For pharmacies that accept prescriptions by phone, those calls add another important communication workflow to an already busy environment. When prescription calls come through the same general phone line as patient questions and routine inquiries, pharmacy staff may need to spend additional time answering, transferring and prioritizing calls.
A dedicated communication workflow can help simplify this process.
One way pharmacies can approach call-in prescriptions is by using OnPage Dedicated Lines to establish a separate phone number and configurable call workflow for prescription-related communication. From the initial provider call to automated routing, escalation and high-priority staff notification, pharmacies can create a structured process for managing incoming prescription calls.
Here is what that workflow could look like.
Step 1: A Provider Calls the Pharmacy’s Dedicated Prescription Line
The workflow begins when a healthcare provider needs to call in a prescription.
Instead of placing the call through the pharmacy’s main phone number, the provider can call a dedicated prescription line established specifically for this type of communication.
Separating prescription calls from the pharmacy’s general phone traffic creates a more defined communication pathway. Rather than prescription-related calls competing with questions about store hours, prescription status, refills or other routine inquiries, the pharmacy can configure a line around the needs of healthcare providers and pharmacy staff.
Step 2: The Call Enters the OnPage Dedicated Line Workflow
Once the provider calls the dedicated number, the communication enters the pharmacy’s preconfigured OnPage Dedicated Line workflow.
Dedicated Lines allow organizations to configure how incoming calls are received, processed and routed. Pharmacies can build a workflow based on their own communication requirements instead of relying on a one-size-fits-all call process.
This gives the pharmacy greater control over what happens from the moment a prescription-related call comes in.
Step 3: Callers Follow Customized Instructions
The pharmacy can configure greetings, prompts and interactive routing options that guide callers through the appropriate next steps.
For a prescription line, instructions could help healthcare providers understand what information they should provide or how to proceed when calling the pharmacy.
Depending on how the Dedicated Line is configured, callers can also have options for leaving information such as a callback number or voicemail. Dedicated Lines can support SMS communication as well, giving organizations additional ways to incorporate incoming communications into their workflows.
The goal is to establish a consistent process for handling prescription-related calls rather than requiring pharmacy staff to manually direct every incoming caller.
Step 4: Prescription Information Reaches the Pharmacy Team
Once the provider follows the configured call workflow, the incoming communication can be directed to the appropriate pharmacy staff.
This allows the pharmacy to establish a more organized path between the provider initiating the communication and the staff responsible for handling it.
For pharmacists working through multiple responsibilities at once, separating these communications from general phone traffic can make it easier to manage prescription-related information within an established workflow.
Step 5: The Pharmacist Reviews the Prescription
Once the prescription information reaches the pharmacy, the pharmacist can follow the organization’s normal procedures for reviewing, verifying and processing it.
OnPage’s role in this workflow is focused on communication and alerting. The platform helps facilitate how the incoming call or message reaches the appropriate pharmacy staff; the pharmacist continues to follow the pharmacy’s established clinical and operational procedures when reviewing and processing the prescription.
Step 6: Exceptions and Follow-Up Can Be Addressed
Not every prescription interaction ends with the initial call.
A pharmacist may determine that additional information or clarification is required before the prescription can move forward. Pharmacy staff can then follow their existing procedures for communicating with the prescribing provider and resolving the issue.
Creating a structured process for receiving the original communication gives the pharmacy a clearer starting point for managing these situations.
Automated Routing Helps Get Communications to the Right Staff
A Dedicated Line becomes particularly useful when an incoming communication needs to reach a specific person or the staff member currently responsible for coverage.
Incoming calls, SMS messages and voicemails can be processed through OnPage’s preconfigured rotation schedules, routing rules and escalation policies. Instead of relying solely on someone being available to answer a particular phone, the pharmacy can configure how communications should move through its team.
For example, routing can be aligned with on-call schedules or shifts so that communications are directed based on who is responsible for coverage at that time.
