2021 UHC Script for Star Medication Adherence Concierge Refill Calls

(Measures MAD, MAH, MAC)

Purpose/Overview: The purpose of this script is to help members improve adherence to their medication(s)
by ensuring they refill their medication(s) when due and without lapses in refill schedule. Through a
concierge service we will help members call the pharmacy to refill their prescription(s).
Inbound Call
(Member or authorized rep is calling back after seeing the number on caller ID or from a message that was
left previously with a live person)

For MEMBER:
Hello.  Thank you for your call.  So that I can better serve you, can I please verify your name and date of
birth?

FOR AUTH REP:

Hello.  Thank you for your call.  So that I can better serve you, can I please verify your name and date of
birth?

If you or person calling identifies that they are calling as an authorized representative: For protection of
personal information, may I please have the member’s name, date of birth and [phone number] [address]?

Confirm they are auth rep on file. If not, you will need member’s permission to speak with the caller- use
scripting in A2.

<Member/authorized rep Name>, thank you again for returning our call. 

Go to B1

(If <member/authorized rep> is concerned that you have not identified who is calling:  I am calling on behalf
of <your/their> Medicare Advantage plan with UnitedHealthcare or one of its affiliates.  I am not able to
identify <your/their> plan until I look up <your/the member’s> name and date of birth).

Call Termination
During the conversation should the member not wish to continue discussion, read the following in a pleasant
and respectful fashion.

<Member name/Auth Rep>, thank you for taking the time to speak with me today. I would like to clarify
that you do not wish to continue our conversation. Is this correct?

On behalf of <UnitedHealthcare/UnitedHealthcare Community Plan/ /Medica/PCP/ Erickson Advantage>

thank you for speaking with me today. Have a nice day.

End call.

A. Introduction
A1. Yes – Go to A2

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 No – Go to A3
Hello, may I please speak with <Mr. /Ms. / Mrs.> <first and last name>? Deceased – Go to
A4
Wrong Person – Go
to A5

A2. (Member/Auth Rep Available) Go to B1

FOR MEMBER:
Hello, my name is <name> and I am calling from
<UnitedHealthcare/UnitedHealthcare Community Plan/ Medica/PCP / Erickson
Advantage> with important refill information. For security purposes, can you please
state your first and last name? Can you please verify your date of birth?

[If member refuses full date of birth, accept year of birth]

[If available, but after authentication, the member chooses to have a family member
or friend speak on their behalf, read the following script:

Okay, I would be more than happy to speak with <third party name>. Please confirm,
do I have your permission to discuss your personal health information today with
<third party name>?

Yes – Okay great! You can give <third party name> the phone now. Hello, is this
<third party name>? (Third party confirms their name). (Go to Intro Continued)]

FOR AUTH REP:

Hello, my name is <name> and I am calling on behalf of UnitedHealthcare. I have you
listed as an authorized representative for one of our members. I would like to
discuss important refill information with you for this member as we have been
unable to reach them.

For security purposes, can you please state your first and last name?

Thank you. I have you listed as an authorized representative for <Member Name>.
Again, for security purposes, can you please state the member’s year of birth and
[phone number] [address]?

[If auth rep refuses full date of birth, accept year of birth]

A3. (Member/Auth Rep Not Available) End Call

FOR MEMBER:
My name is < name>. I am calling <Member Name> from
<UnitedHealthcare/UnitedHealthcare Community Plan/ Medica/PCP/ Erickson
Advantage>.

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 This is a courtesy call. We have important prescription refill information for
<him/her>. Would you please have <Member Name> call us back at their earliest
convenience? Our toll-free number is <855-799-1299> or TTY <711>, <8 a.m. to 8
p.m., local time, Monday through Friday>. Thank you.

FOR AUTH REP:

My name is < name>. I am calling <Authorized Rep Name> from
<UnitedHealthcare/UnitedHealthcare Community Plan/ Medica/PCP/ Erickson
Advantage>.

This is a courtesy call. We have important prescription refill information for

<him/her>. Would you please have <Authorized Rep Name> call us back at their
earliest convenience? Our toll-free number is <855-799-1299> or TTY <711>, <8 a.m.
to 8 p.m., local time, Monday through Friday >. Thank you.

