Higher Education Presentation

Welcome to RO Med OPs

Workflow

Actions taken by RCT Agents

Voicemail Tickets

Other non-clinical task

Manual ID Verification

Alerts (Phyz)

Handles insurance procedures and submissions for Ro patients in the Body Program. Phyz can take over the BV process if the team is unable to do it.

Whenever an action needs to be taken these task are created for the RCT team to execute. They can be automated or created by someone else.

Our RCT team handles the IT verification for the patient, either validating or if necessary reaching out to the patient if there are ay issues with either one.

We dont take calls from patients, however, they still can reach out and leave us a voicemail for us to reply to. The RCT team handles these and routes them to the appropiate team to resolve the inquiry.

Med OPs Workflow

Alerts(Phyz)

Rx Triage

Prior Authorization

Benefits Verification

handles sending rx to the pharmacy for the patient

phyz can take over the bv for the patient if our team wasnt able to

handles all PA submitions for the patient

Med OPs Workflow

Tipes of non-clinical

Lab cancelation: Can also be when patient wants a new one, so the previous one should be cancelled.

message non-clinical: created in response to something the patient said(check the task to make sure the patient doesn't need anything)

Updated Insurance Info: patient updated their insurance

order management: checking status of orders, assist patient with their orders

RoBodyprogram cancelation request: A task will be created and we have to cancel the subscription.

Pricing and shipping: questions about price of medication

Refund/ credit question: Regarding discounts or refunds, or credits for the program.

Did you know that allows

Messages RCT can respond

Messages RCT cant respond

• Addressing payment/billing services
• Handling pricing, credits, or promo questions

• Tracking order statuses

• Providing medical records/documentation

• Changing order frequency or refill dates

• Collecting info to transfer RX to local pharmacy

• Handling issues with completing an OV or submitting a renewal

• Scheduling appointments

• Reassigning patients

• Reporting quality issues(related to orders)

• Detailing ingredients of products(RX or OTC items)
• Handling any other questions comments or concerns that are of clinical nature

• Clinical counseling or support in adjusting treatment plans/RX changes

• Changing the status of active/approved TRs

• Confirming a patient's gender identity/assigned sex at birth

• Providing additional medical/clinical info per a provider's request

• Addressing patient questions or comments abt side effects

• Most importantly if you are unsure if u should respond, please reach out to your tl

Best practices

Things to consider

Things to avoid

• Speak naturally, so the patient can feel like they are speaking with a human.
• If there are multiple issues, respond to each question or concern in a new paragraph.
• If a patient is overly frustrated or our previous responses did not help de-escalate, please flag to your lead for a review and they will assist in crafting a response.
• Greet the patient always, unless, they have been greeted many times in that case, just asnwer the question.

• Sending the same response to the patient. It is important to read the full convo to avoid doing this.
• -Sending long emails, we should be concise.
• -Apologizing too much.
• Addresing all issues in the same parragrapg

Navigating Care app

edit/update the patient info and acces login as patient

Personal information tab

can see the plans written/created for each approved treatment request.

care.ro.co is where you can manually look for a patients account

Searching for patients

Plans Tab

see patient personal info and the condition plan they have, and their history

Overview tab

Add credit to the patient's account

Credit tab

You can see if the patient subscription is active, can also cancel the subscription

subscription tab

all order created for the patient regardless of status

Order history tab

Thanks for your attention