Refill Requests

Refill requests come into the practice in one of a several pathways.

• Refill Request from Medications list in Charm PHR
  • These show up in Messages > Shared Inbox > From Patients
• Charm message to “All Refills and Requests”
  • These show up in Messages > Shared Inbox > From Patients
• Direct charm message to you
  • These show up in My Messages > From Patients
• SMS to office number (dialpad)
• SMS to Charm reminder phone number
• Phone call

Evaluating Refill Request

1. Do they have a future appointment scheduled?
2. Is their pharmacy accurate?
3. Are they requesting refills on a medicine for which they have refills?
4. If their scheduled appointment is less than 30-days out, we need to know if their current medication is working as expected or if they anticipate a need for a change
5. Are there any alerts on their chart that need to be addressed?

Clarifying Refill Request

If there is a need to clarify a request from the patient, we can use aText to help more efficiently respond. The aText created for this is called . refReply (see below).

Any items that are not pertinent can be removed from the bulleted list.

Regarding your refill request:

• Please confirm which pharmacy you are using
• You have an appointment scheduled in less than 30 days, do you anticipate a need for any changes to this medication?
• You do not have a scheduled follow up. Please contact us to schedule a follow up visit so your provider can refill your requested medication(s).
• You still have refills, have you contacted the pharmacy?
• You have an outstanding balance on your account, please contact us at 918.268.9578 to settle your account so your provider can refill your requested medication(s).
• You have an alert related to…. please take this action so your provider can refill your requested medication(s).

Please allow up to 48 working hours for medication refills to be processed.Working hours are 8:00 AM – 5:00 PM, Monday – Friday, excluding holidays. Refills on scheduled medications will not be provided if a follow up appointment has not been scheduled.

Forwarding Refill Request to Provider

If all evaluation criteria are met and all clarifying questions have been resolved, you can then forward the original request to the prescribing provider. We have developed an aText for this purpose. The aText is called . ref2prov (see below)

Forwarded refill request below.

• Patient has a follow up scheduled
• Pharmacy: [default]
• Anticipated change to currently prescribed dose: No
• No outstanding alerts on chart

Refill FAQs

If the patient has not seen their new provider yet, (EPNP) will Dr. Herring be the one to route medication refill requests to?

Yes, for patients who have not seen their new provider yet (EPNP), Dr. Herring will be the one to manage their medication refills.

Do we charge Medicaid (SoonerSelect: Aetna BH, OK Complete Health, Humana) the refill fee?

No, those with a Medicaid-based primary insurance policy are not assessed  Rx refill fees.

General Requests

General requests can be answered if you are familiar with the topic or the response is based on internal knowledge.

Questions that require medical judgement will require provider input.

Request FAQs