Maricopa Community Colleges  CSR166   20012-20052 
Official Course Description: MCCCD Approval: 11/28/00
CSR166 20012-20052 L+L 2 Credit(s) 4 Period(s)
Mail-Order Prescriptions Lab
Laboratory for handling mail order prescriptions. Patient registration, customer inquiries, telephone techniques and account receivable procedures covered. Use of computer emphasized.(##)(##)Prerequisites: None. Prerequisites: None.
Go to Competencies    Go to Outline
 
MCCCD Official Course Competencies:
 
CSR166   20012-20052 Mail-Order Prescriptions Lab
1. Perform basic computer functions. (I)
2. Perform a patient search. (II)
3. Enter information into computer. (II)
4. Demonstrate ability to handle customer inquiries. (III)
5. Identify common issues. (IV)
6. Demonstrate ability to resolve issues. (IV)
7. Identify telephone skills. (V)
8. Practice telephone skills. (V)
9. Use the accounts receivable computer system to sign on, complete procedures and sign off. (VI)
Go to Description    Go to top of Competencies
 
MCCCD Official Course Outline:
 
CSR166   20012-20052 Mail-Order Prescriptions Lab
    I. Basic Computer Overview
        A. Logging On
        B. Using Mouse
        C. Using Keyboard
        D. Navigating
        E. Accessing Applications
        F. Logging Off
      II. Patient Registration
          A. Searching for Patients
          B. Registering a Head of Household
          C. Special Situations
          D. Adding Dependents to a Family Profile
          E. Entering Alternate Addresses
          F. Entering Patients and Mail-Order Specific Comments
            1. Patient Comments
            2. Head of Household is Deceased
            3. Patient is an Employee
            4. Patient Provides Information on Pet
        III. Customer Inquiries
            A. Order Inquiries
              1. Order and Script Status
              2. Shipped Orders
              3. Orders in Process
              4. Orders on Hold
              5. Orders Not Found
              6. Common Script Exceptions
              7. Description Details
              8. Refill History
              9. Claim Information
              10. Payment Information
            B. New Orders
              1. New Prescriptions
              2. Phone-In Refills
            C. Overview of Drug Information
            D. Price/Drug Inquiries
            E. Pricing
            F. Brand or Generic
            G. Pack Size, Form and Availability
            H. Special Requests
          IV. Creating and Resolving Issues
              A. Non-Receipt
              B. Damaged Medication
              C. Shortage
              D. Brand/Generic Issues
              E. Other
              F. Incidents
              G. Additional Circumstances
                1. Return Authorizations
                2. Pull and Copy Requests
                3. Emergency Supplies
                4. Special Requests
                5. Transfer Issues
              H. Documentation
              I. Issue Log Window
              J. Issue Queue Window
            V. Telephone Skills
                A. Customer Service Mottos
                B. Mental Picture
                C. Telephone Tips
                D. Forbidden Phrases
                E. Positive, Active Words
                F. Placing a Call on Hold
                G. Returning to Holding Customer
                H. Transferring a Call
                I. Outbound Service Call
                J. Dealing With an Anger Customer
                K. Responding to Complaints
              VI. Accounts Receivable (A/R)
                  A. Payment Processing
                    1. Batch Reconciliation
                    2. White Mail Payments
                    3. Account Adjustments
                    4. Credit Card Processing
                    5. Payroll
                    6. Reporting
                    7. Accounts Payable
                  B. Using A/R
                    1. Sign-On
                    2. Accessing Customer Information
                    3. Transaction Types
                    4. Researching Customer Account Inquiries
                    5. Insurance Profile Requests
                    6. Tax History Requests
                    7. Signing Off
                  C. Additional Information about A/R
                    1. Opening a Session
                    2. Sizing the Window
                    3. Changing Password
                    4. Changing Screen Colors
                    5. Changing Font Size
                    6. Frequently Used Keys
                  D. Potential Scenarios
              Go to Description    Go to top of Competencies    Go to top of Outline