Front desk
Prescription refill request automation, handled and routed.
Refill requests captured with medication and pharmacy, written to the chart and routed to the right provider.
Inbound call, refill request
Tom G., established patient
Call in progress
Hi, I'm almost out of my blood pressure pills and need a refill.
I can take that request. What is your date of birth?
July 12th, 1959. It's lisinopril, the 10 milligram one.
Lisinopril 10 mg, once a day. Should it go to the Elm Street pharmacy we have on file?
Yes, that one.
Done. Dr. Reyes's team will review it, usually within two business days, and we will text you once it is sent.
The request is recorded. Approval stays with the prescriber.
Refill requests are high volume and low complexity, exactly the traffic that buries a front desk. 2care clears it quietly.
100%
of refill traffic off your booking line
0
voicemail backlog at open
The hard line
It takes the request. It never grants one.
Prescription refill request automation is a phrase that could mean two very different products. This one moves paperwork. The decision to prescribe stays where it legally and clinically belongs.
Handled on the call
- Taking the medication, strength and quantity the patient is asking for
- Capturing the pharmacy, including which branch and how they want it sent
- Matching the request to the correct patient record and prescriber
- Telling the caller the normal turnaround your practice has published
- Routing the request to the right clinician the same hour
Never done by the agent
- Approving, issuing, changing or renewing any prescription
- Advising on dose, timing, interactions or whether to keep taking something
- Anything involving a controlled substance beyond taking a message
- Telling a patient a refill has been approved before a prescriber has decided
- Judging whether a request is urgent on clinical grounds
A request for a controlled medication is taken down and passed to your team without any indication of what will happen next.
Where refill requests wait
Refills sit in the right provider queue.
Each request becomes a task on the prescriber's list with the detail already filled in, so nobody has to call the patient back to ask what they meant.
Refill tasks, provider queues
| Patient | Status |
|---|---|
| Tom G. | Working |
| Nina V. | Working |
| Paul H. | Working |
| Joy M. | Working |
| Ed R. | Working |
Example queue. Approvals and denials are made by your clinicians.
From request to a patient who knows
One refill, traced end to end.
The request is not finished when the prescriber signs it. It is finished when the patient hears what happened and stops calling about it.
Tom G., lisinopril refill
Request taken
VoiceMon 7:52 pmMedication, dose and pharmacy confirmed on the call
Written to chart
EHRMon 7:53 pmRefill request entered against the med list
Provider task
EHRMon 7:53 pmPlaced in Dr. Reyes's refill queue with summary
Reviewed
StaffTue 10:20 amApproved and sent to the pharmacy by the prescriber
Patient told
SMSTue 10:21 amText confirming the refill was sent
Example timing. Review speed depends on your clinicians.
The route a request takes
From the call to a prescriber, without a message slip.
The delay in refills is rarely the prescribing decision. It is the transcription, the missing detail and the queue the request landed in by accident.
A refill request, start to finish
- Patient rings and asks for a repeat
- Medication, strength and quantity confirmed aloud
- Pharmacy and branch captured exactly
- Matched to the record and the prescribing clinician
- Placed in that clinician's queue with the call attached
The prescriber opens a request that is already complete, which is the entire saving. Nothing about the clinical decision has been touched.
What happens next
The part most practices leave unfinished.
A refill is not done when the prescriber signs it. It is done when the patient knows, and that last call is the one that keeps coming back to the front desk.
Complete, and in the right queue
The request arrives against the correct patient and the correct clinician, with the pharmacy already recorded. There is nothing left to chase before a decision can be made.
Attached to the record
The call sits with the request, so a prescriber who wants the caller's exact words has them.
Ordered by what is running out
Where a patient has said they have two days left, that is visible rather than buried in a note.
The difference
A refill line, before and after.
The comparison worth making is not against a receptionist taking the message. It is against the three calls that each incomplete message eventually generates.
Message taken by hand
Request captured in full
What the prescriber receives
A name, a drug and sometimes a pharmacy
Medication, strength, quantity, branch and the call itself
Wrong queue
Sits until somebody spots it and moves it
Routed to the prescribing clinician at the point of capture
Patient rings to check
Interrupts whoever answers, who then has to look
Answered from the record without touching your team
Out of hours requests
Voicemail, transcribed the following morning
Captured in full overnight and waiting when the clinic opens
Controlled medication
Handled inconsistently depending on who picks up
Taken as a message and passed on, with no exceptions
See it work
What a patient hears when they ring at 8:47 PM
An after-hours call answered on the first ring, then booked, confirmed and written back while the practice is closed.
Before it touches a refill
What prescribers ask about refill calls.
The administrative half. Taking the request accurately, matching it to the right patient and prescriber, routing it, and answering the status calls that follow. The prescribing decision is untouched.
Yes, against the patient record and in the queue of the clinician who prescribed the medication, with the call attached so the exact wording is available.
It can tell them what your record says, once your team has recorded an outcome. It never characterises a request as approved before a prescriber has made that decision.
It captures the request and records who called. Whether a third party can make a request at all is your rule, and the agent applies it rather than deciding case by case.
They are captured in full rather than left on voicemail, so the queue your prescribers open in the morning is already complete instead of being a list of messages to transcribe.
Built for regulated healthcare, in every market we operate in
HIPAA
United States
BAA available on request
GDPR
UK & Europe
DPA available, data hosted in the EU/UK
DPDP
India
Data residency in India
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