On-the-Job Scripts: Processing an Insurance Rejection or Prior Authorization
The PTCE has no oral or hands-on component — there's no examiner evaluating what you say. These are realistic phrases pharmacy technicians actually use on the job for this task, so you walk into the role sounding like someone who's done it before.
Explaining a prior authorization delay to a patient
"Your insurance requires approval from your doctor's office before covering this — we've sent the request and it usually takes a few business days."
A patient is frustrated about a refill-too-soon rejection
"I understand the frustration — your plan shows this isn't due for a refill until [date]. Let me check with the pharmacist if there's another option."
The general rule
Confirm identity before releasing anything, route clinical questions to the pharmacist rather than answering them yourself, and give patients honest, specific updates rather than vague reassurance. These habits apply across almost every technician-patient interaction, not just this task.
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