A4. (Deceased)
End Call
I am very sorry to hear about your loss. It doesn’t appear to be in
<UnitedHealthcare/UnitedHealthcare Community Plan/ Medica/PCP/ Erickson
Advantage>’s records.

In order to stop getting calls or information from

<UnitedHealthcare/UnitedHealthcare Community Plan/ Media/PCP/ Erickson
Advantage>, you will need to contact <UnitedHealthcare/UnitedHealthcare
Community Plan/ Medica/PCP/ Erickson Advantage>’s Customer Service and notify
them of the following:

 Member Information
 Date of birth
 Relationship of the person notifying us of the member’s death

You also need to notify Social Security of the member’s death.

Once again, I am sorry for your loss and appreciate you taking the time to speak with
me.

A5. (Wrong Number or Unintended Recipient) End Call

I am sorry for the inconvenience. Thank you for letting me know. Goodbye.

B. Refill Offer
B1.
FOR MEMBER: <Member name>, as your Medicare Advantage plan, Yes refill offer – on
<UnitedHealthcare/UnitedHealthcare Community Plan/Medica/PCP/ Erickson 30 DS Go to B2; on
Advantage> wants to help you live a healthier life. I want to help make it easier for 90/100DS go to D1a
you to get the medications your doctor prescribed.
Already Filled – on
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[If member did not provide DOB initially]: Before I share any medication information 30 DS go to B3; on
with you, are you able to state your full date of birth? 90/100 DS go to B4

[If no]: End call No refill offer – Go

to B4
[If yes] “As you may be hearing in the news, people are being cautioned to stay home
to minimize their potential contact with coronavirus. We are trying to help our
members like you stay safe during the coronavirus and want to make sure you have
enough supply of the <diabetes, blood pressure, and/or cholesterol> medications
you need to manage your day to day health.”

That’s why We are contacting you today as our records show you have a refill due or
a refill coming due soon. We are suggesting members to consider getting their
medications in the mail from a home delivery pharmacy during this time.

Would you like my assistance with setting up home delivery?

If yes, refer to MAIL ORDER BENEFIT;
o if ORX warm transfer to ORx First Fill Team at 844-705-7499
o if ORX/WAL Okay, your plan offers two options for mail service
pharmacies- Alliance Rx or Optum Rx. Do you have a preference?
o If Yes, warm transfer to either ORx First Fill Team at 844-705-7499
or Alliance Rx at 800-489-2197
o When conducting a warm transfer to ORx First Fill Team:
o “Hello, this is <name> calling from UnitedHealthcare. I have
member <member name> on the line who is interested in home
delivery account set up. I don’t have the member ID but I do
have the date of birth.
o The member is also due for a refill, so if possible, could you
assist the member with obtaining a refill while the home
delivery account is set up and the first order is processed?
Thank you”
o For Alliance Rx:
o “Hello, this is <name> calling from UnitedHealthcare. I would
like to transfer a member for home delivery account set up.”
o If No preference, warm transfer to ORx Fill Team at 844-705-
7499
If no, proceed with Refill Offer below

REFILL OFFER:
As a courtesy service, we can help get your refill for
<Medication Name 1>
[<Medication Name 2>]
[<Medication Name 3>]

ordered right now by calling your pharmacy, <Pharmacy Name>, on <Street

Address>. To ensure you have enough supply of your medication, UnitedHealthcare

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may cover early refills on your maintenance medications. We can also ask your
pharmacy if they deliver to your home. How does that sound?

FOR AUTH REP: <Authorized rep name >, as the Medicare Advantage plan for
<member name>, <UnitedHealthcare/UnitedHealthcare Community Plan/
Medica/PCP/ Erickson Advantage> wants to help <you/the member> live a healthier
life. I want to help make it easier for <member name> to get the medications
<his/her> doctor prescribed.

[If auth rep did not provide DOB initially]: Before I share any medication information
with you, are you able to state the member’s full date of birth?

