Medical — Prescription Refill Request
Inbound prescription refill request. Captures medication, pharmacy, and provider info for processing.
When this runs
classifies this work type when the caller says things like:
How the call goes
4 surface rules tied to missing field definitions. Urgent first.
Verify patient identity with date of birth — HIPAA requires verification before discussing medications.
urgent“For verification, can I get your date of birth?”
Field: Date of birth (verification)
Ask how many days of medication they have left — completely out is a priority refill.
urgent“How many days of medication do you have left, or are you completely out?”
Field: Days of medication remaining
Ask if they've had any side effects or changes — the provider needs to know before authorizing the refill.
important“Have you had any new side effects, or has anything changed since your last visit?”
Field: Side effects or changes to report
Ask when they last saw the provider — many refills require a recent visit.
important“When was your last appointment with the prescribing doctor?”
Field: Date of last appointment
Extracted without a dedicated prompt
extracts these from the transcript in real time. If the caller does not mention them naturally, staff can confirm them during wrap-up.
Guardrail signals
If staff says anything matching one of these examples, an urgent warning surface is created.
Authorize or approve a refill — only the provider can do that.
Discuss medication details with anyone other than the verified patient or authorized representative.
Advise changing dosage or splitting pills.
Promise the refill will be ready by a specific time.
When the call ends
Before staff can end the call, walks them through a wrap-up checklist, then prepares the captured fields for the work record.
Wrap-up checklist
- Confirm callback number
- Confirm pharmacy
- Set processing time expectation
- Advise call back if not received
Then creates a case with:
- Patient name
- Date of birth (verification)
- Callback number
- Medication name
- Dosage
- Prescribing provider
- Pharmacy name and location
- Date of last appointment
- Refills remaining (if known)
- Days of medication remaining
- Side effects or changes to report
- Insurance change since last fill
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