REFILL BASICS
REFILLS
REFILLS II
REFILLS III
REFILLS IV
100
THIS SEARCH FIELD IN CARDMASTER WILL POPULATE EVERYONE COVERED UNDERNEATH A SPECIFIC POLICY
WHAT IS A MEMBER ID SEARCH?
100
MEDICATIONS THAT REQUIRE A SET DATE FOR DELIVERY BY UPS
WHAT ARE COLD PACKS?
100
THIS IS KNOWN AS THE SAVRX "CALL CLOSING TRIFECTA"
WHAT IS AN OFFER OF ADDITIONAL ASSISTANCE, ADVISING OF THE SURVEY, AND THANKING THE MEMBER FOR CALLING SAV-RX?
100
YOU PROCESS 3 REFILLS AND SEE A TOTAL AMOUNT OWED OF $76.25. YOU ARE REQUIRED TO DO THIS.
WHAT IS ADVISING THE MEMBER OF THE COPAY AND GETTING PERMISSION TO CHARGE THE CREDIT CARD ON FILE?
100
THIS IS THE PROTOCOL WHEN A MEMBER REQUESTS AN EARLIER DELIVERY DATE THAN WHAT IS AVAILABLE FOR THEIR COLD PACK SHIPMENT
WHAT IS FILLING OUT A CSI?
200
THIS IS THE NUMBER OF UNIQUE PIECES OF INFORMATION NEEDED (NAME NOT INCLUDED) TO PASS HIPAA
WHAT IS 3?
200
WE TYPICALLY DON'T ASK FOR, OR VERIFY THIS, WHEN WE ARE PROCESSING REFILLS FOR AS-MEDS
WHAT IS A CREDIT CARD?
200
WHAT THIS YELLOW POP-UP BOX MEANS WHEN AN INCOMING CALL COMES THROUGH OUR CS LINE
WHAT IS DOCSTER LINKING THE CALLER'S NUMBER TO AN EXISTING MEMBER ACCOUNT?
200
THIS TYPE OF REFILL REQUEST RESULTS IN THE PRESCRIBER RECEIVING A FAX
WHAT IS A DR CALL?
200
WITHOUT A CONSENT TO RELEASE INFORMATION, APART FROM MEETING HIPAA, MUST A CALLER PROVIDE US TO ORDER ANOTHER PERSON'S REFILL?
WHAT IS THE NAME OF THE MEDICATION OR THE RX #?
300
IF SAV-RX SENDS ID CARDS OUT FOR A MEMBER, WE WILL SEE THIS IN THE MEMBER TAB
WHAT IS THE REQUEST PERMANENT CARD BUTTON?
300
500MG
40MG/0.4ML
0.025%
....ARE EXAMPLES OF THESE?
WHAT IS STRENGTH?
300
A MEMBER REQUESTS A REFILL ON A MEDICATION, AND YOU SEE THEY ARE NOT FROM AN AS-MEDS GROUP. IN THE CASE OF NO REFILLS, THIS WOULD BE THE EXPECTATION OF A CSR IN THIS SCENARIO.
WHAT IS OFFERING TO REACH OUT TO THE PRESCRIBER FOR MORE REFILLS?
300
ACCOUNTS RECEIVABLE WILL AUTOMATICALLY REMOVE A CREDIT CARD ON FILE FROM A MEMBER'S PHARMACY TAB UNDER THESE 2 CIRCUMSTANCES
WHAT IS WHEN THE CREDIT CARD EXPIRES OR DECLINES?
300
UNDER CIRCUMSTANCES WHERE A MEMBER INDICATES THEY HAVE UPDATED THEIR ADDRESS WITH US MULTIPLE TIMES, THIS IS THE CORRECT RESPONSE
WHAT IS ADVISING THE MEMBER TO UPDATE THEIR ADDRESS WITH THEIR BENEFIT ADVISOR?
400
THIS FIELD OFFERS MEMBERS THE OPTION TO CHOOSE HOW THEY WOULD LIKE TO BE CONTACTED IN THE EVENT WE NEED TO REACH OUT TO THEM
WHAT IS THE PREFERRED CONTACT METHOD DROPDOWN?
400
WHEN A MEMBER ELECTS TO BE CONTACTED IN A PARTICULAR WAY
WHAT IS THE PREFERRED METHOD OF CONTACT?
400
WHEN REACHING OUT TO REQUEST REFILLS FOR OUR MEMBERS, THIS OPTION ELIMINATES ONE OF THE ORDER STAGES, THEREBY EXPEDITING THIS PROCESS
WHAT IS AN ESCRIPT?
400
2/28
360/90
30/30
...THESE ARE EXAMPLES OF THIS VERIFICATION MUSTS
WHAT IS THE QUANTITY AND DAYS SUPPLY?
400
THIS IS THE EXTENSION TO CALL M-F BETWEEN 8AM - 5PM WHEN THE ORDER YOU HAVE PROCESSED IS ABOVE $70
WHAT IS 5008?
500
DRUG NAME
STRENGTH
DOSAGE - QUANTITY AND DAYS SUPPLY
# OF REFILLS REMAINING
CREDIT CARD ON FILE & SHIPPING ADDRESS
....THESE ARE KNOWN AS
WHAT ARE VERIFICATION REMINDERS?
500
IF A MEMBER IS UNABLE TO PASS THIS VERIFICATION, WE CANNOT GO FORWARD WITH ANY SPECIFIC ACCOUNT INFORMATION
WHAT IS HIPAA?
500
THESE 3 SCENARIOS ARE THE REASONS WE WOULD HAVE TO SEND A DR CALL OVER AN ESCRIPT
WHAT IS THE PRESCRIBER HAS CHANGED, THE MEDICATION HAS CHANGED, OR THE PRESCRIBER DOESN'T ACCEPT ESCRIPT REQUESTS?
500
WHEN A PRESCRIBER DOES NOT RESPOND TO OUR REQUEST FOR ADDITIONAL REFILLS, THIS TASK IS ASSIGNED TO THE CALL BACK TEAM
WHAT IS A COURTESY CALL TO ADVISE THE MEMBER WE DID NOT GET A RESPONSE?
500
YOU MUST BE PREPARED WITH THIS INFORMATION WHEN CALLING ACCOUNTS RECEIVABLE TO HAVE THEM PROCESS A HIGH COPAY
WHAT IS THE MEMBER'S A/R#?