Refill Calls & Exclusions
When a patient calls back after receiving a Silverlink refill call, what is the FIRST thing you must do?
Apologize for the inconvenience and thank them for calling.
What does the Accounts field in SISLNext display?
Pharmacy account location, Silverlink ID, and the number of calls currently in the queue.
How many attempts will the Auto Dialer make before the task is released to be worked manually?
2 attempts
How many identifiers are required for inbound calls
3 identifiers
At what age do you stop sharing information about birth control, STD treatment, and mental health with a parent if the child asks for privacy?
13 years or older
Which DNF code is used for Adjusting Silverlink Refill Calls? ( for example the requested not to receive auto dialer calls)
DNF 88
Where can you find the patient’s phone number and campaign name in SISLNext
In the Call Queue field.
What does the “whisper” announce before a Silverlink Auto Dialer call connects?
The task name/variation and account number.
Name two acceptable third identifiers besides full name and date of birth
Zip code, Rx number, phone number, patient ID/policy number, or Medicare ID
What can a non-cardholder parent verify but NOT be provided
Phone number, address, email address, or payment information
A patient had a Refill Guide completed 10 days ago. Should they receive another Silverlink refill call?
No, patients are excluded if a Refill Guide was completed within the last 19 days.
Which field in SISLNext shows the last question the patient answered
The Member Details field.
For patients with a digital preference, what happens before the Auto Dialer attempts to call?
A digital message is sent and the task is suppressed until the 3rd attempt.
Do outbound calls require 3 identifiers
No, 2 identifiers are required (patient’s full name and date of birth)
When is it okay to release information to a third-party caller?
When the patient has given verbal or written authorization
Name two reasons a patient might be excluded from Silverlink Refill Calls (besides DNF codes)
Medication is excluded from the program OR a Refill Guide was completed within the last 19 days.
What do you enter to search for a specific patient call in SISLNext
The last 4 digits of the patient’s phone number.
If a patient asks not to receive Auto Dialer calls, what code must be added to their profile
DNF 88
What must you do if the caller refuses to authenticate
Provide the pharmacy phone number and advise they can call the pharmacy for assistance.
If a third-party caller cannot provide 3 standard identifiers, what should you do?
Ask for one additional identifier (e.g., physician’s name or facility)
What DNF code is used when a patient is deceased?
DNF 97
What information does clicking a specific call in the Call Queue display
The full details of the auto dialer/patient interaction before transferring the call.
When a patient answers an Auto Dialer call, what must you do before discussing any PHI?
Fully authenticate the patient per HIPAA requirements.
Which calls do not require authentication
Future patients (not in PeopleSafe) and Open Enrollment calls.
What must you document when a third-party caller is verified and given information?
Caller’s name, relationship, and authorization details