URAC|2023 LATEST UPDATE|GRADED A|GUARANTEED SUCCESS

What is your involvement in patient management? Involves prescription dispensing, reimbursement, counseling, and patient clinical care activities we do. My involvement depends on the role I am assigned for the day. How do we promote drug adherence? Initial counseling on the importance of compliance, refill reminder calls, recommendations to alleviate any side effects, and assistance obtaining financial assistance as needed. 00:40 01:23 How do you collaborate with physicians or other healthcare providers involved in patient care? We communicate with them regularly in over the phone. If the patient has any issue or if we have a recommendation/update we will call or fax. How do you advocate for a patient's access to drugs? Walgreens has access to many limited distribution drugs. We also help with prior auths and get patients signed up for financial assistance programs. How do you help with prior authorizations and appeals? We work with the insurance company and coordinate obtaining documents from the prescribers to help facilitate the process. How do you address language barriers? We have staff that are bilingual, use the Pharmacy Translators Tools, and other health providers or caregivers. If a patient emergency situation arises, such as a suicide threat what would you do? Keep the patient on the phone and get a team member to call 911 as outlines in our patient crises and emergency situation policy. How do you refer a patient to external support groups for help as needed? We refer the patient to local disease support groups or hospital social service. On our intranet site and disease state packets there are also national groups we can refer them to. How do you communicate patient rights and responsibilities? We have them in our welcome packet that is mailed to the patient on our web page. How do you update information in a patient's profile? As we become aware of changes we will update the information in the appropriate fields in IC+ or SR2 What are your triggers to send a call to an RPH If the patient has any clinical questions or concerns we have pharmacist speak with them. What is the process for collecting and communicating payment? Since the majority of our billing is through on-line prescription adjudication, we have this information and inform the patient upfront of all charges as much as possible 00:00 01:23 How do patients receive information on their disease and medication? We provide verbal education and written drug information leaflets, and other information as needed. What do you do if a temperature is out of range? Notify my Manager. What is your service area? WA, OR, AK, UT, MT, ID How are back orders or out of stocks handled? We notify the patient and prescriber as needed based on the clinical significance. We make all attempts to utilize the Walgreen resources to obtain the product as quickly as possible.