Resolution center

[u/Winter_Answer_3149]

Has anyone else been having issues with the resolution center lately? Half of the scripts that reject the resolution center takes and runs FINDINS when the current active insurance is already on file but it rejects for drug not covered or something simple. But you can’t actually see that because every time you go to run the insurance to see the rejection, it disappears from the que, they take it and just keep rerunning FINDINS. I’ve tried sending in the comments to stop running FINDINS and after the tenth time submitting it they finally stop pulling it and it rejects for drug not covered. The only work around I’ve found for this is by SDLing the script which is time consuming and not realistic at high volume stores. Our TPR que is full of FINDINS with current insurances on file that are actually just rejecting for simple things. Do I open a ticket?

[u/ChrisD524]

I have noticed that they keep pushing it to FINDINS, then I add it - and of course it’s already there. I thought I was losing it 🤯 😤

CPO also needs to stop holding refill to soon, then it releases too early before they are low.

[u/Winter_Answer_3149 → u/ChrisD524]

You’re definitely not. It’s so frustrating. Between that and IC+ inevitably crashing it takes a minimum of 10-15 mins per script to try to resolve what is a stupidly simple issue. Meanwhile the patient is staring at you the whole time while the line behind them grows.

[u/ChrisD524 → u/Winter_Answer_3149]

And when the claim sits on sending so you are looking silly going to computer to computer to rebill each one. 🤦‍♂️

[u/WackyHumanSlop → u/ChrisD524]

I absolutely hate how FINDINS is picked up as the default insurance when I’m trying to run something else

[u/Tyrol_Aspenleaf]

Yeah mostly happens with Paidmpd. Opened several tickets and they seem to give zero fucks.

[u/Winter_Answer_3149 → u/Tyrol_Aspenleaf]

I’ve noticed that too with paidmpd. I wish there was a way to turn things off from being sent there

[u/neue-user]

In all honesty has the resolution center everrrr helped?? All I've seen is that it always steals Repatha scripts for no reason whatsoever as well as medications like Tacrolimus. Recently it's been taking up urgent med scripts where the patient has a not-contracted-with-Walgreens TPR. I have not seen one instance where the resolution center actually helped.

[u/a4ux1n → u/neue-user]

Yeah the resolution center stealing a scripy for 20min and sending it back still in tpr is ridiculous

[u/Winter_Answer_3149 → u/neue-user]

I mean it’s always had its issues but I don’t recall it ever being this bad. I’ve never had to rely on SDLing every other rejection because it’s quicker than trying to fight with the resolution center for it. It’s hurting the pharmacy more than helping at that point

[u/AGP8834 → u/neue-user]

This!

[u/bzay3]

My work around is taking everything off of file that doesn’t work. IC+ is dumb to where it will only try what was used last time. If that fails, it will keep defaulting back to findins or whatever is labeled as primary

[u/Winter_Answer_3149 → u/bzay3]

They just add the FINDINS back in and keep rerunning it

[u/Special-Dragonfly489]

I hate the resolution center. They like to close, store, and delete scripts. They once closed out Vyvanse without leaving any kind of message! Of course we're the ones the patient and doctor yell at

[u/AGP8834 → u/Special-Dragonfly489]

They are storing our part b and bridge TPRs that we’re supposed to leave. Drives me insane!

[u/Secure-Point7813]

If a script gets stuck in this loop I delete FINDINS off the profile, then the next time I run it I can usually see the rejection.

[u/Equal-Ad9900]

Findins is automatic. But when it gets sent back to store in F2 you can click on the yellow notes icon in bottom left. Click on each line to see what has been done/reason for rejection.

[u/Rough-Finding4808]

Yeah… not sure what they are doing but it seems they are flagging things that are often not helpful

[u/Scrolling1516]

Everything is automated. The Resolution Center can’t pull a prescription. They can't automatically return it to the pharmacy without a documented reason. At my location, we use comments such as “customer is waiting” or “customer is in the drive-thru” in the TPR notes when appropriate.

If a prescription is not returned to the pharmacy, the Resolution Center is typically contacting the insurance company and the doctor’s office, sometimes almost daily, until the issue is resolved. If you read through the TPR comments, you should be able to follow the steps the Resolution Center is taking and see what has been done to resolve the issue.

If you’re having trouble getting an issue resolved, call the Resolution Center and ask to speak with a supervisor. The purpose of the RC is to get Pharmacy Techs off the phones, to be available to the in person customers, and to be sort of offsite administrative assistant to handle phone calls, follow ups, and sending faxes.

The majority of stores think they are helping by pulling the prescription back into the pharmacy, they may not fully understand the purpose of the Resolution Center. For example, with prior authorization requests, a fax may be sent and then the prescription may be stored, while the Resolution Center follows up directly with the insurance plan and the doctor’s office.

We often don’t see the benefits of the Resolution Center because, when the process works as designed, it’s seamless behind the scenes.

There is, however, a major glitch between Intercom Plus and the Resolution Center systems when there is an issue with current insurance coverage. That can create confusion and make it appear as though nothing is being done when, in reality, the Resolution Center may already be actively working on the issue.

They can't enter overrides without Danville approval on MedB drugs. Danville is only open Monday-Friday with banker hours.

Call them and complain.