Intake Prep Part 1

ScriptMed: Intake Prep Part 1

Completing patient profiles & the missing information processes.

Intake Prep

Start

Intake Prep

Main Menu

3) Activities

1) Introduction

4) Quiz

2) Modules

What is Intake Prep?

Image Intake

Intake Prep

Pre-QA

PCC

ScriptMed operates in stages. Each stage is a piece of the puzzle that moves an order closer to shipping out and helping a patient Get Better!Intake Prep is the third stage in the new patient/therapy workflow. This stage is where the patient profile is completed (conditions, allergies, medications, additional contact information, etc.) and where the missing information process occurs. Intake Prep is also where the benefit investigation is completed, but that will be covered in Intake Prep Part 2 training. This course focuses on completing patient profiles and the steps to the missing information process. Click the arrow at the right to begin!

Introduction

The Basics

• Intake Prep is the data entry stage for all patient information. During this stage, we need to input additional details, including demographics, allergies, diagnoses, and medical conditions.
• Verify that we have insurance and clincial notes for the patient.

• If we are missing information, conduct a welcome call and send any necessary faxes to obtain it.

Throughout the course, you will learn how to complete part 1 of the Intake Prep stage by immersing yourself in trainings, interactive activities, and a quiz designed to strengthen your understanding and application of the process.

Intake Prep is dependent on receiving a new referral in the Image Intake stage, and having the Rx set up in the Pre-QA stage. The next step is making sure or collecting all information to complete the benefit investigation!

Image Intake

Intake Prep

Pre-QA

The Intake Prep stage tile is located on the My Dashboard screen. All PCCs have access to this stage!

How to find the Pre-QA Stage Tile

Navigation

Tile Definitions

The Number in the tile tells how many patients there are in Intake Prep to be worked.Unassigned means that is how many patients have not been assigned to a team member & need to be completed.

• Clicking Search will pull up all patients in the Intake Prep stage
• Clicking Next will automatically open the oldest patient in the queue
• Clicking Assign will open the oldest patient that is assigned to you in the queue

Filtering

Filtering allows you to select the population of patients to work on. This is helpful for sorting between new patients or requesting missing information.

Click on the selected different filters below to see how to use them & click on the images to expand them!

Training Modules

Learn how to manage the first part of Intake Prep stage.

01 Completing Patient Profiles

02 Missing Information

03 Welcome Calls

How to add necessary information to a patient's profile

Calling a patient for the first time when we are missing information

What to do when we are missing information to complete the profile or benefit invesitgation

01

Completing Patient Profiles

How to add all necessary information to a patient's profile.

01

Double Check!

Although you have to add new information to the patient profile, it's important to check all the information that was already added to the patient's profile during Image Intake. Double checking information is essential for ensuring accuracy and building credibility with patients. Spelling of patient name, phone numbers, addresses, and disease state should all be reviewed while completing the patient's profile!

Patient Panel

The Stage Tasks Chevron will automatically display when a patient is opened in Intake Prep. Open the Patient Panel on the right side of the screen to find the patient's images.

Review all images to ensure there is Medical Profile and Insurance image types. If insurance or clincials are missing and needed, follow the missing information process.

Review the patient’s demographic information to ensure the address, phone number, name, date of birth, and disease state match the patient’s images:

• Make any changes needed to the patient’s demographics by clicking the Edit Patient Profile button next to the patient’s name.
• Add any additional addresses or phone numbers from the image to the patient’s profile by clicking on the Home Address or Phone Number hyperlink.

Completing Patient Profiles

Now that you have verified all information, it is time to add new information to the patient profile! Use the clincials notes to complete Allergies, Conditions, and Other Medications sections of the profile. Click on the different sections on the Patient Panel for more information!

For each step in completing the patient profile, click the Add Icon ( ) to add the new information! Always make sure new information is saved!

02

Missing Information

What to do when we are missing information to complete the profile or benefit invesitgation

02

What's Missing?

We need insurance and demographic information for all patients in order to effectively complete their profiles and determine their out-of-pocket costs. Clinical notes are required for all Medicare Part B patients! If we are missing any of the required documents, the Missing Information Process must be followed. We make 3 attempts to receive any missing information before further action is taken. Remember: sometimes what you're looking for is right in front of you. ALWAYS review all patient images to ensure the information is truly missing before proceeding with the Missing Information Process.

