Workflow
When placing an order for a controlled medication for the first time, what must you ask the customer for?
ID
What type of Goodrx coupons can we accept with no stipulations?
Manufacturer
When processing a fill in Pioneer, what should the fill date be?
The current date
What is essential prior to responding to a communication after a VA escalation?
Reading through the conversation
What is the female leads name in "Obsession ""
Nikki
What must you do prior to adding a person over 18 to an account as a dependent?
Get confirmation from the customer that they would like to be added to the account as a dependent.
When providing an SLA for an expansion market what should you always check?
The expansions hours of operation to provide the correct information.
Can you remove someone from an account while there is an active order?
No it will cause delays
Are we able to remove a tip from a completed order or do we need to task it?
Anyone can remove tips from completed orders.
Who is the actor currently portraying Spiderman?
Tom Holland
How should we handle a customer who is reaching out to us regarding a specific drug manufacturer?
Manufacturer preferences are not honored across any market, with the exception of birth control requests (including patches) in Capsule NYC.
For orders that are marked as completed/delivered, but still in the pharmacy, a manual LX: Route Order task should be created using the following template:
Exception Type:
Tier:
Delivery Window:
Delivery Date:
Current scanned location:
Address: ALL CAPSAdditional info: (Delivery Instructions - Optional)
yes
Can we adjust the dispensed quantity in any market's Pioneer to a higher amount than what was prescribed?
No, we cannot do this. The provider would need to send a new prescription.
A customer in Minneapolis reaches out asking if they can pay for their prescription with cash at the pharmacy location. How should you respond?
Inform them that Capsule Minneapolis does not accept cash; cash payments are only accepted in New York, Boston, and Jacksonville.
Are chicken and waffle Oreos a real thing?
Unfortunately yes
When encountering a "Do Not Fill" scenario such as a customer asking why a controlled prescription cannot be filled or requesting a refill from a "No Longer Accepting Fills" provider, how should a PX Associate handle the interaction?
Do not engage in conversation or provide any information to the customer. Simply reassign the conversation to a CP and provide the 2-hour SLA.
A NYC customer responds to a Capsule message providing their physical address, which was the final piece of information needed to initiate a Prior Authorization request. According to the correct workflow, how should you handle this interaction?
Reply to the customer confirming we received their message, then create a "PA: Request from PX" task in CapOS with the reason "PX: Request from customer and provide the appropriate SLA.
A Chicago customer texted us last night at midnight. They wanted to know how many refills they had on their Hydroxyzine 50mg prescription.
You reply in the morning at 9am as this is your first comm of the day and confirm they have 3 more additional refills. You're Idaho licensed, FCR motivated, and include a checkout link. After replying, how should you handle the comm?
Do not resolve the comm. Click "Next Customer" and cycle through your queue, resolving the comm only if the customer has not responded when you cycle back to them.
The Virtual Agent escalates a Chicago customer to you. They're asking for an update on their prescription transfer-out. The customer provided their transfer details already and became frustrated because they were going back and forth with no solution.
What should be our first step here?
Scroll up in the comms panel to review previous context, check CapOS/Pioneer for the transfer status, provide a direct update to the customer, and complete any required task actions
What type of math problem did AI supposedly solve this week?
A millennium problem
What is the Serial number for an electronic prescription?
8 E's (EEEEEEEE)
What should we do when a customer informs us that the label on their bottle is fading?
Ask the customer to send us the picture of the bottle including the prescription number as well as the filled date. Let them know you will pass along the feedback.
Post the prescription number, fill number, and HB link in #label-fading-feedback channel.
Which Capsule locations are closed on the weekends? There's 9..
Charlotte, Dallas, Nashville, Phoenix, Portland, San Diego, San Francisco, Seattle, Tampa
True or False? When confirming that an order is ready for pickup, we should state or imply that the package will be physically waiting at the front desk.
False. To ensure we’re setting the correct expectations, we can say: “Your order is ready for pickup. Please check in with the pharmacy team when you arrive.”
What year was Practical Magic released?
1998