Resource Utilization

A Pharmacist is calling to xfer a rx, who do we transfer them to? 

• IBRT

• Account Solutions

• RPH

• Take the information ourselves

What is the proper greeting for CTI authenticated callers?

• Thank you for calling CVS Specialty

• Thank you for calling, how may I help you?

• Thank you for calling CVS Specialty, am I speaking with the patient?

• Thank you for calling CVS Specialty. My name is <your name>.  Am I speaking with <caller name>?  I see you are calling about <caller intent>.  Let me pull up that information for you.

What is the proper greeting for Silverlink calls? 

• Thank you for calling CVS Specialty, My name is...Am I speaking with...

• This is <your name> from CVS Specialty calling about a prescription.” Ask to speak to the patient or their authorized representative. “For the security and privacy of your prescription information, please verify the following…” I need to let you know that this call is being recorded or monitored for quality purposes.

• This is...calling from CVS Specialty, may I have your name?

• Thank you for calling CVS Specialty. My name is <your name>.  In order to protect your privacy, I need to ask you a few questions before we proceed.

How many seconds are there until you have reached “dead air” on a call? 

• 10

• 7

• 5

• 15

When an order needs to be scheduled, we create a contact pt task, True or False?

• True

• False

How long is the proper hold? 

• 100 seconds

• 2 minutes

• 5 minutes

• 1 min/ 30 sec

A pt calls in to schedule, but an ECS rejection populates: Check DNF code. Pt has a DNF 96, what is this DNF? What do we do next?  

• DNF 96 - Bankruptcy.

  Transfer to Account Solutions

• DNF 96- Collections

  Transfer to IBRT

• DNF 96- Collections

  Transfer to Account Solutions

• DNF 96- Pt death

  Transfer to RPH

The mdo is calling for a CMK pt to initiate a PA, we transfer to SGM PA, True or False? 

• False

• True

Who do we contact when a pt has a question about dosage instructions? 

• RPH

• IBRT

• We provide the information

• Advise to contact their insurance

What do we do after scheduling an MAJ pt? 

• Complete scheduling and close the call

• Provide the MAJ disclaimer

• Transfer to IBRT

• Create a callback