Prescription Transfer
Inbound call to transfer a prescription from another pharmacy.
When this runs
classifies this work type when the caller says things like:
How the call goes
3 surface rules tied to missing field definitions. Urgent first.
Ask about any known drug allergies — required for patient safety.
urgent“Do you have any known drug allergies we should have on file?”
Field: Known drug allergies
Ask for the name and phone number of their current pharmacy so the transfer can be initiated.
important“What is the name and phone number of the pharmacy you're transferring from? We'll contact them to handle the transfer.”
Field: Current pharmacy name
Ask which medications they want transferred — all or specific ones.
important“Which medications would you like transferred — all of them, or just specific ones?”
Field: Medication names to transfer
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.
Never provide medical advice or recommend changing medications.
Do not guarantee transfer completion times.
Never confirm drug pricing without checking insurance formulary.
Do not advise stopping any medication.
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 medications list
- State next step
- Provide estimated ready time
Then creates a work order with:
- Patient name
- Callback number
- Date of birth
- Current pharmacy name
- Current pharmacy phone number
- Medication names to transfer
- Number of prescriptions to transfer
- Insurance / pharmacy benefits provider
- Insurance member ID
- Known drug allergies
- Preferred pickup time
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