1Access To-Do Report

Navigate to Subscriptions menu and click "To-Do Report" to see patients due for subscription onboarding

2Select Patient & Create Order

Click on the patient row to open the Create Order dialog. Patient information auto-populates.

3Configure Subscription Details

Set medication quantity (e.g., 3 pens), days supply (typically 84 days), and delivery schedule

4Validate Delivery Address

Check address validation status. If invalid, click validation warning and use Google Maps integration

5Create Subscription Order

Review all details and click "Create Subscription Order". Order saves with DRAFT status in billing queue

What happens after I create the subscription?

After creation, the order appears in the Billing Dashboard with DRAFT status. The billing team will process it through Croll, assign an RX number, and trigger the SMS notification to the patient.

What does "Bill" or "DL" mean in the To-Do Report?

"Bill" means the prescription needs to be billed through Croll. "DL" means already billed, so skip the billing step.

What happens if a patient has a copay?

Orders with copays are routed to the AR Dashboard until payment is resolved. The patient won't receive confirmation SMS until the copay is dealt with.

1Access Help Menu

Click on the help or support icon in the PHOX application header or navigation menu

2Navigate Through Options

Browse through the available help options including documentation, tutorials, and FAQs

3Access Documentation & Help Articles

Click on "Documentation & Help Articles" to view comprehensive guides and resources

4View FAQs

Navigate to the FAQs section to find answers to commonly asked questions

5Submit Feedback

Use the feedback form to provide suggestions, report issues, or request new features

6Include Details

Provide specific details about your feedback including steps to reproduce issues if applicable

7Attach Screenshots

If relevant, attach screenshots to help illustrate your feedback or issue

8Submit and Close

Click submit to send your feedback, then close the feedback window to return to your work

How often should I provide feedback?

Provide feedback whenever you encounter an issue, have a suggestion for improvement, or notice something that could work better. Regular feedback helps us continuously improve the PHOX system.

What types of feedback are most helpful?

The most helpful feedback includes:

• Specific descriptions of issues or bugs
• Steps to reproduce problems
• Suggestions for workflow improvements
• Feature requests based on daily tasks
• User interface enhancement ideas

How long does it take to get a response?

Our team reviews all feedback regularly. Critical issues are addressed immediately, while feature requests and enhancements are evaluated and prioritized based on user needs and system requirements. You can expect acknowledgment within 24-48 hours for urgent issues.

Can I track the status of my feedback?

Yes, when you submit feedback through the system, you'll receive a reference number. You can use this to follow up on the status of your submission or check for updates in the help section.

What if I need immediate assistance?

For urgent issues that prevent you from completing your work, use the "Report Critical Issue" option in the feedback form, or contact your supervisor or IT support directly. Critical issues are prioritized and addressed as quickly as possible.

1Access Todo Report

Navigate to the Todo Report in the system. This contains patients ready for subscription setup.

2Select Patient & Drug

Click on a patient from the Todo Report. Select the appropriate drug for the subscription and click "Continue".

3Validate Delivery Address

Check if the patient's address is validated. If not, click the edit address dialog and validate through the system. Click "Save Address" then "Accept & Save".

4Schedule Delivery Date

Select the delivery date (e.g., Monday, September 15). Click "Continue to Review".

5Create Subscription Order

Review all details and click "Create Subscription Order". The order is now created in DRAFT status.

6Access Billing Dashboard

Click on the order number to copy the RX number. Navigate to "Process Billing".

7Assign RX Number

Paste the RX number into "New RX Number (from Kroll)" field. Copy the medication details for reference.

8Configure SMS Template

Enter the phone number (must be whitelisted for testing). The system will prepare the SMS notification with prescription details and delivery date.

9Send SMS Notification

Click to send the SMS. Patient receives: "Hi [Name], Your prescription (RX#[NUMBER]) ready for [Date] delivery to [Address]. Reply YES to confirm or NO to change."

10Check Refill Management

Navigate to "Refill Management" to verify the SMS was sent. Click "View Details" then "Order Lifecycle".

11Review SMS Thread

Access RingCentral integration to view the SMS conversation and confirm message delivery.

12Process Patient Response

If patient responds YES: Navigate to HITL Review Queue. Click "Modify" to customize the response if needed (e.g., "It will be delivered on Monday, September 15"). Click "Send Modified Response".

13Instant Confirmation

Navigate to "Pending Confirmations", refresh, and use "TEST: Instant Confirm YES & Create Descartes Shipment" for immediate processing.

14Access Order Management

Go to "Order Management" > "All Orders" > "Verify Clinical".

15Perform Clinical Checks

Click "Verify" and review all clinical parameters. Check each verification box for drug interactions, dosage, and patient history.

16Sign Verification

Enter pharmacist signature in the designated field. Click "Sign & Save" then "Complete Verification".

17Navigate to Package Queue

Go to "All Orders" > "Package". Select the order for packaging.

18Complete Packaging

Enter packaging details including lot numbers and expiry dates. Add any special handling instructions. Click "Complete Packaging".

19Access Product Verification

Navigate to "Product Verification" and click "Verify this product".

20Confirm Product Details

Select "Confirmed" and "All Correct". Scan or enter the product barcode for tracking.

21Final Pharmacist Check

Enter pharmacist name who performed the final verification. Click "Complete Verification".

22Schedule Final Delivery

Navigate to "Schedule Delivery". Open the date picker and confirm the delivery date matches patient confirmation.

23Assign to Route

Click "Schedule Delivery" to assign the order to the appropriate delivery route based on the address zone.

24Complete Workflow

Return to "Pipeline View" to see the order has moved through all stages. The order is now ready for delivery on the scheduled date.

What happens if a patient doesn't respond to the SMS?

If no response is received within 24 hours, the order stays in "Pending Confirmation" status. The system can be configured to send reminder messages or escalate to phone call follow-up. Orders without confirmation cannot proceed to delivery scheduling.

Can I modify the delivery date after patient confirmation?

Yes, but it requires sending a new SMS notification to the patient and obtaining fresh confirmation. Navigate to the order details and use the "Reschedule Delivery" option, which will trigger a new confirmation cycle.

What if address validation fails?

Failed address validation prevents order creation. You must either:

• Manually correct the address using Google Maps integration
• Contact the patient to verify correct address details
• Use the address override with supervisor approval if validation system error is suspected

How do I handle orders with copayments?

Orders with copayments are automatically routed to the AR Dashboard after billing. They remain on hold until payment is processed. The patient confirmation SMS is only sent after copayment resolution. Payment can be collected via phone, online portal, or at delivery.

What's the difference between pipeline and table view?

Pipeline View: Shows orders organized by workflow stage (visual kanban board). Best for seeing workflow bottlenecks and order progression.

Table View: Traditional list format with sortable columns. Better for bulk operations, filtering, and detailed order searches.

Can multiple orders be processed simultaneously?

Yes, the system supports batch processing at certain stages:

• Billing: Up to 10 orders can be billed together
• SMS Notifications: Bulk send available for confirmed addresses
• Clinical Verification: Must be done individually for safety
• Delivery Scheduling: Batch scheduling by delivery zone supported

What triggers the Descartes integration?

Descartes integration activates when:

• Patient confirms delivery via SMS (YES response)
• Manual confirmation through "Instant Confirm" button
• Batch delivery scheduling for confirmed orders

How long is an RX number valid?

RX numbers from Kroll are valid for the prescription duration (typically 1 year or until refills exhausted). Each refill uses the same RX number. New prescriptions require new RX numbers. The system tracks remaining refills and alerts when renewal is needed.