field/
28 pages · Updated August 5, 2026
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- General customer service support? Is there a live service to contact?
- In what timeframe will Phil contact the patient?
- What happens if a patient does not want to receive text and not share their number? What is the phone number on file is a landline and not a mobile number ?
- What means of communication does PhilRx use? Phone? Email? Text?
- Does the patient text program provide any additional services besides enrollment? IE - adherence, reminders, tips, etc.
- Does PhilRx accept any "transfers" of refills from other pharmacies?
- Does the provider enter the patient's email address onto the EHR? If not, where?
- Does PhilRx have a direct contact Line for EMR issues?
- If a patient needs to be contacted by text or call in a different language, how is this facilitated?
- If offices have issues with EMR, is there a service to contact for the help?
- What languages do we offer support?
- What is the refill process and procedure? Is PhilRx contacting patients when refills are sent or are they just automatically fulfilled with no notification?
- My HCP will not input insurance details when sending to a new HUB therefore in order to even start the process, will Phil not need to contact the patient for this info?
- What is the SOP for patients not opening or responding to the text messages? Will PhilRX call the patient?
- Which pharmacies does the actual Rx fill?
- How can PhilRx support additional language needs?
- How long does it take for the Rx get to the patient?
- What is the process for a staff member that speaks limited English?
- Once a Pharmacy receives the order, does the Pharmacy have a timeframe to get it out the door?
- Won’t the patients ignore these text messages as spam?
- Can the patient pick a pharmacy that is not part of the Phil network?
- What if the patient does not want text nor emails and only wants to communicate via Phone? How does the provider initiate this action?
- When will PhilRx contact the office about a patient who does respond to our messages?
- How does text enrollment work?
- For the text messages to start, does the provider input the patient cell number into EHR?
- What is the process for a patient that does not speak English?
- Does PhilRx fill non program scripts?
- When the script has no more refills, does PhilRx contact the office to get a new script?