How to handle certain scenarios

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This will provide insights to navigate certain confusing scenarios

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Melinda Dunworth

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How to handle certain scenarios


Froggy Jumps How to handle certain scenariosVersión en línea This will provide insights to navigate certain confusing scenarios por Melinda Dunworth 1 If an insurance agent calls to check on a patients account the pss agent will ? a Inform agent that we need the patient's confirmation first before we can proceed b After authenticating open the authorized portion if agent not listed , pss agent cannot proceed c Authenticate three points of the patients account and ask the name to whom you are speaking too 2 A Mdo calls and states to proceed with the order for patient a Pss agent will open vco to proceed with process b Pss agent will inform Mdo patients confirmation is needed first c Pss will transfer to pharmacist , only pharmacist have the authorization in regards to Mdo 3 A patient was handed a discount card for Miebo obtain on manufacturer site and would like to add to assistance a Inform patient we can only offer discounts listed on our business rules handed by manufacturer b If it is from the same manufacturer the agent can add coupon for additional discounts c The agent can only offer if representative from miebo is present during call 4 A unauthorized rep calls with patient present and would like to be added what is the first thing an agent must do a Ask to speak to patient to confirm and start reading the guru card in verbatim b Ask to speak to patient to confirm and inform patient that this is being recorded c If the patient is beside the unauthorized rep an agent can bypass the steps 5 An agent opens an account and views this what is the next step a The pss agent will transfer call to eComm b A red x means we cannot provide any assistance advise patient to contact mdo for alternative c A red x signifies an agent must complete an ADE form 6 A pt that does not understand english calls in with nephew to assist with process, what is the agent's first step? a Authenticate pt with nephew and if nephew not an authorized rep will ask pt to confirm to add b Ask the nephew what language is spoken and go to quick connects for translation services to assist c We cannot proceed with call if pt is unable to understand english have them contact mdo to proceed 7 When an agent views an expired rx on patients account what is the first step an agent should do ? a Go to patients full profile and check the active prescriptions b Inform patient prescription is expired and to reach out to Mdo c Click on the three ellipsis in patient services and create new rx request 8 An mdo calls stating there was a message left and she is calling back about a DUR who does the agent transfer too ? a Prescriber line b Pharmacist c ADE 9 A patient calls to check the status of meibo has you try to pull pt , pt not in system what is the agent first step ? a Confirm with patient when did the mdo send in rx to ensure it is not too early or any issue b Inform patient Mdo must of sent script to wrong pharmacy c Do not engage with patients not part of our system 10 A grandmother calls in on behalf of minor child that came in call fully verified, what is agent first step a The agent will confirm information needed by caller b The agent will confirm to who they are speaking too and check if it is an authorized representative c The agent will proceed as if communicating with minors parents since this is grandma

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How to handle certain scenarios

Froggy Jumps

Sobre esta actividad

Creada por

Descarga la versión para jugar en papel

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How to handle certain scenariosVersión en línea

por Melinda Dunworth

If an insurance agent calls to check on a patients account the pss agent will ?

A Mdo calls and states to proceed with the order for patient

A patient was handed a discount card for Miebo obtain on manufacturer site and would like to add to assistance

A unauthorized rep calls with patient present and would like to be added what is the first thing an agent must do

An agent opens an account and views this what is the next step

A pt that does not understand english calls in with nephew to assist with process, what is the agent's first step?

When an agent views an expired rx on patients account what is the first step an agent should do ?

An mdo calls stating there was a message left and she is calling back about a DUR who does the agent transfer too ?

A patient calls to check the status of meibo has you try to pull pt , pt not in system what is the agent first step ?

A grandmother calls in on behalf of minor child that came in call fully verified, what is agent first step