Walgreens Intercom Plus Information Practice Exam

These questions are part of the practice quiz. Start practicing

• How should you handle a billing question about a recent charge?
• For C III–IV prescriptions saved to a profile, what should you do with the sticker after scanning the leaflet and entering NDC?
• What should you do if you accidentally display PHI on a shared screen?
• Which action describes proper handling for a C III–IV prescription saved to a profile after scanning the leaflet and NDC?
• How should you respond to a caller who is upset about a wait time?
• What is the purpose of the patient profile in Intercom Plus?
• Which of the following best describes a compliant copay receipt to protect privacy?
• What is the difference between a refill and a renewal in prescription processing terms?
• What is the standard greeting when answering a patient call at the Walgreens pharmacy?
• What item should be deleted from the F1?
• What is an E-script and how is it used in Intercom Plus?
• What is the recommended first step when a patient asks about a medication?
• When a prescription status changes, what should you communicate to the patient?
• What is the correct process to print tax scripts for patients?
• During a prescription transfer, why is patient identity verification essential?
• What information is typically visible in a patient's Intercom Plus profile?
• What action should you take if a potential drug interaction is identified between a new prescription and the patient's current meds?
• How should you handle Intercom Plus system outages impacting patient data access?
• DUR Exceptions
• If you forget a patient's name but remember the drug, which method helps locate the correct patient record?
• What does PA stand for and when is it typically required?
• What benefit is provided with any prescription pickup at Walgreens?
• CMD, WCB, and RMD Exceptions
• Which of the following describes how a partial fill is performed?
• What number sequence is used to dial another Walgreens store to check medication availability?
• What should you do if a caller attempts to use an expired or invalid ID to access PHI?
• In privacy incident handling, which action demonstrates appropriate escalation?
• What does RTS mean?
• What is the proper action when you suspect caller fraud?
• If a patient has a penicillin allergy, which statement is most accurate regarding medication choices?
• In a Refill Too Soon scenario, which steps are described to update the prescription?
• When verifying medication stock for an external inquiry, what information is used to locate the item in the store?
• Which privacy standard governs how Walgreens handles protected health information (PHI) during calls?
• What should you do if a third-party payer rejects a claim due to an invalid group number?
• What is the correct sequence to finalize an Rx entry?
• What should you do if you notice a data input error in a patient's profile?
• Why document all patient communications in Intercom Plus?
• What considerations apply to using Intercom Plus on mobile devices?
• During an incident involving PHI, what is the appropriate action to take first?
• Regarding coupons, which statement is true?
• How should access roles be assigned in Intercom Plus?
• When insurance or COB does not cover a PFL, what manual steps might you take?
• What should be done to ensure privacy when discussing patient details with a coworker via Intercom Plus?
• What does data minimization mean in the context of Intercom Plus?
• If medications require a pharmacist to scan, what is the correct preparatory step?
• Which steps are required for a control prescription with a quantity written out to ensure compliance and safety during waiting?
• Which action starts the refill process in the system?
• How should you handle a patient request for a copy of their medication history?
• Regarding creating an out-of-stock (OOS) exception, which item describes the final customer-facing communication for stock?
• How long should PHI be retained according to Walgreens policy?
• How should patient consent be captured in Intercom Plus?
• How should you apply coupons to a prescription?
• What is the appropriate response when a caller asks for another individual's prescription information?
• What does Third Party Reject indicate?
• When is it permissible to discuss a patient's prescription with someone who is not listed as an authorized contact?
• Which steps describe placing a vaccine order in the system?
• Which statement best describes sharing PHI with authorized individuals?
• Which feature does Intercom Plus provide to support prescription processing from intake to dispensing?
• When is verbal consent sufficient to discuss details with a patient via Intercom Plus?
• Which statements are true about Schedule II controlled substance prescriptions?
• What are typical reasons a patient would call the pharmacy?
• Which of the following is not typically visible in a patient's Intercom Plus profile?
• What is the MSC exception used for?
• How should you handle a medication not covered by the patient's insurance formulary?
• Which method should you use to view a patient's insurance when they do not have their card?
• DRE stands for Data Review Error. What does this indicate?
• Which policies govern sharing a patient's protected health information (PHI) in Intercom Plus?
• For CMD, WCB, and RMD exceptions, what is the recommended patient communication?
• When a prescription is dropped off and the patient asks to save it to their profile, what is the initial action?
• Which statement describes the MULT exception?
• How do you verify insurance information during a call?
• What is the purpose of annual privacy and security training for Intercom Plus users?
• Which option describes the MULT exception?
• What is the first action if a prescribed drug does not appear in the system?
• Which action supports PHI protection when handling a medication history request?
• When a patient picks up, which card should you ask for to apply Walgreens loyalty discounts?
• Which action should be taken if identity verification cannot be completed for a PHI request?
• In a recall situation, which action is essential within the Intercom Plus workflow?
• What should you do if you are unsure what the patient needs?
