Clinic Telephone Refill System
The Clinic Telephone Refill System offers a convenient automated way to request authorized prescription refills at any time. Have the patient date of birth and prescription number ready before calling.
Prepare the telephone refill information first
The automated system matches the request to the pharmacy record. Use the prescription number printed on the current label and enter identifying information carefully. If the prescription has expired or no refills remain, a renewal is needed instead of a routine refill.
Date of birth
Enter the patient date of birth in the format requested by the system.
Prescription number
Use the number on the active pharmacy label, not a medication name alone.
Pickup or delivery plan
Know how the completed refill should be received if the system presents that choice.
Complete an automated refill request in four steps
Call the listed refill number
Use the telephone number published by the pharmacy, not a number copied from an advertisement or unrelated listing.
Enter identifying information
Provide the date of birth and prescription number when prompted.
Listen for the status
The automated response may confirm the refill, identify a problem, or direct the caller to pharmacy staff.
Retain the confirmation
Record the confirmation and any pickup or processing information provided.
Know when the request needs pharmacy staff
A prescription may be too early to refill, expired, out of authorized refills, transferred, or otherwise unavailable through the automated system. Follow the pharmacy’s contact instructions rather than repeatedly submitting the same request.
A changed dose or medication requires the updated prescription record before a refill can be processed correctly.
Enter the date of birth and prescription number only through the pharmacy’s official telephone system.
Common reasons a telephone request may not complete
Can I request a renewal by telephone?
The automated system can request an authorized refill. A renewal requires prescriber authorization when the prescription is expired or has no refills left.
What if the prescription number is rejected?
Check the current label and call pharmacy staff through the listed contact channel if the number is still not accepted.
Can I use the system outside business hours?
The automated refill system is described as available 24 hours a day, although pharmacy processing follows the service schedule.
What should I record?
Keep the confirmation number and any pickup or delivery information provided by the system.
Not sure whether this is a refill or renewal?
Use the pharmacy FAQ to identify the correct request.