Contact the Provider

After making sure we haven't received the missing information by reviewing all images, you need to call the provider's office. Speaking to someone at the office is the quickest way to resolve missing information!

"Hello, my name is ________ and I’m calling from DirectRx Pharmacy about a mutual patient (Patient’s name and DOB).​ We received a new referral for the pt’s nebulized medication(s), but we are missing some information we need before we can dispense the medication. I’m calling to request the patient’s insurance and most recent clinical notes. (Confirm our fax number: 877-892-4007)

If you get the provider's voicemail:Hello, my name is ______ from DirectRx Pharmacy. We received a script for a mutual patient (patient's name and DOB), but we also need (missing information) before we can dispense the medication(s). Please send that via fax to 877-892-4007. Thank you.

Sending Faxes

IF a voicemail is left for the provider, send a follow up fax as well! Sending fax requests are not as effective as speaking with someone from the office, so it is our second mode of communication. Always call before faxing. If you speak to someone at the office who says they will send the missing document(s), a fax is not necessary!

You must use the Form Template Chevron to send a fax!In the Form Template Chevron, you must Add a new template: Select whichever template is needed for the request. These are the common templates for a missing information request:

• Clincial Notes Request
• Clinical Notes and Insurance Request
• Insurance Request

After a template is selected, select a Fax Reason and review all information!

Preview Fax is required before being able to Send the fax! Reviewing the fax before sending it ensures minimal errors.

Pend!

During the different attempts for requesting missing information, you need to Pend the patient in the Intake Prep stage until it is time for the next attempt. We complete 3 attempts over 6 days to receive the missing information before the missing information is escalated to the Account Manager. Follow the steps below for each attempt!

Click the image to expand

Once all action is taken to request missing information, go to the Review & Complete Chevron and Pend the patient with the appropriate statuses! If missing information is received, complete the patient's profile!

No Response? No Go!

If we are still missing inforomation 48 hours after the 3rd attempt, we need to No Go the referral. No Go means the referral will not continue through the scheduling process. It is critical to make all attempts to contact the provider to receive the missing information before you No Go a referral.

Before completing the No Go process, complete the following steps:

• Review all images to ensure the information is still missing
• Notify the Account Manager of the patient's State via Teams
• Leave a detailed stage note of all attempts
• Call the patient to let them know of our attempts and that we will not be able to fill their prescription

After a referral is confirmed eligible to continue with No Go, Click on the Perform Task ellipses. Select No Go Referral.

The No Go Referral window will appear. Use the drop-down options to select the reason for the No Go and the Notes to give more detail. Click No Go when complete.

03

Welcome Calls

Calling a patient for the first time when we are missing information.

03

Welcome! Bienvenue!

Welcome Calls are designed for patients with missing information. We may be able to get the needed information from them! This initial call allows us to introduce our services, inform patients that we’re collaborating with their doctor, collect any information, and set expectations for the next steps in obtaining their medications. Since this is the patient’s first interaction with our pharmacy, making a great first impression is crucial for building a trusting relationship and encouraging them to choose us for their needs. Here are some key tips for creating a positive first impression:

• Use a friendly and positive tone - let your customer service voice shine!
• Be confident and reassuring!
• Collect as much information as possible - insurance, email, emergency contact, etc.!
• Take detailed notes - update the patient's profile as you go!

Scripting

Welcome Calls come with a script to follow! This script is designed to ensure all patient information is collected and that every patient has a consistent first experience with DirectRx. However, effective delivery is key! To deliver the script well, be conversational, show enthusiasm when speaking with the patient, remain authentic, and thoroughly know your material! Review and study the script to the right! The script can be broken down into the following sections:

Click the image to expand

• Opening: welcoming and explaining why we received their prescription(s)
• Medication: identifying the medication(s) we will dispense and confirming if they need a nebulizer
• Insurance: collecting insurance/discussing costs

• Closing: setting up expectations for next steps

Activities

Show what you know!

Identify

Lists

In each image, click in the correct place based on the scenario. Be prepared, it is timed!

Choose the correct answers for each identified category.

Identify

Solution

Click on the correct steps that fall under each missing information step.

