Call Centre

AlphaScript will maintain a fully functional and effective call centre that can handle both verbal as well as written queries from prescribers, AlphaScript Network Providers and patients;

Implement the complaints and appeal procedure as prescribed by a medical scheme for a beneficiary to lodge a complaint at the medical scheme or at the Council of Medical Schemes;

The AlphaScript Call Centre is responsible for the SMS notification of members in respect of:

  • Approval of new Chronic Authorizations
  • Delivery of the patient-ready-parcel at the patient’s AlphaScript Network provider of choice
  • Medicine requirements at the next repeat to prevent over-servicing and wastage associated with auto-claiming/li>
  • Expiry Dates on repeats:
    5 of 6
    6 of 6
  • Phoning patients 14 days after expiry of repeat 6 of 6 to ensure that a renewal prescription is obtained before repeat 7 of 6;

The AlphaScript Call Centre is also responsible for the sending of a Dispatch SMS to prompt the patient on the dispatch of his / her monthly chronic supplies 4 (four) days prior to the next repeat date of the 28 day chronic supply cycle.