Step 1: The IVR Intercept
You cannot automate refills if the patient defaults to dialing your main line and waiting for a technician. The first step is intercepting the call.
"Thank you for calling Main Street Pharmacy. Did you know you can now text this number 24/7 to check if your prescription is ready or request a refill? To receive a text message to start a chat, press 1. Otherwise, please hold."
By offering an immediate out, you capture the 60% of patients who are only calling because they didn't know they had another option.
Step 2: Bag Stuffers & Signage
Physical marketing still works. When a patient picks up a script, they should see a physical reminder of the new workflow.
- The Bag Stuffer: A simple 1/4 page insert. "Next time, skip the line. Text 'Refill' to [Your Number]."
- The Drive-Thru Sign: High visibility. People waiting in cars are prime candidates for SMS adoption.
Step 3: Training the Staff on the Handoff
When RxHello handles a refill, it pushes the request directly to the PMS queue. Your technicians need to trust that the queue is accurate.
More importantly, they need to know what happens when the AI fails to process a refill (e.g., Too Soon, No Refills Remaining, Prior Auth Required).
Scenario: Out of Refills
RxHello informs the patient and asks if they would like the pharmacy to fax the doctor. If yes, it queues a PRR (Physician Refill Request) in the PMS.
Scenario: Clinical Question
Patient asks: "Can I take this with my new supplement?" RxHello halts the refill flow and alerts the pharmacist dashboard.