Where to!
You receive a call from a patient that is unable to provide you with the name of the medication, doctor who prescribed it or when they last filled it. Where would you transfer this caller?
What is transfer to an internal RPH
SOP-2.1.1
Remember out state specifics.
If a North Carolina Store, transfer to PCC NC Patient to RPh.
If an Arizona Store, transfer to PCC AZ Patient to RPh.
If a New York Store, transfer to PCC NY Patient to RPh. o If a U.S. Virgin Islands store, transfer to PCC Virgin Island Patient to RPh.
You receive a call from a doctor stating that they need to change the strength of the medication they just sent in for a patient. What would you advise the doctor.
What is allow me to transfer you over to a pharmacist to call in that new prescription.
SOP 2.4.2
Action: If the prescriber is calling in a new prescription, COLD transfer the caller to a PCC Pharmacist.
• Transfer to PCC PRESCRIBER TO RPH > English or Spanish. o If a North Carolina Store, transfer to PCC NC Prescriber to RPh. o If an Arizona Store, transfer to PCC AZ Prescriber to RPh. o If a New York Store, transfer to PCC NY Prescriber to RPh. o If a U.S. Virgin Islands store, transfer to PCC Virgin Island Prescriber to RPh
What does HIPAA Stand for?
HIPAA JOB AID
Health Insurance Portability and Accountability Act
Whose name is used for a refill authorization approval?
SOP 2.2.1
What is Callers first name
You receive a call from a customer and right before you place the refill the caller says they need to place you on hold. What should you advise.
What is “I apologize. I am unable to hold, as we have other calls coming in. Is it possible for you to give us a call back when you have the (information, pharmacist, etc.,) available?”
SOP 1.12.1
Action: Inform the caller that you are unable to hold and recommend they call back when the (information, pharmacist, etc.,) required is available
You receive a call from a patient that states they have missed placed their birth control and need to have it refilled. Once you process the medication you see payment plan rejection. Where do you transfer this caller.
What is dispensing pharmacy
SOP 2.1.2
Action: If the prescription has a Payment Plan Rejection, cold transfer the call to the dispensing pharmacy.
Suggested Verbiage: “For further assistance, let me transfer you to someone in the dispensing pharmacy.”
Your caller is looking to transfer their methylphenidate 25mg tables from store 1234 to store 6505. What should you advise this caller.
What is this medication is unable to be transferred and your doctor would need to send in a new prescription.
SOP 2.1.3
Refill Request – Rx not refillable: Pending – controlled substance cannot be transferred from another state/ Transfer limit exceeded for Rx#/ Cannot be transferred out of original state.
How many pieces of HIPPA are needed before releasing PHI?
What is two pieces if HIPAA
Section 1.2 and HIPPA job aid
PCC team members may disclose PHI to the patient when HIPAA has been completely verified. • To verify HIPAA, two pieces of patient information must be verified. o First and last name is required and counts as one of the two pieces.
In order to authorize refills on a medication that is not already processing what must you do first?
SOP 2.2.2
What is Locate the patient’s profile. Select the medication to be refilled and click ‘Submit’. Complete the refill request for ‘Today.’ Action: Inform the Prescriber the system will automatically fax a refill request, please ignore. Action: Re-access the Patient’s detail tab and complete the steps indicated in SOP 2.2.1 for refill authorization.
Call opening: How many seconds are allotted for you as the technician once the call connects?
What is 5 seconds.
SOP 1.1.1
Action: Greet the customer within 5 seconds of receiving a call using the standardized greeting. • Greeting must include the team member’s title (Pharmacy Technician/Pharmacist) and first name.
You receive a call from Mary who would like to fill her medication. She calls her original Florida store but would like the refill at a store in Ohio.
What is transfer to the store the caller would like th medication filled at - Ohio.
SOP 2.1.10 If the store is in different state, cold transfer the call to the dispensing pharmacy where the caller would like to fill the prescription.
You receive a call from a patient to refill a medication, once in the profile you see that the medications original date was from 11/3/2021. What do you advise the caller?
What is we would need a new prescription for this medication and submit the request to the doctor.
Exception if the rx states rx expired and closed, we would need a new prescription.
SOP 2.1.6
Action: If the prescriber is calling in a new prescription, COLD transfer the caller to a PCC Pharmacist. • Transfer to PCC PRESCRIBER TO RPH > English or Spanish. o If a North Carolina Store, transfer to PCC NC Prescriber to RPh. o If an Arizona Store, transfer to PCC AZ Prescriber to RPh. o If a New York Store, transfer to PCC NY Prescriber to RPh. o If a U.S. Virgin Islands store, transfer to PCC Virgin Island Prescriber to RPh
The account of Mike Jones populates, once you provide your greeting you determine the caller is not Mike Jones but Beth Jones. How many pieces of HIPAA are needed to provide PHI?
