Refill

Patients looking to refill a prescription is a common request in healthcare. Having the ability to automate this process in any bot will reduce friction by showing patients which medications are eligible for refill and allowing them to choose a pick-up or delivery option.

Refill Flow

When offering the ability to refill medication(s), it’s best practice to gain patient authentication or verify the patient details and confirm which prescription they’d like to refill. Some of these verification methods could include the following:

• Plan or Member ID
• First and Last name
• Date of birth
• Zip Code
• + more…

Once the patient's details have been collected or verified, you can ask which prescription they’d like to refill. You can do this by making an API call to retrieve one or more prescriptions and present them to the patient. The patient can then select and confirm which prescription they’re looking to refill.

In some cases, you may offer both pick-up and delivery services for medications. The bot can ask the patient how they prefer to receive their refill. If the patient chooses a home delivery option, the bot can confirm the patient’s shipping address and provide information for tracking and expected delivery date. If the patient opts to pick up their refill, the bot can confirm the pharmacy pick-up location.

If the patient has questions or concerns, especially regarding coverage for their medication, the bot can provide further information or connect the patient to a live agent.

Design

This is a typical design for a refill flow within a bot: