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Kareo Help Center

eRx Renewal Request: Unidentified Patient

Updated: 08/18/2021
Views: 140

Renewal requests that cannot be matched to a patient will need to be manually matched to an existing patient before the provider or proxy can proceed. If the renewal request was misrouted to the practice, deny the request.

Access Renewal Requests

  1. Hover over the Clinical icon and click eRx Requests. The Renewal Requests tab displays.
  2. Click View. The Renewal Received page opens.
Clinical_eRxRenewalRequest_AccessUnIdentified.png

Search for Patient

Review the renewal request and search for the patient to determine the appropriate action.

  1. Click Select Patient. The Advanced Search pop-up window opens.
  2. The fields are auto-populated with the patient information from the pharmacy. To return possible matches, search by the patient's full name only.
  3. Click Search.
Clinical_eRxRenewalRequest_SearchUnIdentified.png

Deny Unidentified Patient Renewal Request

If the search does not return a matching patient, deny the request due to an unknown patient.

  1. Click X to close the Advanced Search pop-up window.
  2. By default, "Deny" is selected as the Renewal Response with the denial reason of "Patient unknown". Click Submit to deny the request.
Clinical_eRxRenewalRequest_DenyUnIdentified.png

Assign Patient and Process Renewal

If the search returns a matching patient, verify it is the correct patient before assigning and processing the renewal request.

  1. Click on the patient information to select. The Advanced Search pop-up window closes and the Renewal Request updates with selected patient information.
  2. Review the renewal request to determine if the request should be approved, denied, or a change of medication is required.

Tip_Icon.png Tip: Advise the patient to contact the pharmacy and verify the information on file is accurate to avoid further patient care delays.

Clinical_eRxRenewalRequest_AssignUnIdentified.png

Approve Renewal Request

  1. Verify the total number of dispensing is accurate.
    Note: To submit the approved renewal request, the total number of dispensing must be 1 or greater.
  2. Click Submit when finished. The approved renewal request is sent to the pharmacy and the refill is documented in the patient's active medication list.
Clinical_eRxRenewalRequest_ApproveAssigned.png

Deny Renewal Request

  1. Click to select "Deny".
  2. Click the Select Reason for Denial drop-down and select the denial reason.
  3. Click Submit when finished. The denied renewal request is sent to the pharmacy.
Clinical_eRxRenewalRequest_DenyAssigned.png

Change Medication

  1. Click to select "Change". The Change Medication options display.
  2. Enter prescription details:
    1. Drug: Enter the name of the drug, DME, or supplies to return a list of matching results with the applicable dosage and dispense forms. Select the desired result from the list.
      Tip_Icon.png Tip: When the desired drug is not listed, enter additional drug information (e.g., generic drug name, entire drug name, "ER" for extended release drugs, dosage, or dispense form) to narrow the search.
      Note: Custom drugs are not available for ePrescribing.
      • To prescribe a drug favorite, click Favorites and select the drug and dispense form.
      • To create a new drug favorite, click to select "Add drug to favorites".
      • If the prescribed drug is currently on the patient's Active Medications List or a therapeutic equivalent, select a response to the warning to proceed.
    2. Dosage Calculator: Click to utilize a dosage calculator. When available, patient weight is pre-populated based on last vitals taken. If a liquid drug is selected, the liquid formulation is also pre-populated.
    3. Pt. Instructions: Enter prescription instructions for the patient or click Build Instructions to create prescription instructions for the patient by selecting from pre-set options for Dose, Unit, Route, Frequency, Directions, and Duration.
    4. Quantity: Click the drop-down and select from available quantity options for the drug.
      Note: The quantity description of the medication being prescribed displays on the right of the Quantity amount and the Total quantity updates based on the amount entered.
      • To indicate a partial dispensing, enter a decimal value leading with a zero (e.g., "0.5") as the Quantity.
    5. Refill: Click the drop-down and select the number of refills for the prescription.
      Note: To submit a change medication request, the refill amount must be 1 or greater.
      • To allow the use of a generic version of the drug, click to select "Allow Substitution".
    6. Days supply: Enter the prescription days supply.
      Note: For CQM reporting purposes only. The days supply will not be sent electronically to the pharmacy or populate on a printed prescription.
    7. Pharmacy Instructions: Enter applicable instructions for the pharmacy; these will not appear on the prescription label.
  3. Click the Change Medication Reason drop-down and select Switching to alternate drug for clinical or coverage benefits or Patient preferred drug selected.
  4. Click Submit when finished. The Change Renewal (Preview) pop-up window opens.
    • To generate a paper prescription, click Print. Then, click Print Now on the Change Renewal (Preview) pop-up window to proceed.
    • To return to the Renewal Response options, click Cancel.
  5. Verify the change medication and click Send Now to confirm. The new medication is documented in the patient's active medication list. If necessary, discontinue the patient's previous medication.
    • To return to the renewal request, click Edit.
Clinical_eRxRenewalRequest_ChangeAssigned.png
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