URAC EXAM QUESTIONS AND ANSWERS
What is URAC? - Answers-Utilization Review Accreditation Commission - an
accreditation organization promoting healthcare quality
Why are we applying for URAC accreditation? - Answers-to show that we are a pharmacy
that excels in patient care and upholds higher levels of standards than required by laws
and regulations
How often does the Quality Management committee meet? - Answers-quarterly
If you are not a part of the Quality Management Committee, how do you get updates from
this meeting or other Leadership meeting - Answers-Monthly Customer Service meetings,
qMonthly newsletter, team huddles, Teams messages/emails, communication board by
the time clock
What is reported to QMC (Quality Mgmt Committee) - Answers-Phone Metrics (ex.
Average Seconds to Answer) Operational stats (ex. Turnaround time; Customer
Complaints) Clinical metrics (ex. DURs, Cold chain testing) Quality Improvement Project
metrics
What is our purpose/mission statement? - Answers-enhancing patient care by turning
medication problems into solutions.
How do I know what my job duties are? - Answers-job description, policy/procedures,
training, and assigned tasks by supervisor
How is info provided to patients about rights and responsibilities? - Answers-Welcome Kit
(aka "shipping insert") kit includes patient rights & responsibilities, also on website
How are patients given info about contacting the pharmacy? - Answers-Welcome kit
(shipping inserts) and website
How are patients given info about health & safety info - Answers-website has clinical
content, drug info leaflet with med shipment, call & talk to rph
Tell me about how your site will function if the facility is affected by a disaster? - Answers-
Business Continuity Management (BCM) document that addresses disasters across all
sites.
Tabletop tests done annually
We can redirect shipments and shift tasks, as needed, to other facilities
, Generators are available for power outages at our large sites
Our PICs work with Boards of Pharmacy to allow for remote work, where allowed.
We can transfer customers between facilities to fulfill their shipments or we can transfer
their prescription to a different pharmacy of their choice.
We use a single phone number for the whole pharmacy so that if a customer call center
is affected, the calls are answered by the sites available.
If we cannot fulfill a customer's order or we recognize there will be a delay in service, we
will contact the customer to inform them of the delay and offer to transfer their
prescriptions.
How do you continue to serve customers if there was an emergency at their location -
Answers-Our Shipment Success team monitors Quantum View for carrier alerts,
anticipates any results of disasters and loss, and receives weather alerts from Amazon.
If a delay is anticipated, we can send medications early, if possible and as needed
If shipments will be delayed, Shipment Success coordinates with Customer Care to notify
the customer and either reroute the shipment to a temporary location or transfer the
medications to another pharmacy of the customer's choice.
Where do you document delays and communications with the customers? - Answers-
Delays are documented in the customer's profile and Zendesk tickets.
What are your phone hours of operation? - Answers-24/7 clinical customer service
availability
General customer service call hours are Mon -Fri: 8am-10pm ET and Sat-Sun: 10am-8pm
ET
Phone lines for prescribers and pharmacies will vary by the team in those pharmacy
departments
How do you recognize and serve customers with language barriers, cognitive or physical
impairments, and/or cultural/religious differences? - Answers-Customers can distinguish
Spanish as a preferred language during sign up, allowing their labels to be translated
We use Language Scientific as a phone/verbal translation service
All written communication is written in plain language at a 6th -grade reading level and
supported by iconography when possible.
What is URAC? - Answers-Utilization Review Accreditation Commission - an
accreditation organization promoting healthcare quality
Why are we applying for URAC accreditation? - Answers-to show that we are a pharmacy
that excels in patient care and upholds higher levels of standards than required by laws
and regulations
How often does the Quality Management committee meet? - Answers-quarterly
If you are not a part of the Quality Management Committee, how do you get updates from
this meeting or other Leadership meeting - Answers-Monthly Customer Service meetings,
qMonthly newsletter, team huddles, Teams messages/emails, communication board by
the time clock
What is reported to QMC (Quality Mgmt Committee) - Answers-Phone Metrics (ex.
Average Seconds to Answer) Operational stats (ex. Turnaround time; Customer
Complaints) Clinical metrics (ex. DURs, Cold chain testing) Quality Improvement Project
metrics
What is our purpose/mission statement? - Answers-enhancing patient care by turning
medication problems into solutions.
How do I know what my job duties are? - Answers-job description, policy/procedures,
training, and assigned tasks by supervisor
How is info provided to patients about rights and responsibilities? - Answers-Welcome Kit
(aka "shipping insert") kit includes patient rights & responsibilities, also on website
How are patients given info about contacting the pharmacy? - Answers-Welcome kit
(shipping inserts) and website
How are patients given info about health & safety info - Answers-website has clinical
content, drug info leaflet with med shipment, call & talk to rph
Tell me about how your site will function if the facility is affected by a disaster? - Answers-
Business Continuity Management (BCM) document that addresses disasters across all
sites.
Tabletop tests done annually
We can redirect shipments and shift tasks, as needed, to other facilities
, Generators are available for power outages at our large sites
Our PICs work with Boards of Pharmacy to allow for remote work, where allowed.
We can transfer customers between facilities to fulfill their shipments or we can transfer
their prescription to a different pharmacy of their choice.
We use a single phone number for the whole pharmacy so that if a customer call center
is affected, the calls are answered by the sites available.
If we cannot fulfill a customer's order or we recognize there will be a delay in service, we
will contact the customer to inform them of the delay and offer to transfer their
prescriptions.
How do you continue to serve customers if there was an emergency at their location -
Answers-Our Shipment Success team monitors Quantum View for carrier alerts,
anticipates any results of disasters and loss, and receives weather alerts from Amazon.
If a delay is anticipated, we can send medications early, if possible and as needed
If shipments will be delayed, Shipment Success coordinates with Customer Care to notify
the customer and either reroute the shipment to a temporary location or transfer the
medications to another pharmacy of the customer's choice.
Where do you document delays and communications with the customers? - Answers-
Delays are documented in the customer's profile and Zendesk tickets.
What are your phone hours of operation? - Answers-24/7 clinical customer service
availability
General customer service call hours are Mon -Fri: 8am-10pm ET and Sat-Sun: 10am-8pm
ET
Phone lines for prescribers and pharmacies will vary by the team in those pharmacy
departments
How do you recognize and serve customers with language barriers, cognitive or physical
impairments, and/or cultural/religious differences? - Answers-Customers can distinguish
Spanish as a preferred language during sign up, allowing their labels to be translated
We use Language Scientific as a phone/verbal translation service
All written communication is written in plain language at a 6th -grade reading level and
supported by iconography when possible.
