# data[].attributes.headline
Medical History - survey being completed but info is not updated to patients profile. Causes user hold issues. 

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Medical History - survey being completed but info is not updated to patients profile. Causes user hold issues. 

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if possible we should create a dept or have dedicated reps that reach out to an mdo or pt, regarding delayed orders. 

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if possible we should create a dept or have dedicated reps that reach out to an mdo or pt, regarding delayed orders. 

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i feel it is best not to pre ship with mdo or pt. it can cause confusion. scheduling should not be done, until in pcc. 

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i feel it is best not to pre ship with mdo or pt. it can cause confusion. scheduling should not be done, until in pcc. 

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There is no ring when calling over to IV and there has to be multiple attempts to finally get an agent. 

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There is no ring when calling over to IV and there has to be multiple attempts to finally get an agent. 

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RPH's are asking agents to stay on the line while counseling patients. What is the correct procedure?

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RPH's are asking agents to stay on the line while counseling patients. What is the correct procedure?

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There is no QRG for the new referral survey

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There is no QRG for the new referral survey

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Is there a process for inactivating critical notes for all depts? 

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Is there a process for inactivating critical notes for all depts? 

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Agents are not aware that the referral survey is the process of creating a new referral. 

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Agents are not aware that the referral survey is the process of creating a new referral. 

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Not sure what departments are to read more details on the order contents. EX: remaining refills, exp date of rx 

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Not sure what departments are to read more details on the order contents. EX: remaining refills, exp date of rx 

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would ever be possible to have access to an IV MM chat for general guidance/process questions to be able to better explain situations to pt more thoroughly? every once in a while i find i could use that contact just for a minute or one question

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would ever be possible to have access to an IV MM chat for general guidance/process questions to be able to better explain situations to pt more thoroughly? every once in a while i find i could use that contact just for a minute or one question

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reps need to make sure to document notes properly in the referral. alot of reps are just notating in the the interaction survey, which can cause confusion.  some reps are not using the proper templates either.

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Patients are stating they are getting billing invoices weeks after medication is shipped or not even at all. 

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Patients are stating they are getting billing invoices weeks after medication is shipped or not even at all. 

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when doing online orders pt call in with a conformation number but order had not even started to process for delivery.

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when doing online orders pt call in with a conformation number but order had not even started to process for delivery.

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When patient is out of network and have to be transferred to another pharmacy. Patient should be called and made aware. Some patients call in for refills and aren't aware of change.

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When patient is out of network and have to be transferred to another pharmacy. Patient should be called and made aware. Some patients call in for refills and aren't aware of change.

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IV agents are not aware of Part B coverage. 

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IV agents are not aware of Part B coverage. 

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Call assistant does not provide correct information. EX: fert drug 

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Call assistant does not provide correct information. EX: fert drug 

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Counseling and concerns for patients most of the time requires an email being sent to pharmacist to call patient back due to long hold times. Going beyond one call resolution.

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Counseling and concerns for patients most of the time requires an email being sent to pharmacist to call patient back due to long hold times. Going beyond one call resolution.

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Long hold time for Logistics. Does not help with first call resolution. 

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Long hold time for Logistics. Does not help with first call resolution. 