1) How do you help a PT calling to apply initially? a) Explain the process and share the website. b) Tell them they need to search for themselves. 2) What does a "Fulfilled" status mean for a PT? a) We have received their application. b) Their app has processed and been approved and Rx has been sent to be filled. 3) If caller says they were notified they have missing information on their app, how do you help? a) Tell them they need to reread the letter and send in what it states. b) Pull up their app and view what is missing and explain how they can get us what we need to finish processing their application. 4) How do we handle a "denied" application when the caller asks what happened? a) Pull up the app and see review to see why it was denied. Explain that the PT can appeal it if they share new information. b) Explain that they don't qualify and tell them if something changes they can reapply. 5) If a 3rd party calls in (i.e. spouse, adult child) and PT approves us to speak to them what should you do? a) Offer the 3rd party a HIPAA delegate form before proceeding with the call. b) Offer nothing. They will need to be authorized each time by the PT.

Salesforce: Call Drivers

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