Home Page and the IB and OB Procedures tab under Rx Registration Scripting?
On the Insurance Tab (Plan Member Page)
Where is RxNova Call Connect located?
_____ will say the call type at the beginning of the call.
What is a Whisper?
Web based app where ScriptMed Production is located.
What is Launchpad?
Greeting, Authentication, Active listening, Understanding the caller's needs, Register the member, and Registered/Closing Call.
What are Call Handling Steps?