• When a prior authorization (PA) is needed, which action in the system specifically moves the PA to the doctor for approval?
• In the exceptions glossary, which code indicates a refill is attempted too soon?
• Which statement accurately describes the Multiple (MULT) exception?
• Which of the following is a required component when reporting a privacy breach per policy?
• When a renewal requires prescriber approval, what is the correct action?
• What constitutes a security incident in Intercom Plus?
• Which sequence correctly describes changing the manufacturer on a prescription in the system?
• What is a required step when transferring a prescription to another pharmacy using Intercom Plus?
• What is the first step to arrange delivery of medication?
• Which action updates a prescription in the system using the F2 function?
• What is the purpose of audit logs in Intercom Plus?
• What should you do when a patient claims they dropped off a prescription but it does not appear in Intercom Plus?
• What does RMD stand for in the pharmacy workflow?
• When documenting a customer complaint, what practice helps protect PHI in Intercom Plus?
• When collecting a copay, which privacy steps must you observe?
• How should you respond if a caller asks for medical advice beyond your scope?
• Which action is NOT a document handling practice in Intercom Plus?
• What is an appropriate greeting when initiating a patient interaction via Intercom Plus?
• When a medication is Out of Stock (OOS), what is a recommended action?
• What is a patient access restriction, and how should you handle it?
• What is the role of encryption in protecting PHI in Intercom Plus?
• What action should you take when finished with a shared workstation?
• What resource is commonly used for Intercom Plus user training?
• How can you place someone on auto-refill or remove auto-refill?
• What is the minimum information required to verify a patient before sharing prescription details with a caregiver?
• What is the purpose of offering a callback in wait-time discussions?
• How should you handle returns or refund requests related to online orders communicated via Intercom Plus?
• What is the typical timeframe to report a privacy breach internally?
• Which of the following steps correctly describes scanning a paper prescription after placing the script upside down?
• What is the correct action if you suspect a caller is trying to commit fraud?
• What is the first action to take in the system when a patient is deceased?
• How can you ensure patient contact information is accurate in Intercom Plus?
• If a patient cannot obtain a prescription due to a TPR and it is not RTS, what should you do?
• When someone asks for a vaccination, which steps should you take?
• Which option copies the transfer details from a competitor?
• Which steps are included in adding insurance to a patient profile when pricing triggers a need for coverage?
• When a patient declines a prescription, which sequence describes the described steps to remove it from the system?
• What should you do if you receive a call from a patient with a suspected data breach?
• What information is typically collected during new patient onboarding in Intercom Plus?
• How do you handle a DEA recall alert within Intercom Plus?
• Which action should be avoided when de-escalating an angry caller?
• In the TPR workflow, which option allows viewing the exception details?
• Which sequence of actions is correct during a DEA recall?
• What is Walgreens recommended password practice?
• Which Intercom Plus feature allows pharmacists to view a patient's full medication history?
• For new prescriptions that patients do not want due to price, what should you do?
• How should allergy information be handled in Intercom Plus?
• How do you print more leaflets for prescriptions?
• When should you escalate to a pharmacist or supervisor?
• When correcting a data input error in a patient profile, which elements should be included in the audit trail?
• How do you document a dose change or plan communicated by the patient or prescriber?
• What is the role of secure messaging in Intercom Plus?
• Where is a prescription considered 'filled' in the handling workflow?
• What is the correct process to scan or attach documents in Intercom Plus?
• What is the proper way to document an allergy in Intercom Plus after verification?
• If a prescription status is 'entered' and the customer is waiting, what should staff do?
• If the price ends in .99 or there is no insurance listed at the top, what should you confirm with the patient?
• How should you handle a spill of medications or hazardous substances in the pharmacy area?
• How should you handle social media inquiries about prescription information?
• If you suspect a privacy breach, what is the proper course of action?
• What should you do if you leave your Intercom Plus workstation unattended?
• How should you respond if a caller requests a share of their PHI with a non-authorized person?
• If a formulary check shows non-coverage or non-preferred status, what should be identified?
• What is a common sign of prescription fraud you should flag in Intercom Plus?
• How should patient appointment reminders be managed in Intercom Plus?
• In the event of formulary issue, what is a reasonable next step for the pharmacy staff?
• Which status corresponds to a completed medication that has been placed in the blue tote for pickup?
• What is the correct process to handle a prescription refill request from a patient?
• What is the recommended method to de-escalate an angry caller?
• Which screen should be used to call prescribers for a WCB prescription?
• DUR is the Drug Utilization Review. What does it signify?
• What does PFL stand for and mean?
• Which action should you perform after opening the central profile to check if the prescription was filled?
• Which sequence is correct when processing a transfer from a competitor?
• What does CMD stand for in the context of prescription processing?
• What is a DAW code and when would you use it in Intercom Plus?
• Which statement best reflects the principle of least privilege in Intercom Plus?
• Which action helps ensure accuracy when transcribing a prescription request into Intercom Plus?
• What is the best practice for documenting a prescription transfer in Intercom Plus?
