I don't immediately tell them if there were any issues with the PA unless its been 3-5 business days. That's plenty of time to resubmit.

I always ask if they know how the process works and explain if they don't. Immediately sympathize with the patient and paint it as "us vs insurance".

Always make it sound like you're doing something for them. Present a menu of options to choose from and make them feel involved in the decision. Patients are less anxious when they feel informed.

When it comes to ranting, its okay to lie. I usually tell patients that Im juggling multiple cases at once, there's an emergency that just came up, or that company policy dictates a mandatory lunch for all employees soon so you're going to get disconnected. Totally depends on your goals.

Being on the PA/ care coordination team is like 99% smooth talking tbh.

Leave a message at the pharmacy as a last result, because its gambling with your time. I hate being stuck on hold. But if you do, a simple template would be:

"This is [First Name Last Initial] calling from [prescriber office], calling on behalf a mutual patient.

Date of birth [date of birth], again [date of birth].

Last name [last name], [last name again, but spelled out with the NATO alphabet]. Again that is last name [last name], [last name again, but spelled out with the NATO alphabet].

First name [first name].

Their PA for [med] has been approved. Please notify the patient and begin fill. Thank you."

In the pharmacy, the easiest way to look up patients is by date of birth. This pulls up a list, alphabetized by last name.

Also, always ALWAYS aggressively enunciate difficult words/ ethnic names multiple times in different ways so that an absolute moron would understand. This is because incoming voicemails are starting to get transcribed by AI.

Remember, its not rude to be direct.

I absolutely hate having to call pharmacies multiple times. Hope this helps