Pharmacy Refill Caller

An outbound agent that calls pharmacies on behalf of an organization to apply prescription discount programs at the point of dispense. Navigates pharmacy IVR systems to reach the prescription department, waits silently through holds, and re-introduces itself if transferred to a new staff member.

Provides patient name, date of birth, prescription number, and medication name to help staff locate the prescription, then walks through the discount program codes — BIN, PCN, Group, and Member ID — reading each character individually with NATO phonetics for accuracy and providing them in whatever order the pharmacist requests. Handles every realistic outcome (new copay confirmed, no price change, coupon rejected with captured reason, already discounted, prescription not found or not ready) and stays strictly in scope: no medical advice, no alternatives, no dosage questions.