[If no]: End call

[If yes]: “As you may be hearing in the news, people are being cautioned to stay
home to minimize their potential contact with coronavirus. We are trying to help our
members stay safe during the coronavirus and want to make sure <member name>
has enough supply of the <diabetes, blood pressure, and/or cholesterol> medications
<he/she> needs to manage their day to day health.”

That’s why We are contacting you today as our records show <Member Name> has a
refill due or a refill coming due soon. We are suggesting members to consider getting
their medications in the mail from a home delivery pharmacy during this time.

Would you like my assistance with setting up home delivery?

If yes, refer to MAIL ORDER BENEFIT;
o if ORX warm transfer to ORx First Fill Team at 844-705-7499
o if ORX/WAL Okay, your plan offers two options for mail service
pharmacies- Alliance Rx or Optum Rx. Do you have a preference?
o If Yes, warm transfer to either ORx First Fill Team at 844-705-
7499 or Alliance Rx at 800-489-2197
o When conducting a warm transfer to ORx First Fill Team:
o “Hello, this is <name> calling from UnitedHealthcare. I have
<authorized representative name> on the line, who is an
authorized representative for <member name> and are
interested in home delivery account setup. I don’t have the
member ID, but I do have the member’s name and date of
birth.
o The member is also due for a refill, so if possible, could you
assist the authorized representative with obtaining a refill
while the home delivery account is set up and the first order is
processed? Thank you”
o For Alliance Rx:
o “Hello, this is <name> calling from UnitedHealthcare. I would
like to transfer an authorized representative for home delivery
account set up.”

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 o If No, warm transfer to ORx Fill Team at 844-705-7499
If no, proceed with Refill Offer below

REFILL OFFER:

As a courtesy service, we can help get the refill for

<Medication Name 1>

[<Medication Name 2>]
[<Medication Name 3>]

ordered right now by calling <his/her> pharmacy, <Pharmacy Name>, on <Street

Address>. To ensure <member name> has enough supply of <his/her> medication,
UnitedHealthcare may cover early refills on <his/her> maintenance medications. We
can also ask the pharmacy if they deliver to <his/her> home. How does that sound?

B2. (Yes, would like refill) If member on 30-

day supply – Go to
Great! Before we call the pharmacy, I’d like to let you know about one more C1
available service that may be helpful in managing prescriptions.

B3. (Already filled) If member on 30-

day supply – Go to
[Great!][Okay, I understand] Before I go, I’d like to let you know about one more C1
available service that may be helpful in managing prescriptions.
If on a 90/100 DS
and <CMR flag = Y >,
go to B5

If on a 90/100 DS
and <CMR flag = N>
and <TXT Offer = Y>,
go to B6

If none of the above

proceed to E1
(closing)

B4. (No/Refused)
FOR MEMBER: I understand that getting a refill is something you can manage on Yes – Go to B2
your own. As you may be hearing in the news, people are being cautioned urged to No – Go to B3
stay home to minimize their potential contact with coronavirus. We just want to
make sure you have your medications so that you don’t miss a dose.
Are you sure I can’t help you to refill them today? It will only take a few minutes to
connect you to your pharmacy.

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FOR AUTH REP: I understand that getting a refill is something <member name> can
manage on <his/her> own. As you may be hearing in the news, people are being
cautioned urged to stay home to minimize their potential contact with coronavirus.
We just want to make sure <he/she> has <his/her> medications so that <he/she>
doesn’t miss a dose.

Are you sure I can’t help you to refill them today? It will only take a few minutes to
connect you to the pharmacy.

B5. CMR Offer

I see that you are eligible for your annual medication review, available at no
additional cost.  This is an appointment with a pharmacist to review all your
medications in detail. It takes about 20 minutes.

Would you be willing to stay on the line, so I can transfer you to someone who can
schedule that appointment for you or see if a pharmacist is available to complete
your medication review now?

