2013_Inbound Call Status Survey -- Core


  1. I am confident and knowledgeable that I can answer caller inquiries about the following SP/PBM issue:

    When the Rx has been triaged to the wrong SP
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following SP/PBM issue:

    Drug is not on formulary
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following SP/PBM issue:

    When coverage for Tecfidera has been been denied
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following SP/PBM issue:

    When a PA is required
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following SP/PBM issue:

    When a patient inquires about their case status or drug shipment
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following SP/PBM issue:

    The patient has been confused by inaccurate, incomplete benefit information from the SP
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following co-pay card issue:

    Registration process
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following co-pay card issue:

    SP-related issues (i.e, no co-pay card information on file, etc.)
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following co-pay card issue:

    United Health Care-related issues
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following co-pay card issue:

    Determining plans that disqualify a patient from the program
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following QuickStart Program issue:

    Eligibility issues
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following QuickStart Program issue:

    When to begin the QuickStart process
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following QuickStart Program issue:

    How to research the status of a QuickStart case
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following issue:

    Patient received Starter Kit and patient has had little or interaction with the SP
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following issue:

    I am about to run out of drug for my present therapy, what should I do?
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can answer caller inquiries about the following issue:

    I have lost or damaged drug
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable using ROAR to discover the answer to a caller's inquiry
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can use system tools to discover and report a patient's PAP status:
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable in my understanding of the relationship between pharmacy benefit managers and specialty pharmacies:
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable about PAP eligibility and when a patient qualifies for the PAP program
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. I am confident and knowledgeable that I can locate information about program process changes and updates quickly
    Yes, I am confident and knowledgeable
    No, I will need assistance for these calls


  1. Please list any topics where you do not feel confident or knowledgeable that were not listed above:





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