What is two.
Someone other than the patient (excluding Prescribers) is calling on behalf of the patient. (I.e. Spouse/ Family/ legal guardian)
SOP 1.2.2
Suggestion: Are you calling for yourself or someone else.
May I have the name of the patient you're calling about/for?
You receive a call from MD Ham Burger to authorize a refill for patient Bey Yonce. Once in the profile you see that the medication in process is a control what do advise the doctor?
What is allow me to get you over to an RPh.
Internal RPh
SOP 2.2.1
If the medication is a controlled substance in NY, transfer to a PCC NY RPh to process the refill authorization.
If the medication is a controlled substance in any other state, transfer to a PCC RPh to process the refill authorization.
What is the turnaround time we provide when a prescription is submitted and states “Contacted Prescriber for Refill Approval”
What is 72 hours
SOP 2.1.4
If the caller asks how long it will take to hear back from the doctor, let them know it can take up to 72 hours. o Suggested Verbiage: “It can take up to 72 hours to hear a response from the doctor.” • If the patient says that they need it sooner, recommend that they contact their doctor. o Suggested Verbiage: “You may want to contact your doctor to expedite the process.”
The call requires a transfer to the dispensing pharmacy, but they are currently closed for a meal break. The caller states they need to know if they can take their medications with orange juice. What would you advise the caller?
What is I can get you over to an RPH for consultation.
Internal RPh
” Action: If the caller reports a misfill, WARM transfer to in internal PCC RPh. Action: If the caller needs a pharmacist consultation, COLD transfer to in internal PCC RPh.
SOP 1.7.6
You receive a call from a patient that states they wants to refill their Vitamin D3 10,000 but the doctor recently changes the directions. What would you advise the caller?
What is advise the caller that a new prescription is needed
SOP 2.15.2
You receive a call from a patients insurance company and once you locate the profile you notice a "Y" in patient comments. In the comments the patient has a password. What do you advise the caller?
What is answer the calls questions accordantly after HIPAA is satisfied
SOP 1.12.23
Account passwords apply to the patient/patient’s representative. (Prescriber’s offices/insurance companies do not have to provide the account password.)
Are Technicians able to authorize and deny refills from a lawyers office, Why or why not?
Section 2.2
What is No, a lawyers office is not considered as a healthcare provider.
A customer makes it known to you that they are tired of coming to the store multiple times a month to pick up medications. What would you advise the caller?
What is Educate the caller about our Save a Trip program. • If the caller is interested in enrolling in the Save a Trip Program, please provide the toll-free phone number 1-833-SAVE TRIP (1-833-728-3874). • If SATR is available, cold transfer the call by using the transfer destination "SATR Transfer".
SOP 1.12.42
You submit an rx and the comment that is seen in the status bar is Refill Request - Rx not refillable: “Rx is not Refillable Invalid MD”. Where would you need to transfer the caller?
What is the dispensing pharmacy
SOP 2.1.12
Suggested Verbiage: "For further assistance, let me transfer to someone in the dispensing pharmacy."
You receive a call from a patient stating their previous pharmacy was bought out by Walgreens. Once in their buyout profile you see no active medications, what do you advise the caller?
What is advise the caller we would need all new prescriptions sent into Walgreens.
SOP 2.10.1
Status Details Information: • AC = Active Rx – able to be submitted • CL = Closed Rx – not eligible to be submitted • HE = Held – able to be submitted NOTES: • Technicians should not close Rx’s • Expired or C-II Medications cannot be filled • See the Buyout Tab Job Aid for additional information on: - Rx Refill Restrictions - Error Messages
Name 4 pieces of PHI?
PHI = Personal Information + Health Information Personal Information: Health Information:
What is Name Any Medication Details Phone Number Health Conditions Address Allergies Email Prescriber's Name Date of Birth Diagnosis or Diseased State Prescription Number Lab Results Insurance Card Number Insurance
You receive a call from Mary at MD Smith's office to deny a refill request that was sent over for a patient the doctor no longer sees. What steps would you take to deny the refill already in process?
SOP 2.2.5
Action: Deny the request and include comments explaining why the request was sent in error.
You receive a call from a patient that states they need a medication transferred. You start the transfer wizard and then determine that the caller is not aware of what is needed to be transferred what would you advise the caller?
What is all refillable medications
SOP 2.6.1
If the patient is unsure of the medication name or RX number, ask the patient to call back when they have that information available. o If the patient wants all medications transferred, add “all refillable medications” to the form.