CER Team Call Tracker


  1. CER Team ZID (including the "Z" - Z123456)


  1. CER Team First Name


  1. CER Team Full Last Name


  1. CER Team Location
    Cary
    Frostburg
    Houston
    Madison
    Manila


  1. Supervisor Last Name


  1. Type of Transfer
    Quick Transfer
    Warm Transfer
    Cold Transfer (no Quick Transfer Pop-up)


  1. Transferring Site
    ABB
    Alamo Downs
    Cary
    Chandler
    Durant
    Frostburg
    Henderson
    Houston
    Jonesboro
    Madison
    Manila
    Nashville WFH
    Northgate
    Orlando WFH
    Phoenix
    Pittsburgh
    San Antonio
    Solon
    Solon WFH
    TTEC WAH


  1. Transferring CCR ID


  1. Transferring CCR First Name


  1. Transferring CCR Last Name/Initial


  1. Is the call an invalid transfer? (Calls other than CD reasons)
    Yes
    No


  1. If invalid, what type of call?
    Address Change
    Already has an exception
    Already on Formulary / covered
    Client handles
    Disenrollment / Cancellation
    Enrollment
    Mail Order question
    Override
    Paper Claims (denial)
    Pharmacy
    Pharmacy not able to provide drug
    Plan Design
    Premium Billing
    Prescriptions
    Prior Authorizations
    Refill
    TRC 127
    Drug listed on the Med-D Tier Exceptions Exclusion List


  1. If on Tier Exceptions Exclusion List, which drug?
    Albuterol Sulfate Nebulizer Solution
    Dicyclomine
    Eiliquis
    Fluticasone propionate suspension
    Hydrocodone / Acetaminophen
    Ipratropium bromide
    Levemir
    Levothyroxine sodium
    Lidocaine Patch
    Lyrica
    Montelukast
    Multaq
    Omeprazole
    Pantoprazole sodium
    Restasis
    Shingrix
    Synthroid
    Tamsulosin
    Xarelto


  1. Is Beneficiary in Coverage Gap or Catastrophic Phase
    Yes
    No


  1. After test claim, what is the scenario?
    Non-formulary drug
    Tier 1 drug
    Tiers 2-5 drug
    Specialty drug Copay, Mail Orders or General Quetsions
    Specialty drug (all others)
    Tier Exceptions Exclusion List drug
    Quantity Limit
    Step Therapy


  1. Are alternatives available?
    Yes
    No


  1. If available, will they check with Prescriber?
    Yes
    No, does not want alternatives or unhappy with no other options





Guy Macdonald