Order Scheduling/Refill

True or False: The Mark review button will only appear when scheduling an order ?

• True

• False

Asking _________ questions allows you to gain more info as to why the patient is calling ?

What does (OH) mean in the scheduling process ?

• Quantity on hand

• Rx on hand

• An Rx is on hold

Based on this picture which order guide will be used ?

• Standard Refill

• Patient Refill

• MD Guide

• Simple Refill

What is this an example of ?

• Standard Refill

• Simple Refill

• MD Guide

• PT Guide

How many seconds do you have to answer your call ?

• 3

• 4

• 7

• 10

How many days out should you schedule an Rx if there is PA task on the patients account ?

What is the proper greeting for CTI authenticated callers?

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

• 
  Thank you for calling CVS Specialty

• 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.

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

What is the proper greeting for Silverlink calls? 

• 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.

• 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.

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

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

When an order needs to be scheduled, We create a contact pt task ?

• True

• False