Florida Pharmacy Technician Certification Practice Test

If a new prescription's insurance claim is rejected, what should you do?

1. Advise the patient to pay out-of-pocket

2. Re-submit the claim without changes

3. Investigate the reason for the rejection

4. Suggest the patient switch to a different medication

The correct answer is: Investigate the reason for the rejection

When a new prescription's insurance claim is rejected, it is essential to investigate the reason for the rejection. This step is critical as it helps identify the specifics behind the denial, such as issues with coverage, eligibility, or required prior authorizations. Understanding the reason allows you to effectively communicate with the patient and possibly rectify the situation by addressing the specific concern, whether it be obtaining the necessary approval or correcting billing information. Addressing the rejection proactively demonstrates a commitment to patient care and can facilitate smoother transactions in the future. Simply advising the patient to pay out-of-pocket doesn't always provide clarity on whether their insurance might cover the medication with further action, while re-submitting the claim without changes may not resolve the root issue. Suggesting a switch to a different medication is premature and could lead to unnecessary alterations in the patient's treatment plan without understanding the underlying problem with the original prescription.