When a provider receives a refill request by fax, have them answer this by sending a New electronic Rx back to the pharmacy. Do not fax the refill request back to the pharmacy please.
Please note that all Faxed Refill Request and Missing/Mishandled Prescription cases must be submitted with an example demonstrating the specific issue presented in the case.
All examples should be no older than five (5) calendar days, and in the case of Faxed Refill Requests should also not be one of the following items listed below.
- Pharmacies requesting prior authorizations
- Pharmacies sending 90-day requests
- Mail Order Companies – may send because of “Medication Adherence” reasons (i.e. patient has not paid for medication so they cannot send)
- Requests for a “NEWRX” rather than a refill request
- 2nd requests sent from a pharmacy.
Things to check for with your providers registrations, per Surescripts, make sure that the address in NPPES is the same address that the provider is registered for renewals:
- CVS uses an external prescriber data provider, which does include looking at the NPPES NPI Registry. In order to ensure that the correct refill request is sent back to the correct provider, the logic can be very sensitive, and if the NPPES NPI Registry does not match the registered address for the provider in Surescripts Admin Console, a faxed refill may be expected
- Rite Aid pharmacies match providers address character by character. If the address they have on file does not match what the providers address is in the data base, faxed renewals can be sent to the provider. Example: providers address in NewCrop and registered with Surescripts is: "521 N. Azusa Ave." The reason they were faxing refill requests previously was because they were missing the "." after the "N" in their system and their system was unable to match the address.
As for the suite numbers, SureScripts has also told us that these need to be in the 2nd address line. Make sure the suite number is in the additional address line or 2nd address line in your system.
While messages will not fail if you send this address incorrectly, you may receive cases requesting that updates be made, and the prescriber may receive faxed refills.
****If a provider is registered with SureScripts to receive renewal requests electronically, and they have:
A: Provider has sent out at least 5 individual New electronic Rxs
B: it has been 2+ weeks since they have been registered and they are still receiving renewals by fax please do the following:
Email a copy of the faxed refill request, firstname.lastname@example.org , with ALL patient information blacked out, including Rx#. This information will be used to open a case with SureScripts. SureScripts will then reach out to the pharmacy to ensure the pharmacy has the correct information in their data base to send electronic renewals.
Please make sure that when you send over faxed renewal requests for research that they are in PDF form and are broken up by pharmacy and provider. IE: Dr Smith and Walgreens and Dr Smith and CVS etc.