Drug Salts
The brand names are Lopressor or Toprol XL and this medication can be used to treat high blood pressure. What are the salts for these medications?
What are Succinate and Tartrate
Our current HIPAA policy requires we verify which three pieces of information from each member?
What are full name, date of birth, and full mailing address.
When you receive an inbound call, we should be asking the member this...
What is did you receive a call from us or a letter in the mail?
The route of administration for Humalog KwikPen is most commonly this and should be documented how?
What is SQ - subcutaneous
and units(sq)
Lisinopril belongs to a class of medications known as this...
I am the generic version of Voltaren gel.
What is Diclofenac Sodium
On inbound calls only, this additional HIPAA verifier can be used.
What is phone number
This portion of the call occurs when the technician has completed the call but prior to the Warm Transfer
What is the Call Summary to Patient
A member reports they take 5mg of Warfarin four days a week, and 7 mg of Warfarin three days a week. You see claims for Warfarin 5 mg and Warfarin 2mg. You should document as:
What is
Warfarin 5mg po QD
and
Warfarin 2mg po 3 days a week
The acronym HAWCST stands for this...
What is the Health and Wellness Clinical Support Team
This medication is used to treat Chest Pains and one of its name brands is Imdur. Name one of the two salts.
What is Isosorbide Mononitrate or Isosorbide Dinitrate
XLCare Shows:
123 Main Street Apt 4
Franklin, TN 37067
The member states they live at
127 Main Street Apt 4
Franklin, TN 37067
The technician's next step should be this...
What is ask the member the repeat their street address because our records show something a bit different.
Each call will include several different pieces. These three must be included in the opening portion of your call...
What are Greeting including MyMeds Review, Call Outline, Call is Recorded, HIPAA, Anticipatory Guidance, Purpose and Value.
A nebulized medication, such as generic Duoneb, should be documented with this form and the route of administration should be stated as this...
What is
Ipratroprium + Albuterol 1 vial for inhalation po QID
The member gets a booklet in the mail for ordering OTC products and has a quarterly allowance. They have questions regarding their account. We should direct them where?
What is First Line Medical
Flonase is the name brand...
What is Fluticasone Propionate
We can proceed in good faith with a call after making an additional probing attempt for these pieces of a member's address?
What are road/street/drive distinction, cardinal direction (NW, SW, East) zip code, and apartment/unit number.
The portion of the call when the technician relays the information from the member to the Pharmacist is known as this.
What is Call Summary to Pharmacist
From a previous year's review, you see that a member gets a Prolia injection for Osteoporosis. This is the quickest way to find out if Prolia is SQ or IM in XLCare?
What is check the Claims section of the Medication list in XLCare. Next to the Prolia claim, you will see SQ.
This policy allows us to speak with a family member, relative, or close personal friend in the absence of verbal or written authorization from the member if it is determined that the member is incapacitated either mentally or physically...
What is the HIPAA Friends and Family Policy
Hydroxyzine has two different salts. HCL (Hydrochloride) is the most common salt we see. This is the other salt...
What is Pamoate
XLCare shows:
456 W. Main Street Apt 5
Nashville, TN 37301
The member provides
456 Main Street Apt 5
Nashville, TN
This is how the technician should proceed...
What is make an additional probe for cardinal direction - West - And make an additional probe for zip code - 37301
This advisement must be given to each person we speak with during a call...
What is The call is recorded for quality and training purposes.
The Route of Administration for an EpiPen should be stated as this during a call...
What is there is no ROA required, just document as
1 injection(s) Use as Directed PRN.
In XLCare, you can search for a member by using their phone number in these two places...
What are Patients - Search
and
Queues - Member Search