Exam (elaborations)
PPX URAC STAFF INTERVIEW QUESTIONS CONSULTANT MOCK-VALIDATION
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PPX URAC STAFF INTERVIEW QUESTIONS CONSULTANT MOCK-VALIDATION
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PPX URAC STAFF INTERVIEW QUESTIONS:CONSULTANT MOCK-VALIDATION
Tell me about how your site will function if the facility is affected by a disaster? - Our
policies and procedures describe these protocols and have a business continuity
management (BCM) document that addresses disasters across all sites.
Tabletop tests are 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.
What is your responsibility if you have a change in licensure? - Immediately notify your
manager, HR business partner, and Compliance team
Do not work in the pharmacy or complete licensed-required tasks until further notice if
your license is no longer active or no longer in good standing
Did you have a background check and drug test before hire? - Yes
What type of training did you receive upon hire? - Hands-on training for 2 weeks upon
hire
Compliance training which included HIPAA, Fraud Waste and Abuse, URAC training,
Ethics, Policies and Procedures
Are you offered bonuses or incentives for the use of specific drug services? - No
How do you adhere to specific/different state restrictions and regulations? - The system
automatically prompts agents with state-specific requirements based on where the
customer is located
If there are any concerns or questions, agents have the following resources:
Pharmacists and PIC
Compliance team ticketing system to ask questions
Zendesk help center reference material maintained and approved by the compliance
team
How do you ensure regulatory compliance? - We strive to follow the strictest
rule/regulation
, We have built-in guard rails in our system to help with regulatory compliance. For
example, for customers located in NY, our system flags controlled medications to only be
dispensed in vials.
If staff have any questions or concerns they can reach out to the Compliance team for
resolution or clarification
How do you escalate concerns regarding regulatory compliance? - Escalate to a manager
or your PIC.
We can also submit a ticket to the Compliance team if you are not comfortable
approaching your manager or PIC about the subject.
Pull the Andon Cord (andon@) to report to all supervisors if warranted
Contact Jodi Nordstrom, Senior Manager of Compliance
How do you continue to serve customers if there was an emergency at their location? -
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.
How are errors and near misses reported and tracked? - There is a weekly review of
QREs with senior leaders and managers, who then discuss with their teams. Quarterly
error trends are presented for discussion during the Quality Management Committee
(QMC) meetings.
Internal errors are measured as a near-miss event
QREs are measured in DPMO which is shared with the whole company via the Rex page
As pharmacy staff, what precautions do you have for confidentiality security? What are
your HIPAA and PHI security training like? - Everyone signs an NDA upon hire.
All employees complete HIPAA and PHI training upon hire and annually thereafter with
an attestation confirming they completed and understand the training.
Areas with access to HIPAA are limited to only approved employees and restricted by
badge access
Two-factor authentication to log into secure networks.
Shred-It vendor use to dispose of physical PHI
All at home PHI and HIPAA practices are covered in the work from home policy and
require a signature stating that the employee understands the responsibilities.
What are your protocols for confirming the confidentiality of staff members who are also
a customer? - All customer accounts are processed using the same "need-to-know"
privacy and confidentiality assurance.
Staff are not allowed to work on their accounts
Employees can raise any confidentiality concerns to the Compliance or HR teams
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