Prescriptions/Insurance
Who should customer contact to fill their Ryaltris prescriptions
BlinkRx
When you get a comm that the VA has escalated to a team member, what should you ALWAYS include in your initial message?
Your (first) name / Introduce yourself
If you are the first responder of the day for any customer, what are two things that need to be in your first response?
Greet the customer by name and introduce yourself by name
What are the 3 R's when it comes to Customer Communications? You have to get these in order
Read the Customer's ask completely, Research the customer’s needs., and Respond to the customer
How many Pokémon were in the original series?
151
What are the typical overrides that insurance will allow for an early refill?
Travel, lost med, and change of therapy
A customer sends a cohesive, clear message in Russian, and the VA gets it. What will it do?
It will respond to the customer in Russian
Customer sends text upset that a mediation has not been delivered. They did not state the name of the medication in the comm you received. What is the first thing you should do before responding to the customer?
Scroll up for context to see if you can find the details you need to assist the customer without having to ask additional questions.
Which PX Principle is in play when we assure that we are leaving notes about our interactions with a cx by call, either in the HB call box or the Capos notes task?
Set up for Success
This mischief-making young shinobi from the Hidden Leaf Village dreams of becoming the Hokage.
Who is Naruto Uzumaki?
NY customers sends sms with travel details to refill Vyvanse early due to traveling the next day. What option do we reassign no after acknowledging receipt of details?
Counseling
What are the names of the AI agents we have?
Sierra and Decagon
Customer sends an email advising they are having trouble resetting their password and accessing their Capsule account. You check the account and notice the customer verification come shows they have opted out of text messaging. What options can you advise them to try?
Text START to 500005 or they can access their account on our website and use the option to have the verification code sent by email
Customer messages in saying they need their Metformin 1000 MG before the refill date of 5/30, as they are going to Boston on 5/24 and will not return until 5/31. Metformin is in a refill too soon status as it is 5/19/2026. What should you do first?
Try to process a refill
This Japanese term refers to the elite squad of nine master swordsmen within the Demon Slayer Corps.
What are the Hashira?
Customer says they have the insurance number but not the card, and provide the member ID, KA73028A. What type of insurance does the customer likely have?
Medicaid
The CIN / ID number is always in the format of 2 letters, 5 numbers, and 1 letter, e.g., AB12345C, and may be the member ID number (or part of the member ID number) on the managed care card. Some plans will have the CIN# as an ID with a leading letter and a trailing person code (e.g, 01, 02, etc)
The VA has advised the customer on interactions between Atorvastatin Calcium (40 mg) and Lisinopril (2.5 mg). You have created a CP: Review for a pharmacist to advise on the interactions, what will do to have this feedback addressed for the VA?
Create a FRIT
Customer sends sms advising they never received their delivery last night. You check the HB account and see the order is scheduled for pickup, and the last order was a pickup as well. What should we advise the customer?
Address for order defaults to the last address used. Inform them to confirm the address for delivery before submitting the orders
Customer messages in saying they need their Metformin 1000 MG before the refill date of 5/30, as they are going to Boston on 5/24 and will not return until 5/31. Metformin is in a refill too soon status as it is 5/19/2026. What should you do first?
Try to process a refill
In Chainsaw Man, Makima explains that a Devil's power scales completely based on this specific human emotion directed toward its name.
What is fear?