Medication refill reminder call script
Use this script when a patient's refill is due or overdue. It confirms identity before naming any medication, sends side effect and cost questions to your pharmacist or staff, and captures a clear yes or no on the refill. It fits pharmacies and practices running adherence outreach for diabetes, blood pressure and cholesterol medications.
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 refill is due, the prescription has refills left (or flag it for a renewal request), the patient isn't do-not-call, and the number came from the patient. 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, or they won't say: AI: No problem. Please call us at [Callback number] when it's convenient. End call.
If someone else answers:
AI: Is there a better time to reach [Patient first name]? Do not mention a prescription. AI: Thanks. Please ask them to call [Pharmacy name] at [Callback number].
Purpose
AI: Thanks, [Patient first name]. It's time to refill your [Medication name]. Would you like us to get it ready for you?
Branches
Yes:
AI: Great. I'll let the pharmacy team know. Will you pick it up, or would you like delivery? Only offer delivery if the pharmacy provides it. AI: Thanks. We'll [text / call] you when it's ready. Create a refill task with pickup or delivery preference.
If no refills remain: AI: You're out of refills, so we'll ask your doctor's office for a new prescription and let you know.
No, I have enough:
AI: Okay, thanks. About how many days of medicine do you have left? Log the answer for the pharmacist.
No, I stopped taking it:
AI: Thanks for telling me. I'll let the pharmacist know. Would you like them to call you? Create a pharmacist task. Do not ask why or advise.
Not now:
AI: No problem. When should we call back? Log the callback window.
Wrong number:
AI: Sorry to bother you. We won't call this number again. Flag and remove the number.
Voicemail: see Voicemail below.
Barrier questions
(one at a time, only if they hesitate or say no)
AI: Is getting to the pharmacy hard right now? If delivery exists, offer it. Otherwise log for staff.
AI: Do you have trouble remembering refills? We can line up all your refills on one pickup day. Would you like someone to call you about that? Create a med sync task.
AI: Are you having any problems with the medicine? If yes, transfer to the pharmacist. Do not discuss.
If cost comes up: AI: Our pharmacy team can look at options with you. Let me connect you. Transfer or task. Don't discuss prices on this call.
Escalation to a person
Side effects, dose questions, drug interactions, or "should I keep taking this?": AI: That's a question for the pharmacist. Let me connect you. Warm transfer or urgent pharmacist task.
Urgent symptoms (chest pain, trouble breathing, swelling of face or throat, signs of stroke): AI: Please hang up and call 911 now.
Possible overdose or poisoning: AI: Please call 911 now, or Poison Control at 1-800-222-1222.
Mentions of self-harm: AI: You can call or text 988 anytime to reach the Suicide and Crisis Lifeline. I'm connecting you to our staff now.
Opt-out handling
If the patient says stop, don't call, 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.
Never name the medication in a voicemail. If you rely on the (a)(9)(iv) exemption, add a toll-free opt-out number.
Close
AI: Thanks, [Patient first name]. This was an automated AI assistant for [Pharmacy name]. To talk to a person, call [Callback number]. Have a good day.
Compliance notes
- Prescription notifications can fit the free-to-patient exemption. at 47 CFR 64.1200(a)(9)(iv), but only with every condition met: about one minute or less, provider name and contact up front, an in-call opt-out, no billing content, and at most 1 call per day and 3 per week. Keep cost talk off these calls.
- Voicemail stays generic. HHS FAQ 198 lets pharmacies leave reminder messages but says to limit the information; name and number is enough.
- Verify before naming the drug. A medication name is PHI. Confirm date of birth first (45 CFR 164.514(h)).
- AI voices need consent. FCC 24-17 treats AI voices as artificial under the TCPA, so prior express consent applies to calls to cell phones.
- Disclose AI. Say it at the start and end of the call to meet California AB 3030, Utah SB 226 and Texas 552.051(f).
On the Team plan, Rivvi runs this script as AI refill calls from your fill list, sends side effect questions to your pharmacist by warm transfer, and logs every yes, no and opt-out. Get started for free.
These templates are a starting point, not legal advice. Review them with your compliance lead or counsel before use.