Skip to main content

​
Overview

This workflow describes how the Concierge/Ops team processes medication refill requests, coordinating between:
  • AllCare.ai – patient profile and notes
  • PioneerRx – dispensing pharmacy system
  • ECW – clinical EMR and provider encounters
  • Freshdesk – ticketing and communication log
  • Facility staff – requestors and recipients
Use this when a facility, patient, or pharmacy requests a refill (not a new medication).

​
Quick Reference

SLA: Routine refills within 24 hours; urgent refills within 4 hours
Escalation: Provider no response after 48 hours → Clinical Supervisor
Systems: PioneerRx, ECW, AllCare.ai, Freshdesk

​
Workflow Diagram

​
Step-by-Step Procedure

​
1. Receive and Verify Refill Request

In Freshdesk:
  • Open the Freshdesk ticket or field the incoming call
  • Confirm patient name, DOB, and medication details
In PioneerRx:
  • Search for the patient by name and DOB
  • Verify last fill date for the requested medication
  • Confirm patient is eligible for refill (check refill window)
Offline/Phone:
  • If details are unclear, call the facility to confirm the exact medication and urgency

​
2. Check Refill Eligibility

In PioneerRx:
  • Check remaining refills on the prescription
  • Verify the refill window (typically 80-90% of days supply used)
Decision Point:
  • ✅ Refills available + within window → Proceed to Step 3 (Pharmacy Processing)
  • ❌ No refills OR outside window → Proceed to Step 4 (Provider Authorization)
  • ⏰ Too early for refill → Notify facility and set reminder for eligible date

​
3. Process Refill (Refills Available)

In Freshdesk:
  • Create a new ticket for the pharmacy intake team OR forward the existing ticket
  • Include: patient name, medication, quantity, facility contact
In AllCare.ai:
  • Add a brief note: “Refill request submitted to pharmacy [date/time]”
Coordinate Delivery:
  • Monitor pharmacy processing status
  • Confirm shipment ETA with dispatchers
  • Advise the facility of expected delivery date/time
Update Freshdesk:
  • Log: “Refill processed, delivery ETA: [date]”
  • Close ticket once delivery is confirmed

​
4. Request Provider Authorization (No Refills)

In ECW:
  • Create a Tele-Encounter for the treating provider
  • Encounter type: “Medication Refill Authorization”
  • Document:
    • Current medication details (name, dose, frequency)
    • Last fill date and refill history
    • Clinical context (if available)
    • Facility request details
Assign to Provider:
  • Assign the encounter to the patient’s treating provider
  • Set priority based on medication type:
    • URGENT: Seizure meds, anticoagulants, insulin, pain management
    • ROUTINE: Maintenance medications
Notify Facility:
  • Call or email: “Refill request submitted to provider for authorization. Expected response within [timeframe].”
Monitor Provider Response:
  • Check tele-encounters for provider action
  • 24 hours no response → Send reminder to provider
  • 48 hours no response → Escalate to Clinical Supervisor
  • Provider approves → Proceed to Step 3 (Pharmacy Processing)
  • Provider denies/modifies → Notify facility of decision and rationale

​
5. Document and Close

In Freshdesk:
  • Update ticket with final outcome:
    • “Refill processed, delivery ETA: [date]” OR
    • “Provider denied refill: [reason]” OR
    • “Too early for refill, reminder set for [date]”
  • Change ticket status to Resolved
In AllCare.ai:
  • Add final note summarizing the refill outcome

​
Systems Used

​
PioneerRx

  • Confirm patient identity and last fill date
  • Check refill count and refill window
  • Verify e-script arrival (if provider authorization required)

​
ECW

  • Create tele-encounter when provider authorization is needed
  • Document clinical context and provider decision
  • Attach any supporting documentation

​
AllCare.ai

  • Add concise notes summarizing the refill request and outcome
  • Link to ECW encounter if applicable

​
Freshdesk

  • Track the request from intake through delivery or denial
  • Log all facility communications and final resolution
  • Coordinate with pharmacy intake team

​
Troubleshooting

​
Issue: Patient not found in PioneerRx

Solution:
  • Verify patient spelling and DOB
  • Check if patient is enrolled in AllCare system
  • Contact pharmacy team to verify patient setup

​
Issue: E-script not received in PioneerRx after provider approval

Solution:
  • Wait 30 minutes after provider sends
  • Check ECW to confirm provider actually sent the e-script
  • If confirmed sent but not received, contact PioneerRx support
  • Follow up with provider if not sent

​
Issue: Facility requests urgent refill but outside refill window

Solution:
  • Create urgent tele-encounter for provider
  • Mark as URGENT in ECW and Freshdesk
  • Call provider directly if critical medication (seizure, cardiac, etc.)
  • Notify facility of escalation and expected timeline

​
Video Walkthrough

🔗 Medication Refill Request Training Video