問題一覧
1
A patient calls to check the status of their RX and the profile states the RX is in process with no pending issues. What is the appropriate response for the following?
medication is currently in process and is expected to be ready by scheduled pick up time
2
A patient is calling about a controlled medication that is out of stock. We call transfer to in-house pharmacist.
false
3
Who is responsible for the patients co pay
patients insurance
4
Walgreens set the price for patients co pay
false
5
What does tpr stand for
third party reject
6
what should we tell the patient if their maintenance medication that it is out of stock but filled today?
advise the patient it is out of stock and will be ordered for the next business day
7
if the RX status indicates new prescription received not entered yet the patient needs to call back in two hours to check on the status
false
8
when a patient says their doctor called in a new prescription yesterday, but the prescription still isn’t listed in the system. We should advise the patient to.
contact their doctor
9
when a patient prescription status is an RX partially filled the proper response
check RX was filled today if yes, advise the patient. Their prescription is partially filled. Then the remainder has been ordered for the next business day if RX was not filled today advised patient of partial fill then transferred to the pharmacy
10
where would we look to see the patient’s prescriptions in?
patient profile
11
What should you advise the patient if the status of maintenance medication shows are out of stock under the prescription and process section prescription received less than 24 hours ago
Advised a patient that the medication is out of stock. It has been ordered for the next business day.
12
What does authorization TPR mean
The patient’s insurance plan does not allow use of medication without an evaluation of the patient specific case
13
if the RX that is indicates ready and it’s between the hours of 9 AM and 9 PM on Monday respond to the patient’s request
The prescription is ready for pick up
14
when a prescriber calls to approve or deny a refill request to tell the patient
please ignore our request and expect to pick up time with a 90 minutes
15
Martha Vineyard is calling to check the status of your prescription because there’s email stated that their status nor act in process what is the first step you should do taking the scenario?
Verify HIPAA
16
if a RX has a payment plan rejection we should check the comments to see if there are any notes from the RC
true
17
besides contact the prescriber for refill approval what other statuses do we based on 72 hour timeframe?
Contact prescriber for 90 day approval
18
The prescription request was denied by the prescriber, but the patient states their prescription is urgent
I understand how important that medication is to you. I would recommend giving your doctor a call.
19
what do you select in WD to dispositional called
Auto disposition
20
medication is in process was scheduled pick up time
72 hours
21
what reason do we select when a patient request to delete canceling RX in process?
Patient does not want
22
your whisper tone say that, and Lindsay Henness profile populate the patient states they’re calling to check the status of the prescription. What’s the first step you would take to process scenario call
Verify HIPAA
23
what are the steps and sending a refill authorization?
advise no refills remaining offer to send the fax over to prescribers’s office. Advise appropriate processing time of refill authorization request two up to 72 business hours advised that patient can expedite process by contacting their doctor.
24
where would you look for prescription status clues
prescription in processing page. Patient profile. Patient comments
25
when patient information auto populate you should
ask the caller for their first and last name
26
A patient needs to refill their medication and does not have the RX number. What should you do?
probe for additional information and name of RX to refill the medication from her
27
A patient calls to refill a prescription you
check the patient profile for an active refillable prescription for the same medication
28
A patient states their refill need is urgent and their local store is closed. What should you do?
verify HIPAA and transfer the call to the nearest open local store pharmacy
29
when processing a refill, a technician can make changes to
Quantity and payment
30
when one identifier is auto populated in the system, how many additional identifiers must be confirmed before providing any PHI to the patient
1
31
A patient request a refill on a medication non-controlled, but you noticed that the prescription has already been filled at a different location within the same state. What should you do?
informed the patient, it is being filled at another store and provide the other store information
32
Mary thon request a refill, but doesn’t have any remaining refills on her prescription. You tell her that a request will be sent to her prescriber. How long do you tell her the refill request takes
72 hours
33
Barbie doll says she needs her prescription this afternoon. Otherwise she will become ill. The refill request was sent to her prescriber earlier today. What do you say Barb to help her?
in order to expedite the process, I would suggest you contact your doctor
34
you are assisting patient with his refill request. What should you advise the patient before selecting refill all
we expect this to be ready tomorrow after promise time
35
when searching for a patient profile detail and in buyout search, you noticed the patient is not linked registered to I C+ how would you assist the patient in refilling medication?
register the patient and link their profile to the IC+ patient utilizing the button provided on the buyout search tab once registered access patient bio profile and fill medication’s as normal
36
what is the greeting when a patient account populates
pharmacy technician may I have the patient first and last name
37
when a patient calls for a refill request, all of the following are appropriate responses except
how many refills would you like authorized
38
What is the appropriate closing statement?
If there’s nothing else, thank you for calling
39
Three pieces of information how to be verified before providing phi
false
40
Hippa must be verified on all calls
false
41
We always tell the patient their medication will be ready today when refilling
false
42
Which of the following is not a patient identifier when verifying HIPAA
Physician address
43
From the following scenarios, which one would you verify HIPAA?
Customer would like to refill medication
44
if a patient wanted to transfer their maintenance medication’s from one store to a different store in the same state, we should
Verify HIPAA and complete the refill
45
Which options can a customer use to complete the refill request?
over the phone through the ivr online through walgreens.com via the Walgreen app in person at the pharmacy
46
When calling to refill meds before ending the call you should
Recap the order And ask if there’s anything else she needs refilled
47
You receive a refill call before ending the call. You should disposition the call by.
ctrl + 1