Mail Service Pharmacy CSCD 7 - Telephonic Operating Requirements

This standard sets forth requirements for the handling of in-bound calls.  Some are performance requirements, such as speed-of-answer averaging less than 30 seconds, and average abandonment rates being less than 5 percent.  Others are more general, such as the requirement that in-bound calls be handled in accord with specific criteria for handling calls.  URAC wants to see assurance that the organization's criteria are clear on handling emergency situations, and that the organization measure and evaluate its call center performance.  The organization must make its phone number(s) available to consumers and providers, effectively respond to questions and concerns, and provide clients with information about audit rights.

It is important at the outset to note that this standard will not apply to all mail service pharmacies -- only those that are required by contract to provide call centers.  In any event, though, the organization will need to be able to demonstrate a capacity to refer consumers, providers, and prescibers to the appropriate venue for problem resolution.

Interestingly, there are some pretty specific "requirements" that are found only in the interpretive materials, not in the standard itself.  For example,

• The average speed of answer is reported at least monthly and analyzed at least quarterly.
• Incoming call speed of answer and abandonment rate is measured post automated interactive voice response. For example, if there is a pre-recorded message or greeting for the caller, the 30-second measurement begins after the message/greeting has ended.  
• The pharmacy documents that it tracks and reports common industry measures for telephonic access, including call wait times, call blockage, time to speak to a clinical staff member, and call abandonment. URAC will validate the standard by looking for evidence that the pharmacy program’s quality management committee or its equivalent addresses telephone access. The organization must comply with applicable rules and regulations.  
• Call center operations should be measured quarterly.

No mandatory standards here, but everything is weighted "4", so it's a relatively important standard.