KA description
KA used for Handling a reported compliment or complaint for a store colleague.
Customer Relations - Staff Feedback
What is False
Which of these is NOT considered a piece of information for verification
a) Extracare number
b) Telephone number
c) Full mailing address
d) Middle name
D) Middle name
Customer is calling in because they need help finding their controlled substance that is out of stock
what is Pharmacy Out of Stock
What is the correct reason code when a pharmacist refuses to fill a prescription?
A. Out of Stock
B. RPh Refused to Fill
C. Insurance Rejection
D. Behavioral Concern
B. RPh Refused to Fill
KA that Assists the CSR with caller authentication and account verification.
Customer Relations – Greeting, Authentication & Account Verification, and Closing Best Practices
what is False
Which of the following statements is TRUE regarding CVS’s prescription return policy?
A. CVS accepts returns of controlled substances if the patient has not ingested the medication.
B. Prescription returns are allowed in all states if there is a quality assurance issue.
C. Pharmacists may accept prescription returns at their discretion, except in 12 restricted states.
D. CVS allows prescription returns for any reason within 30 days of purchase.
C. Pharmacists may accept prescription returns at their discretion, except in 12 restricted states.
Customer is angry and wont stop using profanity, which KA can I use?
What is Abusive Caller Policy
Which of the following should not be transferred to the Refused to Fill team?
A. Concerns about prescription validity
B. Refusal due to moral beliefs
C. Out of stock medication
D. Non-clinically recommended usage
C. Out of stock medication
KA for Pharmacists exercising their clinical judgment in determining if a prescription will be filled.
Retail Call Center – RPh Refused to Fill
Patients can be proactively offered to be added to the voicemail breakthrough program
What is false
which of these is NOT considered TPBR
a) incorrect insurance was billed
b) customer used a discount card and now wants the prescription to run through insurance
c) customer is looking to get a refund for their medication
d) billing questions related to rx processed through Medicare or Medicaid
c) customer is looking to get a refund for their medication
Customer is calling in wanting to check on the status of their prescription
what is Prescription Status
What is the correct action when a repeat caller contacts you within 30 days about the same Refused to Fill issue?
A. Create a new incident and transfer to R2F
B. Reopen the previous incident and recode it
C. Add notes to the existing incident and do not transfer
D. Offer a callback from the pharmacist
C. Add notes to the existing incident and do not transfer
KA that shows Process to use when the prescription was filled however the packaged amount is less than what the customer received
Customer Relations - Miscount
Providing the member with prescription directions exactly as written is IN SCOPE for CR Agents
What is true
Which of these is NOT shown on the Quality assurance KA?
a) RECEIVING ANOTHER PERSON’S MEDICATION
b) RISK MANAGEMENT
c) SPECIALTY Rx
d) MEDIA THREAT
b) RISK MANAGEMENT
Customer is calling because he wants to be REMOVED from the 'do not call' list, which KA can I follow?
what is Corporate Do Not call
On weekends, if the wait time to transfer a caller to the R2F line exceeds 2 minutes, what should you do?
A. End the call and advise to call back
B. Transfer to Help Desk
C. Inform the caller a pharmacist will return their call within 2 business days and transfer the incident
D. Offer appeasement and close the incident
C. Inform the caller a pharmacist will return their call within 2 business days and transfer the incident
KA that Describes the process for handling calls about privacy concerns or records at CVS Health.
Customer Relations - Privacy Issue Calls – Service & Non-Service
if calling the refuse to fill team on Saturday and Sunday, if the hold time exceeds 2 minutes, we must explain to the caller that a pharmacist will return their call within 2 business days and we must transfer the CSS incident.
what is True
Which of these is NOT considered R2F?
a) refusal to pay cash
b) medication is out of stock
c) refill too soon
d) prescriber is out of local area
b) medication is out of stock
Customer is calling in because one of their Prepackaged medication is missing a piece, which KA should i follow?
What is Pharmacy Quality Assurance
Which of the following is a correct behavioral refusal coding?
A. Category: Pharmacy | Reason: RPh Refused to Fill | Disposition: Transferred
B. Category: Pharmacy | Reason: Staff Feedback | Disposition: Documented - Sent FYI to RX Leadership
C. Category: Pharmacy | Reason: Behavioral Refusal | Disposition: Transferred to Help Desk
D. Category: Pharmacy | Reason: R2F Non-Executive | Disposition: Callback Scheduled
B. Category: Pharmacy | Reason: Staff Feedback | Disposition: Documented - Sent FYI to RX Leadership