1) What is the correct Specialty Customer Care greeting when the call is IVR authenticated? a) Hello, Thank you for calling CVS Specialty Customer Care, my name is [CSR Name]. I see you are calling about [order intent]. Am I speaking with [Caller Name]? Let me pull up that information for you. b) Hello, Thank you for calling CVS Specialty Customer Care, my name is [CSR Name]. I see that you are calling about [order intent]. In order to protect your privacy, I need to ask you a few questions before we proceed. c) Good (morning, afternoon, evening) and thank you for calling CVS Specialty Customer Care, my name is _____________, how may I help you? d) Hello, how may I help you 2) What is the correct Specialty Customer Care greeting when the call is Non IVR authenticated? a) Hello, Thank you for calling CVS Specialty Customer Care, my name is [CSR Name]. I see you are calling about [order intent]. Am I speaking with [Caller Name]? Let me pull up that information for you. b) Hello, Thank you for calling CVS Specialty Customer Care, my name is [CSR Name]. I see that you are calling about [order intent]. In order to protect your privacy, I need to ask you a few questions before we proceed. c) Good (morning, afternoon, evening) and thank you for calling CVS Specialty Customer Care, my name is _____________, how may I help you? d) Hello, how may I help you 3) What is the correct Specialty Customer Care greeting when a call does not come up in the IVR? a) Hello, Thank you for calling CVS Specialty Customer Care, my name is [CSR Name]. I see you are calling about [order intent]. Am I speaking with [Caller Name]? Let me pull up that information for you. b) Hello, Thank you for calling CVS Specialty Customer Care, my name is [CSR Name]. I see that you are calling about [order intent]. In order to protect your privacy, I need to ask you a few questions before we proceed. c) Good (morning, afternoon, evening) and thank you for calling CVS Specialty Customer Care, my name is _____________, how may I help you? d) Hello, how may I help you 4) A caller should be on hold no more than how many minutes at a time? a) 10 b) 5 c) 3 d) 2 e) 30 5) You just created an account and the caller asks you for a specific time they will receive their medication by what is the best response? a) It depends on when a prescription is received and what types of requirements your insurance may have related to the dispensing of the medication for example a prior authorization. b) By your needs by date c) Tomorrow d) Today e) You always get your medication by the needs by date 6) You've had a caller on hold, upon returning to the caller what should you say? a) Thank you for holding b) Nothing just continue the conversation c) I will need to put you back on hold d) Caller are you there? 7) What is required of us before we put a caller on hold? a) Nothing just put them on hold b) Ask for permission and explain the reason for the hold 8) What resources can we use to find an business unit extension? a) Pharmacy Network Reference b) Pharmacy Reference c) The source d) Specialty Drug List 9) When completing a new order request how often should you check the drug list? a) Occasionally b) Everytime c) When you feel like it d) When you think there have been updates 10) What is the phone number to our main customer service line, Caremark Connect? a) 800-238-7828 b) 800-237-2767 c) 800-323-2445 d) 866-249-1556 11) You can complete a new order request for Nexplanon? a) Yes b) No 12) Jane cannot locate the new drug list; how can she find it? a) Yammer b) She can't c) Teams d) Microsoft Word e) SCC - Intake Phone Resources 13) A patient with the insurance ADAP of Illinois is calling to get the medication Lexapro. What list should the agent check to see if we can dispense it? a) SRX Drug List b) SRX Drug List then Take everything payers c) Telephone Reference d) Pharmacy Network Reference 14) A patient is calling to get the medication Camcevi what should you do to assist the patient? a) Enrollment b) Limited Distro Form and refer them to Amerisource Bergen c) Override d) Send an email to the Sup box e) Tell the patient you cannot help them 15) When completing direct entry when should you add a note to the account? a) After pressing finish b) You don't need to add a note c) Before finishing the account 16) What days are emails sent out for the Helping with Heart Academy Initiative? a) Monday b) Tuesday c) Wednesday d) Thursday e) Friday f) Saturday 17) What are some phrases you should not say on a call? a) You're not in the system b) I can help you c) I don't know d) The other rep did this and that's their fault e) May I place you on a brief hold? 18) A patient is calling to get a new medication Humira, after reviewing the notes a new order request has not been completed. What should you do? a) Tell them to call their dr and hang up b) Press the intake button c) Transfer them to the BU d) Transfer them to a RPH 19) A patient is calling to get a medication not on the SRX Drug list, what should be your next step? a) Transfer them to Caremark b) Tell them to call their medical plan c) Hang up d) Ask them the name of their major medical and check for their plans list e) Tell them you can't help them since the med is not on the list 20) You answer the phone and a caller is giving a lot of information at the beginning of the call. How can you make sure you remember all the information they provide? a) Mental note b) Use the computer sticky note c) Ask them again once they stop talking d) Use the computer note pad

Week 3 - Call Flow

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