The refill line is full and the caller has two tablets left
GreetKeeper takes a refill request and passes it to your staff. Your staff approve and action every request, and clinical questions go to them.
Caller
“I need a refill on my blood pressure tablets, the ones I've been on since spring. I use the pharmacy on Main Street, the one next to the bank.”
What happened next
- Told the caller at the start she was speaking to an AI
- Took her name, date of birth and the medication as she described it
- Passed the request to your staff queue for approval
Refill requests jam the line every Monday morning
Monday at eight is the worst hour in a practice phone system. Refills, weekend problems and new bookings all arrive at once, and the refill callers are the easiest to keep waiting.
Most refill calls carry the same four facts. Who is calling, what they take, which pharmacy, and whether anything has changed. None of that needs a clinician to write down, but all of it needs a clinician to act on.
When the line jams, people leave voicemails that are missing a fact. The nurse calls back to ask which pharmacy, the patient is at work, and a two-minute task takes two days.
GreetKeeper takes the request in full and hands it straight to your staff. Your team keeps full control of every request.
How a refill request is taken
This is data collection and nothing else. Every path ends with a person.
Disclose that this is an AI
Stated at the start of the call, before anything is collected. Utah requires regulated occupations to disclose this verbally and prominently, and the announcement is built in.
Take the request as the caller states it
Name, date of birth, the medication as they describe it, and the pharmacy they use. The AI writes down exactly what it hears, in the caller's words.
Pass it to staff, always
The request lands in your team's queue as a transcript and summary. Your staff approve it and send it on, so every decision stays with a clinician.
Set the caller's expectation clearly
The caller is told a member of staff will handle the request and how long that usually takes. Nobody hangs up believing their prescription is already on its way.
The cost of clearing the refill line
The refill hour is short and heavy, which is a specific shape of call volume.
| Plan | Monthly | Calls included | After that |
|---|---|---|---|
| StarterFor a single location taking calls one line at a time. | $49 | 200 | $0.45 per call |
| ProfessionalBooking, routing and transfers included, not an add-on. | $149 | 750 | $0.35 per call |
| ScaleFor busy phones and longer opening hours. | $349 | 2,000 | $0.25 per call |
Starter is $49 a month for 200 calls at $0.45 over. Professional is $149 for 750 at $0.35. Scale is $349 for 2,000 at $0.25.
Refill calls are quick, so per-call pricing is worth checking against your own numbers. Divide the plan by your monthly refill volume and compare it to a per-minute service with a minimum charge.
Booking on every tier matters because refill callers often need a review appointment too. That can be offered in the same call rather than becoming another one next week.
Setting up refill requests
Every request is taken and passed to your staff, who approve and action it. GreetKeeper tells the caller when to expect a reply.
Keep the fields short: patient name, date of birth, the medication named and the pharmacy.
A caller in distress is told to hang up and call 911 or speak to a clinician.
Questions people ask
Who sends the refill to the pharmacy?
Your staff. GreetKeeper takes the request and passes it to them, and every clinical action stays with your team.
What if the patient says they have run out today?
It records that urgency in the request and flags it for staff. Clinical advice comes from your team, and the flag puts that patient first in the queue.
Can the patient book a review appointment on the same call?
Yes. Booking is on every plan, so a review can be offered straight away and written into your calendar.