If yes, and < CMR flag = Y>:

o Warm transfer to 866-216-0198 (hearing impaired: TTY 711)
o “Hello, my name is <agent name>.  I am calling from UnitedHealthcare’s
Refill Reminder Program, and I am calling to transfer a member to
complete their CMR.
o [In case Pharmacist is not available to complete CMR]: “Can you please
schedule <Member name> for a medication review?   <Mr./Ms./Mrs.
Member name> at what number would you like the pharmacist to call
you to complete your annual medication review?” 
If yes, and < CMR flag = OMTM >:
- Transfer to the member’s pharmacy
o “Hello, my name is <agent name>.  I am calling from UnitedHealthcare’s
Refill Reminder Program and I am calling to transfer a member to
complete their Comprehensive Medication Review.

If no, proceed to E1 (closing)

B6. Text Offer

“<plan name> can now send text messages for medication refill reminders. These
messages would come from <insert plan name> and contain information you would
need to refill your medications and could replace these types of phone call reminders.
Would you be interested in this service?”

If yes:
o “Great. In order to be eligible to receive these text messages, we would
need update your mobile telephone number and preferences with <plan
name> customer service. Can we transfer you to that team now?”
o If Yes, warm transfer to Customer Service number
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 o If No, move to E1 (closing)
If no, move to E1 (closing)

FOR MEMBER:
Customer Service Answers: Hello, my name is <name> from
<UnitedHealthcare/UnitedHealthcare Community Plan/ Medica/PCP/ Erickson
Advantage> and I have our member, <Member Name>, on the line and they would
like to update their preferences to receive text message notifications for Pharmacy
Plan Information.

FOR AUTH REP:

Customer Service Answers: Hello, my name is <name> from
<UnitedHealthcare/UnitedHealthcare Community Plan/ Medica/PCP/ Erickson
Advantage> and I have the authorized rep for <Member Name> on the line and they
would like to update their preferences to receive text message notifications for
Pharmacy Plan Information.

FOR MEMBER: <Member Name>, once customer service has been able to update
your profile, you will need to respond Y or Yes to the opt in message to begin
receiving text notifications.

C. Call Body
C1. (If member (non-LIC 1 & 2) on 30-day supply) – These members will be identified Go to D1a
on the LICS field as 2, 2.5, or 3. Please note which number is listed and use the
appropriate language for each one.

For members with 2 listed in the LICs field:

FOR MEMBER: <Member Name >, I have one more question before we call the
pharmacy. I see that you currently fill 30-day supplies of your medication(s), so you
probably have to go to the pharmacy at least once a month.

Your plan covers a <90/100>-day supply of your medication(s) at most network

pharmacies. With a <90/100>-day supply, you don’t have to go to the pharmacy as
often to refill your medication. In addition, with your plan, you may get a three-
month supply of your medications for the same cost you are paying for a two-month
supply before you hit the coverage gap. That would save you <33%> on your
prescriptions. Right now, we see you aren’t taking advantage of these savings. We
can help you get switched to a 3 month, also called a <90/100> day, supply by calling
your pharmacy with you right now. Many members like to take advantage of this
convenient benefit.

Would you be interested in switching to a <90/100>-day supply?

If Yes: Okay, we’ll ask the pharmacist if they can contact your doctor to switch
your prescription to <90/100>-days.

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 If No: Okay, that is fine. If you change your mind, you can talk to your pharmacist
or doctor about getting new prescription for <90/100>-days.

FOR AUTH REP: <Authorized Rep Name>, I just have one more question before we
call the pharmacy. I see that <member name> currently fills 30-day supplies of
<his/her> medication(s), so <he/she> probably has to go to the pharmacy at least
once a month.

The plan covers a <90/100>-day supply of <his/her> medication(s) at most network

pharmacies. With a <90/100>-day supply, <he/she> doesn’t have to go to the
pharmacy as often to refill medication. In addition, with <his/her> plan, <he/she>
may get a three month supply of <his/her> medications for the same cost <he/she> is
paying for a two month supply before <he/she> hits the coverage gap. That would
save <him/her>< 33%> on <his/her> prescriptions. Right now, we see <he/she> isn’t
taking advantage of these savings. We can help < him/her> get switched to a 3
month, also called a <90/100> day, supply by calling <his/her> pharmacy with you
right now. Many members like to take advantage of this convenient benefit.

Would <member name> be interested in switching to a <90/100>-day supply?

If Yes: Okay, we’ll ask the pharmacist if they can contact <his/her> doctor to
switch the prescription to <90/100>-days.

