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This is when a request for state specific will be addressed outside of office hours.
What is the following business day.
The task is assigned to this person when created.
Who is Meghan Charron
PCAs should check this every morning before starting their day.
What is NICE schedule
This is used to ensure you complete everything needed during a specific type of call.
What is the Refill/WISMO Checklist
This is what is demonstrated when you acknowledge a patients' concerns after expressing them on a call with you.
What is Empathy
You will look here in PST to see if a patient has been blocked.
What is the HIPAA Authentication Screen
The title of the task when a patient declines consent.
What is ny no
PCAs should check these for additional updates that are not sent via Teams.
What are emails
PIT stands for this
What is Pharmacy Instructional Tool
This is the verbiage used to close a call.
What is “Is there anything else I can assist you with today?”
This is the newest incoming call script (non-transfer)
What is “Thank you for calling CarelonRx Pharmacy, my name is (Name). I would be happy to help you, may I please have your prescription number or member ID?”
This is the purpose of the NY mandate.
What is Pharmacies participating in shared services must notify patients (or their authorized representatives) that, with the patient’s consent, their prescriptions may be processed or filled off-site (i.e., at a different pharmacy).
PCAs should use this system to clock in every day.
What is Time Clock/Web Clock
You would refer to this if the caller is yelling and the caller is growing intense and frustrated
What is escalated calls/irate patients
This is advised when a patient's spouse calls in and cannot identify the account.
What is "have the patient give us a call back."
This can result if House Account Data is breached.
What is disciplinary action up to and including termination.
This is the note that a PCA would enter when the patient is transferred to the pharmacist (verbatim).
What is Reviewed NYS Mandate with member, provided education, member transferred to pharmacist for additional discussion.
PCAs will click on this icon to find out about specific items that are scheduled.
What is the PAPER icon
These are the states that go to a specific chat
What is CA, NC/SC, and VT
A caller initiates a hold, the PCA must advise this
What is call time is limited to 2 minutes
CIS will issue a call back
What is FALSE
This is what can be said to the patient if they ask why their medication cannot be mailed.
What is “New York has a rule that says we need your permission before we mail medicine to a New York address.”
PCAs should ask for help in this channel when Starr and Destini are not here AND on Fridays and weekends.
What is the AHD Call Center general channel.
Use this tool to see medication fill history.
what is COS
what is clear documentation