Processing Prescriptions During a System Outage

System outages can prevent your pharmacy from electronically processing prescriptions. Examples of a system outage are an internet outage that can affect all prescriptions in your pharmacy, or scheduled maintenance by a third party that only affects prescriptions that need to be processed through that third party.

During these outages, the Multi-Fill feature can be used to queue these prescriptions while also allowing you to print a prescription label. This ensure you can continue preparing prescriptions and servicing your customers.

Tip: By using Multi-Fill, when the system outage is complete and you're electronically processing a prescription for a specific primary third party, any other prescriptions with the same primary third party that were queued with Multi-Fill are automatically selected. This saves your pharmacy time from having to individually selecting each prescription.

During a system outage, your pharmacy should:

  1. Queue prescriptions using Multi-Fill.
  2. Print the prescription label to continue preparing prescriptions.
  3. Submit the queued prescription once the outage is complete.

Part 1: Queue the prescriptions

Prescriptions can be queued from Rx Detail by using the Multi-Fill button.

To queue the prescriptions:

  1. Create a new prescription or refill a prescription as usual.
  2. In the Rx Detail window, select Multi-Fill.

    The prescription is placed in the Workbench > In Process tab with a M indicator in the Priority column. This claim has not been submitted for adjudication.

Part 2: Print the prescriptions label

Once queued, a prescription label can be printed so the prescription can be prepared for the patient.

To print the prescription label:

  1. From the Workbench > In Process tab, highlight the prescription queued with Multi-Fill. This prescription will have an M indicator in the Priority column.
  2. Select Rx > Print. A warning message indicates that the label set may not print the accurate patient pays amount.
  3. Select OK. A prescription label prints.

Note: The correct patient pays amount cannot be determined until the prescription is adjudicated. The Pays amount on the receipt indicates the full cash amount of the prescription; it is not necessarily the correct amount that the patient is required to pay.

Part 3: Submit the queued prescriptions

Once the outage is complete, the queued prescriptions can be electronically submitted.

To submit the queued prescriptions:

  1. From the Workbench > In Process tab, highlight the prescription queued with Multi-Fill. This prescription will have an M indicator in the Priority column.

    Note: Any other prescriptions with the same primary third party that were queued with Multi-Fill are automatically highlighted, saving you time from having to individually select each prescription.

  2. Select Submit. All highlighted prescriptions are submistted.
  3. Continue processing the prescriptions to completion.
  4. Repeat steps 1 - 3 for any additional third parties until all prescriptions queued with Multi-Fill are processed.