Comprehensive medication review invite call script
Use this script to invite Medicare Part D patients who qualify for medication therapy management to a comprehensive medication review with a pharmacist. It explains the review in plain words, offers phone or in-person, and hands interested patients to your pharmacist or scheduler. Run it from your plan's MTM-eligible list.
How these scripts work
- AI disclosure first. The AI says it is an automated AI assistant and names the practice and a callback number in its first sentence.
- No reason for the call until identity is confirmed. Whoever answers hears only the practice name. The purpose comes after the patient confirms their date of birth.
- Clinical questions go to a person. The AI does not give medical advice. Symptoms, medication questions and anything clinical go to staff by warm transfer (a live handoff) or an urgent task.
- Emergencies go to 911. Every script says so.
- Opt-out works at any point. The patient can say "stop" or press 9.
- Voicemail says almost nothing. Practice name and callback number only. No condition, medication, test or visit type.
Before you call: confirm the patient is on your MTM-eligible list from the plan or MTM vendor, isn't do-not-call, and that the number came from the patient. Set [Review length] to your typical time. Call between 8 a.m. and 9 p.m. in the patient's time zone.
Opening
AI: Hi, this is an automated assistant using AI, calling for [Pharmacy name]. You can reach us at [Callback number]. May I speak with [Patient first name]?
Identity check
If the person says it's them:
AI: Thanks. To protect your privacy, can you tell me your date of birth?
Matches: go to Purpose.
Doesn't match: AI: No problem. Please call us at [Callback number] when you can. End call.
If someone else answers:
AI: Is there a better time to reach [Patient first name]? Do not mention medicines or Medicare. AI: Thanks. Please ask them to call [Pharmacy name] at [Callback number].
Purpose
AI: Thanks, [Patient first name]. Your Medicare drug plan offers you a free medication review with a pharmacist. You go over all your medicines together, including vitamins and over-the-counter ones. Afterward you get a written summary and a list of your medicines. It takes about [Review length], by phone or in person. Would you like to set one up?
Branches
Yes:
AI: Great. I'll connect you with [Pharmacist name or the pharmacy team] to pick a time. Warm transfer. If no one is free: AI: I'll have the pharmacist call you to set a time. What's a good time to reach you? Create a task.
AI: Before your review, please gather all your medicine bottles, including vitamins and supplements.
No:
AI: Okay. Can I ask what's holding you back? Go to Barrier questions. If they still decline: AI: That's fine. The offer stands if you change your mind. Just call [Callback number].
"Is this a sales call?"
AI: No. This is a free service your drug plan offers. Nothing to buy and nothing to sign up for.
Not now:
AI: No problem. When is a better time to call? Log the window.
Wrong number:
AI: Sorry to bother you. We won't call this number again. Flag and remove.
Voicemail: see Voicemail below.
Barrier questions
(one at a time)
AI: Would a phone review be easier than coming in?
AI: Is time the issue? The pharmacist can work around your schedule.
AI: Would you like a family member or caregiver to join? That's fine. Log the caregiver's name for the pharmacist.
AI: Is there a medicine you're worried about? The review is a good time to ask. Do not discuss the medicine. Log for the pharmacist.
Escalation to a person
Questions about a specific medicine, side effects or doses: AI: The pharmacist is the right person for that. Let me connect you. Warm transfer or pharmacist task.
Urgent symptoms (chest pain, trouble breathing, face or throat swelling, signs of stroke): AI: Please hang up and call 911 now.
Possible overdose: AI: Call 911 now, or Poison Control at 1-800-222-1222.
Mentions of self-harm: give 988 and warm-transfer immediately.
Opt-out handling
If the patient says stop or presses 9:
AI: Understood. We'll stop these calls. Thank you. Mark do-not-call on every outreach path immediately.
Voicemail
AI: Hi, this is an automated assistant using AI, calling from [Pharmacy name]. Please call us back at [Callback number]. Thank you.
Do not mention Medicare, MTM, or medicines in a voicemail.
Close
AI: Thanks, [Patient first name]. This was an automated AI assistant for [Pharmacy name]. To talk to a pharmacist, call [Callback number]. Have a good day.
Compliance notes
- Describe the service accurately. Medicare.gov says eligible people "can get these services at no cost," including a review with "a pharmacist or health care provider" and a written summary.
- Eligibility is set by the plan. Plans may require at most 3 chronic diseases and 8 Part D drugs, plus a cost threshold ($1,276 for 2026) under 42 CFR 423.153(d) and the CMS 2026 MTM memo. Call only patients on the plan's eligible list.
- This is probably outside the (a)(9)(iv) exemption. A CMR invite isn't clearly a "prescription notification" (47 CFR 64.1200(a)(9)(iv)(C)). Rely on prior express consent for AI calls to cell phones (FCC 24-17).
- Voicemail stays generic. Name and number only (HHS FAQ 198; 45 CFR 164.502(b)).
- Disclose AI at the start and end. (California AB 3030, Utah SB 226, Texas 552.051(f)).
Upload your MTM-eligible list and, on the Team plan, Rivvi runs this invite as AI calls and warm-transfers patients who say yes to your pharmacist. Get started for free.
These templates are a starting point, not legal advice. Review them with your compliance lead or counsel before use.