Prescriptions & Refills

This page shows your patients' prescriptions in one place. Use it to check status, start refills, and set reminders.

This is support work, not medical work. You do not choose or change medications here. Your provider network (the medical team that employs the doctors) does that.

#What you can see

Open the page from the left menu. Click Prescriptions.

Each prescription shows the details support work needs:

• Medication, dosage, and units
• Status and dates
• Days of supply
• The patient and the product

Click a prescription to open its full details. Some pharmacy-only codes are hidden. That is normal.

#What you can do

• Check status when a patient asks where their order stands.
• Open a prescription to see the full picture.
• Start a refill when the prescription is eligible.
• Set a reminder, like a nudge before the supply runs out.
• Send clinical or pharmacy problems to your provider network.

#Set a refill reminder

#How a refill reaches the pharmacy

A refill is never charged on its own. Each refill is a new order. It moves in three steps:

1. Someone starts it. The patient can start it from their portal. Your team can start it from the prescription.
2. The patient pays. Nothing moves to the pharmacy until they pay. The refill waits in Orders as a payment prompt.
3. The provider reviews it where required. Only then does it go to the pharmacy.

#Good to know

• You can only start a refill when the prescription is eligible. If you do not see a refill option, it is not eligible yet.
• Reminders are set per prescription. Each patient gets a nudge that matches their own supply.
• A started refill shows up in Orders as a payment prompt. Watch there next.

#Words to know

Word	What it means
Provider network	The medical team that employs the doctors who review your patients. You partner with one; you do not hire the doctors yourself.
Payment prompt	A message asking the patient to pay before the order can move forward.

#Common questions

A patient says their medication has not arrived. What do I do?

Check the prescription status and the order first.

• Open the prescription and read its status.
• Open the matching order in Orders.
• If the order looks fine but the package is missing, contact your provider network. Do not guess at pharmacy details.

Can I change what was prescribed?

No. Medication decisions belong to the provider network.

• Your job is support: check status, start eligible refills, and set reminders.
• Keep the patient informed while they wait.

Why is a refill stuck?

Check the payment first.

• Open Orders and look for an unpaid payment prompt.
• A refill will not move to the pharmacy until the patient pays.
• If payment is done and it is still stuck, check for a provider review step.

#Related