If No: Okay, that is fine. If you change your mind, you can talk to <his/her>
pharmacist or doctor about getting new prescription for <90/100>-days.

Note: The cost for a <90/100>-day supply will be 2 times the member’s 30-day supply
copay. If the member is in the coverage gap (donut hole), their cost may be higher.

For members with 2.5 listed in the LICs field:

FOR MEMBER: <Member Name >, I just have one more question before we call the
pharmacy. I see that you currently fill 30-day supplies of your medication(s), so you
probably have to go to the pharmacy at least once a month.

Your plan covers a <90/100>-day supply of your medication(s) at most network

pharmacies. With a <90/100>-day supply, you don’t have to go to the pharmacy as
often to refill your medication. In addition, with your plan, you may get a three-
month supply of your medications for the same cost you are paying for a two-and-a-
half-month supply before you hit the coverage gap. That would save you < 16%> on
your prescriptions. Right now, we see you aren’t taking advantage of these savings.
We can help you get switched to a 3 month, also called a <90/100> day, supply by
calling your pharmacy with you right now. Many members like to take advantage of
this convenient benefit.

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Would you be interested in switching to a <90/100>-day supply?

If Yes: Okay, we’ll ask the pharmacist if they can contact your doctor to switch your
prescription to <90/100>-days.

If No: Okay, that is fine. If you change your mind, you can talk to your pharmacist or
doctor about getting new prescription for <90/100>-days.

FOR AUTH REP: <Authorized Rep Name>, I just have one more question before we
call the pharmacy. I see that <member name> currently fills 30-day supplies of
<his/her> medication(s), so <he/she> probably has to go to the pharmacy at least
once a month.

The plan covers a <90/100>-day supply of <his/her> medication(s) at most network

pharmacies. With a <90/100>-day supply, <he/she> doesn’t have to go to the
pharmacy as often to refill medication. In addition, with <his/her> plan, <he/she>
may get a three month supply of <his/her> medications for the same cost <he/she> is
paying for a two and a half month supply before <he/she> hits the coverage gap.
That would save <him/her> about <16%> on <his/her> prescriptions. Right now, we
see <he/she> isn’t taking advantage of these savings. We can help < him/her> get
switched to a 3 month, also called a <90/100> day, supply by calling <his/her>
pharmacy with you right now. Many members like to take advantage of this
convenient benefit.

Would <member name> be interested in switching to a <90/100>-day supply?

If Yes: Okay, we’ll ask the pharmacist if they can contact <his/her> doctor to switch
the prescription to <90/100>-days.

If No: Okay, that is fine. If you change your mind, you can talk to <his/her>
pharmacist or doctor about getting new prescription for <90/100/-days.

Note: The cost for a <90/100>-day supply will be 2.5 times the member’s 30-day
supply copay. If the member is in the coverage gap (donut hole), their cost may be
higher.

For members with 3 listed in the LICs field:

FOR MEMBER: <Member Name >, I just have one more question before we call the
pharmacy. I see that you currently fill 30-day supplies of your medication(s), so you
probably have to go to the pharmacy at least once a month.

Your plan covers a <90/100>-day supply of your medication(s) at most network

pharmacies. With a <90/100>-day supply, you don’t have to go to the pharmacy as
often to refill your medication. Many members like to take advantage of this
convenient benefit.
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Would you be interested in switching to a <90/100>-day supply?

If Yes: Okay, we’ll ask the pharmacist if they can contact your doctor to switch
your prescription to <90/100>-days.

If No: Okay, that is fine. If you change your mind, you can talk to your pharmacist
or doctor about getting new prescription for <90/100>-days.

FOR AUTH REP: <Authorized Rep Name>, I just have one more question before we
call the pharmacy. I see that <member name> currently fills 30-day supplies of
<his/her> medication(s), so <he/she> probably has to go to the pharmacy at least
once a month.

The plan covers a <90/100>-day supply of <his/her> medication(s) at most network

pharmacies. With a <90/100>-day supply, <he/she> doesn’t have to go to the
pharmacy as often to refill medication. We can help < him/her> get switched to a 3
month, also called a <90/100> day, supply by calling <his/her> pharmacy with you
right now. Many members like to take advantage of this convenient benefit.

