Med sync pre-call script
Use this script for the monthly call before a patient's sync date, ideally 7 to 10 days ahead. It confirms each medication on the sync list, catches new prescriptions and stopped drugs, and routes clinical questions to the pharmacist. The pharmacy then fills everything for one pickup or delivery day.
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: pull the patient's sync list and sync date. Call 7 to 10 days before the sync date, between 8 a.m. and 9 p.m. in the patient's time zone. Confirm the patient is enrolled in med sync and isn't do-not-call.
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 a caregiver answers: Only continue if the caregiver is listed on the patient's record as authorized. AI: Are you [Caregiver name]? Thanks. Can you confirm [Patient first name]'s date of birth? Otherwise: AI: Please ask [Patient first name] to call [Pharmacy name] at [Callback number].
Purpose
AI: Thanks, [Patient first name]. This is your monthly check-in before your pickup day on [Sync date]. I'll read your medicines. Just tell me if anything has changed.
Medication review
Repeat for each medication on the sync list:
AI: [Medication name]. Are you still taking it the same way?
Yes: mark confirmed.
No, or changed: AI: Thanks. I'll flag that for the pharmacist. Log the patient's words.
Then:
AI: Has any doctor started you on a new medicine since last month?
Yes: AI: Do you know the name, or who prescribed it? Log it. Create a pharmacist task to add it to sync.
AI: Have you been in the hospital or emergency room since last month?
Yes: Create a pharmacist task: "post-discharge med review needed."
Branches
All confirmed:
AI: Thanks. Everything will be ready on [Sync date]. Will you pick up, or do you want delivery? Log preference.
Changes or new medicines:
AI: Thanks. The pharmacist will review this. If anything affects your pickup day, we'll call you. Create a pharmacist task with the changes.
Wants to leave the sync program:
AI: Okay. I'll let the pharmacy team know. Create a task. Stop med sync calls.
Not now:
AI: No problem. When should we call back? We need to hear from you before [Sync date]. 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
(only if they mention trouble)
AI: Is the pickup day still working for you? If not, log a new preferred day for staff to adjust.
AI: Are you having any trouble taking any of these medicines? If yes, transfer to the pharmacist.
If cost comes up: AI: The pharmacy team can go over that with you. Let me connect you. Don't discuss prices.
Escalation to a person
Side effects, dose questions, missed doses, interactions: transfer to the pharmacist or create an urgent 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 to staff immediately.
Opt-out handling
If the patient says stop or presses 9:
AI: Understood. We'll stop these calls. If you'd still like your medicines synced, just call us at [Callback number]. 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] before [Sync date]. Thank you.
Never list medications 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]. See you on [Sync date].
Compliance notes
- Timing follows the standard model. NCPA's med sync manual describes calling 7 to 10 days before the sync date and short-filling once to align refills.
- Caregivers need authorization on file. Under minimum necessary (45 CFR 164.502(b)), only discuss medications with a caregiver your records list as involved in the patient's care.
- Prescription notifications can fit 47 CFR 64.1200(a)(9)(iv),. but a full medication review often runs past one minute. If it does, rely on the patient's prior express consent instead of the exemption.
- AI voices are artificial voices under the TCPA. (FCC 24-17). Consent and opt-out rules apply to every call.
- Disclose AI at the start and end. to meet California AB 3030, Utah SB 226 and Texas 552.051(f).
On the Team plan, Rivvi runs this pre-call for every patient on your sync list, logs each confirmed or changed medication, and creates pharmacist tasks for anything that needs review. Get started for free.
These templates are a starting point, not legal advice. Review them with your compliance lead or counsel before use.