Agent Workflow
What is the minimum number of calls an agent must make per day?
What is 80 calls?
What two "Status" options should an agent select when filtering prescriber call lists?
What are Open and New?
What should the agent do if the fax is dated over 60 days ago and the pharmacy received it?
What is check “Do Not Reschedule” and close as “Spoke to a Person”?
This must be used when the prescriber states the switch will be sent directly via EHR to the pharmacy.
What is Prescriber Verbal EHR?
Before an agent escalates a platform issue, they must have this person’s approval.
Who is the Team Lead (TL)?
Before placing a call, agents must check that the fax number on the PDF matches this profile.
What is the pharmacy’s or prescriber’s profile?
What should an agent do if a switch has been called 8 times or more?
What is click “Do Not Reschedule” and do not call?
If the pharmacy has not received the PFO, what close reason should be selected after resending the fax?
What is “Fax Resend”?
This disposition is for situations when the prescriber declines the switch—and the reason must be documented.
What is Prescriber Verbal Decline?
When no activities are found for an inbound call and a switch number is provided, the agent must submit this type of support request.
What is a Zendesk Ticket?
When filtering activities in the Agent Workspace, which filter should be set to "Prescriber"?
What is the "Entity" filter?
What is the correct action if a completed PDF shows a prescriber verbally declined the switch?
What is close the switch as "Prescriber Verbal Decline" and select the appropriate rejection reason?
What should the agent do if the pharmacy only carries the brand version of the drug and won’t fill the target?
What is add notes and close as “Formulary/Plan Issue”?
This is the correct disposition if the prescriber does not have a fax machine and handles everything electronically.
What is No Fax Machine?
This disposition should be selected if a completed PDF in the call list shows an acceptance, but a bug prevents updating the switch correctly.
What is Escalate?
What must be selected in order to properly close an activity?
What is the Activity Close Reason dropdown (and Switch Disposition if required)?
If the prescriber submitted the response via EHR, what should the close reason and switch disposition be?
What are Close Reason: "Spoke to Person" and Switch Disposition: "Prescriber Verbal EHR"?
In which 3 of 6 states must prescription changes be submitted electronically via EHR, not by fax? (Please list at least 3)
What are CA, FL, IA, NY, WI, NJ?
If the prescriber asks to stop all contact, including faxes, calls, and emails, this is the disposition you must use.
What is Opt-Out?
When a prescriber sends a PFO that should have been submitted via EHR but the pharmacy didn’t receive it, the agent must ask the prescriber to do this.
What is resend the EHR directly to the pharmacy?
Name at least three items that must be included in the call notes.
What are any of: phone prompts, names, office hours, how faxes are received, new/old phone or fax numbers, switch number, and other applicable details?
What’s the appropriate Close Reason and Rejection Reason if a prescriber says the patient is not seen at the listed practice?
What are Close Reason: Prescriber Verbal Decline, and Rejection Reason: ND – Not a patient of the provider?
If the pharmacy has no record of the patient, what is the close reason and what special checkbox must the agent mark?
What are Close Reason: “Spoke to Person” and check the “Do Not Reschedule” box?
This disposition applies when the prescriber’s office asks for a third piece of PHI or consistently blocks contact, but only after 3 attempts.
What is Gate Keeper?
If a pharmacy activity is open and a prescriber activity cannot be created, the agent must first do this before retrying.
What is close the pharmacy activity with the appropriate close reason?