MCCCD Program Description

Advocate-Driven Medication Procedures Lab

Course: CSR129

First Term: 2018 Fall

Laboratory 2 Credit(s) 4 Period(s) 4 Load
Subject Type: Occupational
Load Formula: T Lab Load

Description: Laboratory for advocate-driven medication customer service representatives. Computerized database usage emphasized. Patient eligibility, accounts, correspondence and claims included.

MCCCD Official Course Competencies
1. Use a computerized database to assist customers. (I-VI) 2. Use an automated phone system. (II) 3. Search patient accounts. (III) 4. Practice updating information and adding notes to a patient`s account. (III) 5. Process various types of customer correspondence. (IV) 6. Determine a patient`s eligibility. (V) 7. Enroll patients into an advocate-driven medication program. (V) 8. Process claims. (VI) 9. Demonstrate ability to handle rejected and reversed claims. (VI) 10. Demonstrate ability to assist customers. (I-VI)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.

MCCCD Official Course Outline
I. Computerized Database A. Overview B. Log In/Out C. Function Keys D. Menus E. Screens F. Tabs G. Searches II. Automated Phone System A. Overview B. Logging On/Off C. Answering Calls D. Outbound Calls III. Patient Accounts A. Overview B. Account Status 1. Patient Search 2. Enrollment 3. Timeline C. Adding Notes 1. Automatic Notes 2. Notes Entered Previously 3. Notes Field D. Updating Patient Information IV. Customer Correspondence A. Screens/Tabs B. Received Correspondence C. Input of New Correspondence D. Insurance Documentation E. Prescription F. Updating Patient Files G. Sending Out Correspondence V. Enrollment Procedures A. Overview B. New Patients C. Non-Medicare Eligible Patients 1. With Insurance 2. Without Insurance D. Medicare Eligible Patients E. Re-Enrollment of Current Patients 1. Annual Re-Enrollment 2. Advocate Fails to Re-Enroll Patient 3. Emergency Drug Authorizations VI. Claims A. Process B. Searches C. Screens 1. Patient 2. Drugs 3. Pharmacy 4. History D. Rejected Claims E. Claim Reversal

MCCCD Governing Board Approval Date: 10/28/2008

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.