• Which action is part of handling counterfeit prescription risk in Intercom Plus?
• Which tote color is used for waiters and should be filled ASAP?
• What is the appropriate action if a caller cannot verify identity when requesting billing details?
• What do audit logs in Intercom Plus track to help detect privacy or security incidents?
• Which approach demonstrates proper identity verification during a sensitive call?
• Tax script reports can be generated for which individuals?
• When using Intercom Plus on mobile devices, which practice aligns with policy?
• Before sharing a patient’s medication history with another pharmacy, what must you verify?
• Which statement best describes the 'status tracking' aspect of Intercom Plus' prescription processing workflow?
• When verifying a caller's identity to access PHI, which information should you confirm according to policy?
• A patient reports a known allergy to penicillin. How should Intercom Plus assist in avoiding penicillin-containing medications?
• If you inadvertently display more PHI than necessary during a call, what should you do?
• Which action helps prevent mistaken patient records after mis-scan or misfile?
• Which statement best describes data minimization practices in Intercom Plus?
• How should you handle a transfer of prescription request to another pharmacy?
• What data should be included in an Intercom Plus activity report for audits?
• What describes a step therapy scenario?
• What feature in Intercom Plus is used to check the status of a prescription order?
• Which approach protects patient privacy when discussing a prescription refill delay?
• How should you communicate a prescription refill delay to the patient?
• When a pharmacist provides an emergency supply because the patient cannot wait, what must you do?
• What information should be communicated to patients during a product recall?
• What is the consequence of failing to protect PHI in Intercom Plus?
• For an audit-friendly record, which elements should be monitored?
• If a drug recall has been communicated and the patient has already received the medication, what should you do?
• What does enabling multi-factor authentication contribute to Intercom Plus security?
• To determine if a prescription is at another Walgreens store, what is the first step?
• What action should you take if a patient orders a medication that is out of stock?
• How should a nationwide pharmacy safety recall be handled when communicated through Intercom Plus?
• Denied status
• Which action is NOT a best practice for privacy when using a shared workstation?
• When a prescription status shows 'ready' for pickup, which action should you take?
• What is the initial action when entering a transfer prescription?
• What is the proper handling rule for PHI during a chat or call in Intercom Plus?
• To view exception details in the TPR workflow, which sequence is correct?
• If brand is covered but generic substitution is not, what should you do after typing the drug?
• How should you provide patient education or resources through Intercom Plus while maintaining privacy?
• What should you do if a patient is contacted about a drug recall?
• For refills that the patient does not want, what action should you take?
• How should you document a patient call in Intercom Plus if the issue is not resolved immediately?
• Which statement best describes labeling requirements in Intercom Plus within the dispensing workflow?
• What is the role of the privacy officer in Walgreens’ privacy program?
• Why are audit trails important in Intercom Plus?
• Which of the following is an appropriate way to handle a sensitive symptom discussion over the phone?
• What does a prescription status of 'reviewed' indicate in the workflow?
• When a medication is Out of Stock (OOS), which action is recommended?
• Which item is not included in the patient profile in Intercom Plus?
• How does Intercom Plus support compassionate patient communication during sensitive discussions?
• Which of the following best describes the required documentation when dispensing a schedule II medication?
• If you see 90D on F2 during processing, which action should you take?
• When a patient's prescription is rejected by the insurance, what should you do first?
• What is the recommended sequence when another store calls asking if we have a certain medication?
• Why is it important to keep Intercom Plus software and patient data up to date?
• Which approach best protects PHI when sharing prescription details with authorized personnel?
• How should a customer complaint be documented in Intercom Plus?
• How do you close a prescription when the patient no longer needs it?
• What is the primary purpose of Walgreens Intercom Plus in customer service?
• How should you process a refill request for a controlled substance?
• Which information must appear on a Schedule II prescription before scanning it into the system?
• What is the correct way to handle a HIPAA breach incident?
• Which action is appropriate when a medication is backordered and a patient is waiting for fulfillment?
• If PHI or privacy concerns arise during a patient interaction, what is the recommended action?
• How should personal data be stored after a call ends in Intercom Plus?
• Which training materials are recommended for Intercom Plus users?
• How should you handle a patient’s request for a medication history from a different pharmacy?
• What is the correct course of action if a transfer request lacks complete prescription details?
• In Intercom Plus, who is authorized to receive PHI during a prescription inquiry?
• Why is it important to confirm a patient's identity before providing medication information?
• What does the acronym WCB stand for in prescription workflow, and what does it imply?
• If a prescription is accidentally scanned twice, what should you do?
• In Intercom Plus, which action helps protect customer privacy when leaving a voicemail?
• What is the purpose of formulary checks in prescription processing?
• On the central profile screen, which information helps identify where a prescription was filled?
• When a prescription is on hold, what information should you communicate to the patient?
• When transferring a patient's prescription to another Walgreens, which steps are essential?
• What is required if you need to discuss a patient's information with someone not authorized by the patient via Intercom Plus?