Florida Pharmacy Technician Certification Practice Test

What should you do when you receive a Patient/Cardholder ID Mismatch message for a new customer?

1. Ask Mr. Loh if he has another Third Party Card

2. Verify the spelling of his name on the card

3. Verify the Cardholder ID number

4. If the information matches, contact the Third Party Plan to verify eligibility

The correct answer is: Ask Mr. Loh if he has another Third Party Card

When you receive a Patient/Cardholder ID Mismatch message for a new customer, the most appropriate course of action is to verify the patient’s identification, which can include asking if they have another Third Party Card. Situations like this often arise due to clerical errors, such as a misspelling of the name or an incorrect Cardholder ID number. If the customer has multiple insurance cards, it’s possible that another card may contain the correct information needed to process their claim. In addition to confirming the presence of a different card, other actions such as verifying the spelling of the name or the Cardholder ID number may be relevant steps, but they do not directly address the possibility that the patient may have more than one insurance option. Contacting the Third Party Plan to verify eligibility might also be a necessary step, but only after you’ve ensured that the card being used is indeed the correct one for the patient. Thus, checking for another insurance card first allows you to streamline the process and resolve the issue more efficiently.