The first step when a member contacts support with general prescription questions (cost, status, ineligibility for GLP-1 or other medications) is to quickly verify the member's identity and determine if the issue requires immediate escalation. This guide provides agents with talking points and resources for handling common prescribing inquiries efficiently, focusing on quick resolution and self-service options like calling the pharmacy for status updates.
| Category | Agent Talking Points |
|---|---|
| How to obtain prescription from Vida |
"I understand you're looking to get a prescription through Vida. To access prescribing services within our Medical Weight Loss (MWL) Program, you'll need to complete a few steps first:
|
| Change Pharmacy | "I can certainly help you submit a request to change your pharmacy, but for a fast fix, you can often call your current pharmacy to have them transfer the prescription to a different location in their network." |
| Prior Authorization | "I need to gather details about your insurance and the denial message you received so I can create the complete the request to handle the Prior Authorization process." |
| Final Escalation Step | "I'm sending this to our prescribing support group. You will hear back from them within 24-72 hours either via chat in the app or by email once the request has been updated." |
Table of Contents
Common Prescribing Support Requests
Escalation Communication Protocol
Vida Contact Info Quick Reference
Common Prescribing Support Requests (To Be Handled by Support)
Prescription Status Requests
| When the Member Asks... | Agent Action & Talking Points | Next Action (If Not Resolved) |
|---|---|---|
| "When will my prescription be ready?" |
Advise member to call their pharmacy first. Talking Point: "The fastest way to check the status is to call the pharmacy directly. Prescription fill times vary greatly based on medication availability, and their current workload." Action: Advise member to call. IF member returns with no clarity on rejection: Check Admin/chat history (AMS) for script info. |
IF T1 Agent and more than 36 hours has passed Escalate to Tier 2 to call pharmacy. If still unresolved after T2 call,Note request for a status update and send the member the “Prescription Status Request” macro then escalate to PSG Tier 1 (using prescribing escalation template macro). |
| "When was my prescription submitted?" |
Talking Point: "I can check when your doctor sent the script to the pharmacy. Typically, it takes about 36 business hours from your appointment for the script to be processed and sent." Action: Check Admin under programs > program instances > click AMS team code, check chat history for script information. IF script shows sent: Gather details (pharmacy, prescriber, medication). |
IF T1 Agent: Escalate to Tier 2 to call pharmacy. If 36+ hours expired and issue remains, escalate to PSG Tier 1 (using prescribing escalation template macro). Follow up with the member by sending "Support Ticket Escalated to Internal Prescribing Team" macro |
| Escalation Trigger (Status) |
Action: Confirm both: 1. It has been 36+ hours since the consult. 2. The pharmacy confirms they have not received the prescription. |
Escalate to PSG Tier 1 (using prescribing escalation template macro)
|
| "Medication was rejected because I 'need to enroll in Vida.'" |
If prescribed by a Vida Prescriber, Action: Gather necessary info (member name, DOB, prescriber NPI)VMP NPI List Context: This usually indicates a non-Vida prescriber issue, as Vida Prescribers are often "gold-carded." |
IF T1 Agent: Escalate to Tier 2 to call pharmacy. If unable to resolve after T2 call, escalate to PSG Tier 1 (using prescribing escalation template macro).
|
| Pharmacy calls requesting clarification on a script's instructions or noting confusion (especially concerning titrating/dosage instructions). |
Gather the required Information on the call: Confirm the member info: Full name & DOB. Confirm medication Name & current dosage instructions. Clarification Need: Ask the caller what specific part of the instructions is confusing (e.g., titration, quantity). Gather pharmacy contact info: Collect pharmacy name and a direct contact number. |
Escalate IMMEDIATELY to PSG Tier 1 (using prescribing escalation template macro). Do not attempt to interpret or clarify the script wording. PSG has exclusive access to the script's original submission in Dosespot (as submitted by the VMP) and is required to handle all legally sensitive script interpretation and clarification requests. |
Escalation Communication Protocol
Whenever escalating an issue to PSG Tier 1 (Prescribing Support Group), agents must let the member know the ticket has been escalated using the "Member Support::Support Ticket Escalated to Internal Vida Prescribing Team" macro and inform the member that PSG will reach out to them directly with any updates within 24-72 hours.
Prescription Costs
| When the Member Asks... | Agent Talking Points & Action |
|---|---|
| Cost/Financial Liability | Talking Point: "I understand cost is important. Your insurance coverage is best handled by your insurance provider, but I can suggest a few things to check." Action: Provide the following solutions, then send Prescription Cost Macro: |
| * Have member call their local pharmacy directly. | |
| * Refer member to their insurance company number on the back of their card. |
GLP-1 Ineligibility
If a member is asking why they are ineligible for GLP-1 prescriptions from Vida:
- If ineligibility is confirmed by their VMP, use macro: "Ineligible MWL/GLP-1 Prescribing members"
Voicemails from Pharmacists
Pharmacists are provided with the Prescriber VM phone number via Zendesk to initiate contact. Agents must follow the standard escalation process to ensure the message is properly routed to PSG Tier 1, so the appropriate prescriber is notified for resolution.
This process includes:
Looking up the member in B2B and Admin
Gathering the necessary details for the prescribing escalation template
Completing the template, including the pharmacy's request, name, and phone number in the context field
Vida Contact Info Quick Reference
| Contact Type | Details |
|---|---|
| General Support Email | support@vida.com |
| Prescriber Voicemail | 844-597-0930 (For pharmacies only) |
| Prescribing Fax | 877-684-4791 |
| Address | 20500 Belshaw Ave DPT# EXCA1377, Carson, CA, 90746-3506 |
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