Step 4

Step 1

Note Final attempt

Note Final Attempt

Pend in Intake Prep

Fax Provider

Review All Images

Call the Provider

Call the Provider

Escalate to AM

Fax the Provider, if Needed

Pend in Intake Prep

Call Patient

Review All Images

Welcome Call to Patient

Escalate to AM

No Go Referral

No Go Referral

Identify

00:15

Click where you would on the Patient Panel to find the clinical notes for completing a patient profile.

Expand the Recent Images tab to find the Medical Profile image containing clinicial notes/demographic information for the patient. Use this information to complete the patient profile!

Identify

00:15

Click where to add the Form Template Chevron in the Intake Prep work stage.

Click on +Add New will allow you to add a new chevron! From there, you can click the Form Template hyperlink to add the Form Template Chevron.

Identify

00:15

Click where you would in the Form Template Chevron to send multiple templates or documents together in one request to the provider.

Bundle allows you to send mutliple templates or patient images together in one fax to the provider's fax number!

Assessment

In this section, you will test your acquired knowledge throughout the course. Our interactive quiz will provide a detailed assessment of your understanding of key topics. Get ready to challenge your skills and reinforce your learning as you move towards mastering the fundamental concepts.

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Course completed!

Image Intake

Intake Prep

Pre-QA

PCC

Home

Select the Work Stage Assign Status for the patients to work:

• New: it's the patient's first time in this stage
• Pending: patient has been set to Pend status
• Restart: the patient has been in this stage before and is back

Recent Images

Clicking the Recent Images icon will allow you to search through the patient's images to confirm/add information. Look for images labeled as Medical Profile. Click on the hyperlink to open the image in a pop-up window.

Select the Outcome Sub Status you are assigned to work. You can search for the status using the Search By field.

Select the Work Stage you are assigned to work. For this example, Intake Prep is selected, but filtering can happen in any stage!

Adding Allergies

For each allergy, Type, Allergy Name, Reaction, and Start Date are required fields.

• Type: Allergen, Drug Allergy, Non-Drug Allergy
• Allergy Name: type in the name and all results matching the criteria will appear
• Reaction: Common reactions are listed in the drop-down menu. If not indicated, select Other/Unspecified.
• List the reaction in the Notes OR indicate there is no reaction listed on the clinicals.

• Start Date: Date on clincials. If none, use today's date.

Recent Images

Clicking the Recent Images icon will allow you to search through the patient's images to confirm/add information. Look for images labeled as Medical Profile. Click on the hyperlink to open the image in a pop-up window.

The Referral Priority can help sort between standard and specialty patients.

Adding Conditions

A Medical Condition is a health issue that affects the body's normal functioning. These are also referred to as a diagnosis. For each condition, ICD Code, Acute/Chronic, and Start Date are required. To add a condition:

1. Type in the ICD Code and it will search all options matching the criteria.
2. If no start date is indicated, use today’s date.
3. Click Add.

First, you must select the Default filter group to be able to filter

Close

Pend in Intake Prep

Note Final Attempt

Call the Provider

Review All Images

Fax the Provider, if Needed

Call Patient

Review All Images

Welcome Call to Patient

No Go Referral

Escalate to AM

Bundle Faxes

Sending multiple templates/images!

If you need to send multiple templates or add an image that is on the patient's profile to a fax, you can do so by bundling the fax!

Select the Fax Reason for the Bundle Fax, then Add Form Template to add another form request or Add Images from the patient profile.

Select the Outcome Status you are assigned to work. You can search for the status using the Search By field.

Adding Other Medications

Specialty (Urgent) and Non-Specialty (Standard) Patients have different processes for adding medications due to the specific requirements for dispensing specialty medications:

For Specialty Patients: For each Medication, Drug Name and Start date are required.

1. Type in the medication name and it will search all options matching the criteria
2. Click Add.
3. Review the information and click Save if it is correct.

For Non-Specialty Patients: click the No Medications button on the Patient Panel.

Form Template Chevron

In the work stages of ScriptMed, you can Add New Chevrons to suit what is needed. When sending faxes, you need the Form Template Chevron to be added to the stage. This is not an automatic stage because it is not necessary for every patient.

Add New Chevron

To add the Form Template Chevron:

1. Click Add New in the chevron list
2. Click the Form Template hyperlink

It's that easy!