Setup Refill Rx & Change Rx Service Levels - register for ERX

This article provides a comprehensive guide to enabling RefillRx and ChangeRx services in ScriptSure, covering:

• How to activate and register for electronic refill/change request features
• A detailed walkthrough of the refill approval/denial workflow
• Explanations of refill denial codes
• How to navigate and utilize the Messages window for managing all incoming and historical prescription-related messages

✅ Refills Overview:

Pharmacies can send electronic refill requests to providers. These requests can be approved or denied within the ScriptSure application.

Refill requests will appear in:

• The Messages window
• The Home screen (Note: If you're accessing ScriptSure via an EMR or vendor platform, you may not see the Home screen—use the Messages window instead.)

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✅ Deny Refills:

You may deny a pharmacy refill request by selecting the DENY button next to the request. A list of standard denial reasons will appear for you to choose from.

⚠️ Permissions Alert: If you do not see the option to deny, your current Role may lack the necessary permissions. Please speak with your ScriptSure Administrator to adjust your access.

Refill Denial Reasons and Codes

(Note: Denial codes are sent to the pharmacy but not visible in ScriptSure)

Denial Description	Code
Patient unknown to the Provider	AA
Patient never under Provider care	AB
Patient no longer under Provider care	AC
Patient requested refill too soon	AD
Medication never prescribed for the patient	AE
Patient should contact Provider first	AF
Fill/Refill not appropriate	AG
Patient needs appointment	AM
Prescriber not associated with this practice/location	AN
Request already responded to by other means (e.g., phone/fax)	AP
Medication denied at patient request	BE
Patient had allergy to requested medication	CZ
Medication has been discontinued	DA

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✅ Steps to Update Service Level:

1. Log in to ScriptSure using your credentials.
2. In the top-right corner, click your name, then select “My Profile.”
3. Scroll down to the “Provider Service Level” section.
4. On the right side of the screen, either:
   • Click “Register for all Practices”,
     or
   • Click the “Register” button next to the specific practice you wish to update.
5. In the registration window, select:
   • ✅ REFILLRx
   • ✅ CHANGERx
     
6. Click “Register” to complete the setup.
   
   
   
   
   

📌 Notes:

• It can take up to 7 days for pharmacies to process your updated service level and begin sending Refill or Change requests.
• If you encounter an error during registration, please contact our Support team so we can assist with completing the registration on your behalf

 ✅Using the Messages Window

Messages Button

Takes you to the Messages window, where you can:

• Manage new prescriptions
• Handle refill and change requests
• Access ePA (electronic Prior Authorization) messages
• Review history of all messages

✅Select Timeframe

Two options to choose your view range:

• Manual selection: Use the date range dropdown
• Quick filters: Use arrow shortcuts (e.g., “30” = last 30 days)

✅View All

Displays all message categories for the selected timeframe.

✅Pending

Messages waiting for action:

• Refill Request: Approve/Decline
• Change Request: Approve/Decline
• New Prescription: Review, edit, approve, or delete
• Error: See prescriptions not accepted by pharmacy

✅History

• Approved: View approved refills
• Declined: View declined refills
• Cancel: See canceled prescriptions
• Error: Track prescription delivery failures