Your physicians spend 3 hours a day on prescription refills
The refill agent processes routine refill requests from voicemail, fax, portal, and pharmacy — auto-approving 60-75% and routing the rest to providers with clinical context.
The refill burden
Sources: AMA, Retell AI case study, CDC medication adherence data
The problem
Refills are drowning your providers
High-volume practices handle over 1,000 refill requests per month. Most arrive after hours, creating overnight pile-ups that consume the first hours of every morning.
Up to 3 hours a day on refills
Physicians receive 10-25 refill requests daily, each taking 3-7 minutes. That’s nearly 175 minutes per day on a task that rarely requires clinical judgment.
Requests arrive everywhere
Refill requests come via voicemail, fax, patient portal, and pharmacy calls — each in a different format. Staff must interpret before they can even begin processing.
$100-290B in nonadherence costs
Medication nonadherence costs the U.S. healthcare system up to $290 billion annually. Slow refill processing is a leading cause — patients abandon refills they can’t get quickly.
Burnout from admin burden
Primary care providers cite increasing administrative duties as the #1 driver of burnout. Refill requests are the largest single category of inbox work.
How it works
Auto-approve the routine. Escalate the rest.
The refill agent applies your practice's clinical protocols to every request. 60-75% of refills are approved automatically. Providers only see what genuinely needs their attention.
Capture every refill request
The agent monitors all inbound channels — voicemail, fax, portal messages, and pharmacy calls — and normalizes each request into a structured format.
Check EHR and apply rules
Cross-references the patient record, last fill date, visit history, and practice-defined protocols. Routine refills that meet criteria are auto-approved.
Route exceptions to providers
Controlled substances, new-to-patient medications, and refills needing clinical review surface in the provider’s queue with full context — no digging required.
Coordinate with pharmacy
Approved refills are sent directly to the pharmacy. The agent tracks confirmation, handles pharmacy follow-ups, and notifies patients when ready.
Expected results
Give providers their time back
Automated refill processing cuts queue depth by 60-80%, freeing clinical staff for patient care and care coordination.
Sources: AMA prescription optimization study, Retell AI healthcare case study, Health Catalyst refill processing data
Medication adherence
Faster refills mean better outcomes
Half of all patients fail to adhere to their medications as prescribed. Medication nonadherence contributes to 125,000 deaths and 10% of hospitalizations annually. Streamlining refills is the simplest intervention.
The nonadherence crisis
Sources: CDC, JMCP, AMA medication adherence research
Stop letting refills consume your providers' day
Physicians can save 2 hours a day with automated refill management. Let your providers focus on patients, not inbox queues.