Would <member name> be interested in switching to a <90/100>-day supply?

If Yes: Okay, we’ll ask the pharmacist if they can contact <his/her> doctor to
switch the prescription to <90/100>-days.

If No: Okay, that is fine. If you change your mind, you can talk to <his/her>
pharmacist or doctor about getting new prescription for <90/100>-days.

Note: The cost for a <90/100>-day supply will be 3 times the member’s 30-day supply
copay. If the member is in the coverage gap (donut hole), their cost may be higher.

C3b. (If member is on 30-day supply and is a LIC 1 or 2) they will have a 1 in the LICS
field. If answered “yes” to
C1b or C2b – Go to
For members with 1 in the LICs field please use the below language D1b

FOR MEMBER: <Member Name >, I just have one more question today. I see that If answered “no” to
you currently fill 30-day supplies of your medication(s). C1b and C2b – Go to
E1
Using your plan benefit and the extra help you get from Medicare for your
prescription drug coverage, you can get a three-month supply of your medications
for the same cost you are paying for a one-month supply. That would save you 66%
on your prescriptions. Right now, we see you aren’t taking advantage of these
savings. We can help you get switched to a 3 month, also called a <90/100> day,
supply by calling your pharmacy with you right now.

Would you be interested in switching to a <90/100>-day supply?

11
 If Yes: Okay, we can call your pharmacist to ask if they can contact your doctor to
switch your prescription to <90/100>-days.

If No: Okay, that is fine. If you change your mind, you can talk to your pharmacist
or doctor about getting new prescription for <90/100>-days.

FOR AUTH REP: <Authorized Rep Name>, I just have one more question today. I see
that <member name> currently fills 30-day supplies of <his/her> medication(s).

Using the member’s plan benefit and the extra help they get from Medicare for their
prescription drug coverage, they can get a three-month supply of their medications
for the same cost they are paying for a one-month supply. That would save them
66% on their prescriptions. Right now, we see They aren’t taking advantage of these
savings. We can help to get their medications switched to a 3 month, also called a
<90/100> day, supply by calling the pharmacy with you right now.

Would <member name> be interested in switching to a <90/100>-day supply?

If Yes: Okay, we can call the pharmacist to ask if they can contact <his/her>
doctor to switch the prescription to <90/100>-days.

If No: Okay, that is fine. If you change your mind, you can talk to <his/her>
pharmacist or doctor about getting new prescription for< 90/100>-days.

D. Call Pharmacy
D1a. (Call Pharmacy)
Dial pharmacy number and choose option to speak with the pharmacy. Advise the If answered “yes” or
<member/auth rep> to stay on the line as this will be a 3-way call. “already filled” to
C1a – Go to D2a
Hello, my name is <name> from <UnitedHealthcare/UnitedHealthcare Community
Plan/ Medica/PCP/ Erickson Advantage> and I have our member <Member Name> If answered “no” to
on the line. <Member name> would like to refill <his/her> prescription for: C1a and “yes’’ to
C2a – Go to D3
<Medication Name 1>
[<Medication Name 2>]
[<Medication Name 3>]

[Does your pharmacy offer free home delivery at this time?]

If Yes, confirm that member would like to use this service and when the member
would expect medication delivery
If no, move forward

[Are there any other medications due for refill for this patient?]
If Yes, confirm that member would like to fill other medications
If no, move forward
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[When would be the earliest that <member name> can come in to pick that up?]

[Please remember that this claim should be run through <member name> plan’s
insurance.]

[Can you verify the refill for <medication name> went through successfully?

Have member answer pharmacy questions and help where possible. Provide
prescription number if needed.

If member needs a new prescription: Pharmacist should ask if patient would like the
pharmacy to call the doctor for a new prescription. If they don’t, ask the pharmacist
if they could help do this.

FOR AUTH REP:

Pharmacy Answers:

Hello, my name is <name> from <UnitedHealthcare/UnitedHealthcare Community

Plan/ Medica/PCP/ Erickson Advantage> and I have the authorized rep for <Member
Name> on the line. <Authorized Rep> would like to refill <Member Name>’s
prescription for:

<Medication Name 1>

[<Medication Name 2>]
[<Medication Name 3>]

[Does your pharmacy offer free home delivery at this time?]

