A recent audit trend shows that some major PBMs are challenging the perceived legitimacy of patient signatures. In particular, Humana and OptumRx have been citing signature logs as discrepant when there is only a line, squiggle, printed first or last name, or initials in lieu of a “proper signature”. The auditor asserts that the pharmacy, not the patient, signed these prescriptions out, negating the proof that the patient confirmed receipt of the medication.
Humana uses the discrepancy code “ISL” and notes that the “signature log sent does not contain a signature.” OptumRx uses the discrepancy code “2B” and notes that “no signature…present on received receipt/log.” While some avenues exist for appeal, it’s predicated on the PBM and best to avoid this nuisance altogether.
PAAS National® also continues to see audit trouble when pharmacy staff sign “delivery/DEL/mail” when delivering or mailing out the prescription to a patient or “DT/drive thru” when the patient picks up their medication from the drive thru (or curbside). If a pin pad needs to be signed out in this fashion to complete an electronic transaction, it’s advisable to collect a manual signature from the patient for your records. Many POS systems allow you to scan these signatures back into the system for electronic recordkeeping.
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