A not-for-profit, integrated health system and a leader in medical research, teaching, and patient care, with more than 70 locations.
IKS Health implemented its prescription renewal management solution, using proprietary technology to centralize refill requests coming in from every direction, including patient portals, phone calls, faxes, and Surescripts. Working alongside the client’s clinical champions, the team finalized a comprehensive rules book to handle a steadily growing volume of requests.
From there, predefined and approved guidelines and protocols routed each request, based on its outcome, to the right place, whether that was a clinician, clinic staff, or the front desk. The result was a consistent, safer process that took manual guesswork out of the refill workflow.
The solution eased the load on clinic staff, made refills safer, and expanded to cover more of the health system over time. Coverage grew from adult primary care into pediatrics, allergy, neurology, rheumatology, gastroenterology, and dermatology, and by recommending lab tests or office visits for clinician review, the solution also opened up new ancillary revenue.