If Yes, confirm that member would like to use this service and when the member
would expect medication delivery
If no, move forward

[Are there any other medications due for refill for this patient?]
If Yes, confirm that member would like to fill other medications
If no, move forward

[When would be the earliest that <member name> can come in to pick that up?]

[Please remember that this claim should be run through <member name> plan’s
insurance.]

[Can you verify the refill for <medication name> went through successfully?

Have authorized rep answer pharmacy questions and help where possible. Provide
prescription number if needed.

If member needs a new prescription: Pharmacist should ask if authorized rep would
13
like the pharmacy to call the doctor for a new prescription. If they don’t, ask the
pharmacist if they could help do this.

D1b. (Call Pharmacy)

Dial pharmacy number and choose option to speak with the pharmacy. Advise the If answered “yes” to
<member/auth rep> to stay on the line as this will be a 3-way call. C1b – Go to D2b

FOR MEMBER: If answered “no” to

Pharmacy Answers: Hello, my name is <name> from C1b and “yes” to
<UnitedHealthcare/UnitedHealthcare Community Plan/ Medica/PCP/ Erickson C2b – Go to D3
Advantage> and I have your patient, <Member Name>, on the line.

FOR AUTH REP:

Pharmacy Answers: Hello, my name is <name> from
<UnitedHealthcare/UnitedHealthcare Community Plan/ Medica/PCP/ Erickson
Advantage> and I have the authorized rep for <Member Name> on the line.

D3. (<90/100> Day Supply)

Go to E2
FOR MEMBER:
<Member Name/authorized rep> would [also] like to get set up with a <90/100>-day
supply of <Member’s name/their medication(s). Could the pharmacy get
<his/her/their> prescription switched to a <90/100> day supply?

FOR AUTH REP:

<Authorized Rep> would also like to get <Member Name> set up with a <90/100>-
day supply of their medication(s). Could the pharmacy get <his/her> prescription
switched to a <90/100> day supply?

Confirm whether the <90/100> day supply will start on this refill or next refill.

If member or auth rep has concern about the cost of <90/100>-day supply, ask the
pharmacist if they can estimate the copay amount.

E. Closing
E1. End Call
FOR MEMBER: Thank you for taking the time to speak with me today, <member
name>. This service is offered by <UnitedHealthcare/UnitedHealthcare Community
Plan/ Medica/PCP/Erickson Advantage>. If you have any questions later, please call
the customer service number on the back of your member ID card. Have a nice day.

FOR AUTH REP: Thank you for taking the time to speak with me today, <Authorized
Rep>. This service is offered by <UnitedHealthcare/UnitedHealthcare Community
Plan/ Medica/PCP/ Erickson Advantage>. If you have any questions later, please call
the customer service number on the back of <Member Name>’s member ID card.
Have a nice day.

14
E2. End Call
FOR MEMBER:
Complete Call with Pharmacy: Thank you for your help today. <Member Name>,
could you please stay on the line for a few more seconds?

<Member Name>, thank you for taking the time today to call your pharmacy and
manage your prescription(s). We appreciate your commitment to living a healthier
life. This has been a service on behalf of <UnitedHealthcare/UnitedHealthcare
Community Plan/ Medica/PCP/ Erickson Advantage>. If you have any questions later,
please call the customer service number on the back of your member ID card. Have a
nice day.

FOR AUTH REP:

Complete Call with Pharmacy: Thank you for your help today. <Authorized Rep>,
could you please stay on the line for a few more seconds?

<Authorized Rep>, thank you for taking the time today to call the pharmacy and
manage <Member Name>’s prescription(s). We appreciate your assistance. This has
been a service on behalf of <UnitedHealthcare/UnitedHealthcare Community Plan/
Medica/PCP/Erickson Advantage>. If you have any questions later, please call the
customer service number on the back of <Member Name>’s member ID card. Have a
nice day.

Y0066_SPRJ53401_C

15