Refills

Mr. Randal states that he has received a new order for Amlodipine; however, it looks different from the medication he is used to receiving from the retail pharmacy. How would you handle this call?

• Advise him that all medications look different so he should not be concerned.

• Transfer him to the PCT during PCT hours or transfer him to a PC RPh when outside if PCT hours.

• Offer to send a mailer to return the medication.

• Advise him that you will transfer him to an RTL to further assist him.

Mrs. Cho calls and you authenticate her and refill her medication. She hands the phone over to Mr. Cho so he can find out the name of the medication his doctor requested. What should you do next?

• Ask Mr. Cho to contact his doctor.

• Speak the required monitoring disclosure and provide Mr. Cho the name of the medication.

• Ask Mr. Cho to contact customer service separately for authentication purposes.

• Speak the required monitoring disclosure and ask Mr. Cho questions to authenticate.

What must you always do when updating or entering a shipping address?

• Wait for caller to request address verification, then give him/her the correct address.

• Verify spelling of the address with caller, repeat information back, and obtain verbal confirmation before submitting request.

• IVRU does it automatically.

• CSP always has the correct address.

You have verbally confirmed the three prescriptions in the cart for Mr. Arthur Wells. You have also verified the address, payment method, and offered one-day or two-day shipping. What must you also do?

• Provide the turnaround time and ask about medication on hand

• Select Address Verified

• Select Place Order

• Provide the turnaround time and select Place Order

Patrick Starke tells you that his gym bag was stolen out of his car. His prescription for Cimetidine Tabs - 200 mg was in his gym bag. What Exception (Early) Refill Reason will you select from the option-list in order to send him a refill?

• You must consult with a PC RPh for permission to process an Exception (Early) Refill before selecting a reason.

• None. Patrick Starke is not eligible for an Exception (Early) Refill for stolen medication.

• Patient Lost Medication

• Lost in Mail

While in the middle of processing a refill for Mr. James Rico, the call disconnects. You call the number on the account and reconnect with Mr. Rico. What are your next steps?

• Proceed with the refill.

• State the monitoring disclosure, re-authenticate Mr. Rico, and proceed with the refill.

• State the monitoring disclosure and proceed with the refill.

• Re-authenticate Mr. Rico and proceed with the refill.

You are processing a refill for Mrs. Michelle Murphy. You have reviewed the amount due, verified the address, and TAT. When verifying the payment method, Mrs. Murphy tells you that her credit card needs to be updated. You confirm that the correct card is not listed in the Cart. What do you do?

• Queue the request to accounts receivable.

• Transfer the call to an experienced PCA to complete the request.

• Click Edit Payment Method in the Cart to add a new payment method.

• Cancel the order, navigate to Account, update the credit card, and re- process the refill.

Where will you navigate to determine what Exception (Early) refill types are allowed by the patient's plan?

• Order Now > Show Exception Fills link > Refill Now link for the medication > Cart

• Order Now > Click Exception Fill link for the medication > Select a reason drop- down list

• Order Now > Archive toggle

• Order Now > Refill Now link for the medication > Cart

You are finishing a refill and ask Mrs. Leslie Brock if she has enough medication until the refill arrives. She replies, "I actually haven't had any for the last couple of days." What solution will you offer the patient?

• Recommend the caller obtain samples from her doctor and offer a PC RPh.

• Offer for Express Scripts to pay for a supply at the local pharmacy and to speak with a PC RPh.

• Transfer the patient to a local pharmacy to discuss getting a supply.

• Educate the patient about getting a short term supply at the local pharmacy and offer a PC RPh.

You are finishing a refill for Mrs. Jessica Phillips. After you verbally confirm the prescriptions, address, and payment, you state the turnaround time. What question will you ask next?

• Will you please stay on the line for a customer satisfaction survey?

• Does that work for you?

• Will you have enough medication on hand until your order arrives?

• Have I answered all of your questions?