This can be especially valuable for pharmacies that need to account for changing shifts, after-hours coverage or multiple staff members sharing responsibility for incoming communications.
High-Priority Alerts Help Prevent Important Communications From Being Overlooked
What happens when no one answers the live call?
Instead of allowing the communication to stop there, OnPage can extend the workflow into mobile alerting.
When appropriate to the pharmacy’s configuration, voicemails, SMS messages or missed communications can be delivered and escalated as high-priority alerts through the OnPage mobile app.
OnPage’s high-priority alerts are persistent and can override a recipient’s silent or Do Not Disturb settings. This intrusive alerting capability is designed to help important communications stand out from ordinary smartphone notifications.
For a pharmacy, this creates another layer in the communication workflow. An unanswered call doesn’t necessarily have to depend on someone remembering to check a traditional voicemail inbox. The communication can be incorporated into an alerting and escalation process designed to get the attention of the appropriate staff member.
Call Activity Supports Post-Event Review
A structured call workflow also gives pharmacies a way to review how a communication was handled. Call activity and actions taken within OnPage can provide a record of how the call was routed, whether it was answered or escalated, and when a resulting alert was read.
Pharmacy teams can use that history to investigate missed communications, review coverage across shifts and identify where their routing or escalation process needs improvement.
What the Complete Pharmacy Workflow Could Look Like
When these capabilities are combined, pharmacies can create a structured communication path for call-in prescriptions:
The exact workflow can vary based on how each pharmacy operates. A small independent pharmacy may configure its communication process differently from a larger pharmacy organization with multiple locations, shifts or teams.
The important distinction is that the workflow can be configured around the pharmacy’s existing operations.
Beyond Call-In Prescriptions: Other Pharmacy Communication Workflows
Call-in prescriptions are one example of how pharmacies can use Dedicated Lines.
The same underlying approach can potentially be adapted to other communication needs. A pharmacy could establish dedicated workflows for healthcare provider communications, after-hours calls, different locations or departments, or other situations where incoming communications need to reach specific staff.
Interactive menus and routing rules can also help distinguish between different reasons for calling and direct communications accordingly.
Rather than treating every incoming phone call the same way, pharmacies can create communication paths based on the purpose and urgency of the interaction.
Learn more about OnPage Dedicated Lines and how they can support customizable call routing, escalation and critical communication workflows.
Frequently Asked Questions
What is a dedicated prescription line?
A dedicated prescription line provides healthcare providers with a designated phone number for prescription-related communications. With OnPage Dedicated Lines, pharmacies can configure how incoming calls, voicemails and SMS messages are processed and routed to the appropriate staff.
How can pharmacies use OnPage Dedicated Lines?
Pharmacies can use OnPage Dedicated Lines to create customized workflows for incoming communications, including call-in prescriptions. Calls and messages can be processed according to preconfigured schedules, routing rules and escalation policies, helping communications reach the appropriate pharmacy staff.
What happens if a pharmacy staff member does not answer a call?
If a live call goes unanswered, the workflow can allow the caller to leave a voicemail or other information. OnPage can then deliver and escalate the communication as a high-priority mobile alert to the appropriate staff based on the pharmacy’s configured workflow.
Can OnPage alerts bypass silent or Do Not Disturb settings?
Yes. OnPage high-priority alerts are designed to override silent and Do Not Disturb settings and continue alerting until acknowledged, helping urgent communications stand out from ordinary smartphone notifications.
Is OnPage HIPAA compliant?
Yes. OnPage is a HIPAA-compliant clinical communication platform designed for secure healthcare communication. This allows pharmacies and other healthcare organizations to incorporate communications that may contain protected health information (PHI) into secure workflows.
Can pharmacies customize how prescription calls are routed?
Yes. Pharmacies can configure OnPage Dedicated Lines around their operational needs, including rotation schedules, routing rules and escalation policies. This can help direct communications according to staff availability, shifts or on-call responsibilities.
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