On shift
Prescriptions
Every script your network wrote: see what needs approval, finalize a client's prescription request, stop or send a queued Rx before it auto-sends, and fix a failed script.
Prescriptions lists every script (Rx) your network wrote: what needs approval, what is about to auto-send, and what failed. Left menu → Prescriptions. Provider, Provider Delegate and Provider Network Admin see the same table; most scripts are written in the Charting window.
Video scope: Use Fix & resubmit only when offered before pharmacy acceptance.
- If already sent or acceptance is unclear, ask the prescribing team and receiving pharmacy to confirm any needed cancellation before a replacement.
- Keep pharmacy-payment recovery on the existing prescription.
Questions people ask
Where can our admin see prescriptions queued by clients?
Here, under the N prescriptions require approval banner. Pending Approval rows are client requests; admins can finalize them too.
I fixed the patient's address. Do I need to resend?
Editing the record does not send it again. If the pharmacy has not accepted the prescription, use Fix & resubmit or Resubmit when offered. For Pharmacy payment failed, follow the payment-recovery steps below; keep the existing prescription.
The pharmacy is out of stock. Can we reroute the script?
Before it is sent, use Edit when offered to choose another pharmacy.
After sending, ask OnlyScripts or the receiving pharmacy what was accepted. Wait for confirmation of any needed cancellation before the prescribing team sends a replacement.
For a ScriptSure-signed prescription, contact the prescriber and pharmacy. Void in GEN does not recall the e-script.
The patient says it "just says processing".
Patients never see failures; every failed or held script reads Processing to them. Open the row here for the real status.
Where to find it
Left menu → Prescriptions.
Who can use it: Provider Network Admin, Provider, Provider Delegate. Page: /prescriptions.
What is on this page
| Control | What it does |
|---|---|
| Filter table (banner N prescriptions need attention) | Appears above the table when a prescription has a pharmacy clarification request, a failure, a letter of medical necessity waiting, or is still Processing with no shipment after 7 days. The banner reads Clarification, letters, failures, and prescriptions not shipped in 7 days. Click Filter table to show only those rows; the banner then reads Showing only prescriptions that need attention. Click Show all to go back. It sits below the N prescriptions require approval banner and counts separately. |
| Update tracking (Summary card in Prescription Details) and Update tracking / Update status / tracking (prescription block in Order Details) | Opens a dialog with Status, Tracking Number, Carrier and Tracking URL. Status starts on Keep current status; pick another to change it. When the connected pharmacy reports the status, the dialog reads The connected pharmacy reports this prescription's status. You can still add or update its tracking. and shows tracking only. Click Save changes; it stays greyed out until something changes. |
| Ask the patient (Missing patient details card) | Appears when the patient's record lacks details the pharmacy needs. Fill the fields and click Save, or click Ask the patient to send the request. A confirmation appears on the card: The patient has been notified. for a Provider; other roles see, for example, Asked. They get an email and a notification in their portal. The button then reads Ask again. |
| Prescribe via ScriptSure (beside the medication picker on each prescription line in the Create prescription window) | Opens that line's medication in ScriptSure, or the patient's chart when the medication isn't linked or none is picked yet. It doesn't depend on a medication being picked or on the client's pharmacy-sending setting. When ScriptSure reports the prescription sent or queued for approval, the ScriptSure window closes, a toast confirms it, and the line locks with the notice Sent through ScriptSure. or Sent to provider for approval in ScriptSure.; the button is gone. To leave without prescribing, click Close ScriptSure at the top right of the window (on a narrow screen it shows only the close icon). It stays greyed out until your ScriptSure prescriber mapping is verified; a note at the top of the window gives the reason. |
| Yellow notice above the ScriptSure window | Picking a compound from the formulary opens it in ScriptSure as a ScriptSure compound. A compound with no ScriptSure link opens the patient chart instead, with the notice This compound isn't linked to ScriptSure yet; select it in the patient chart. Pick the medication in the chart. |
| Submitted form (opened from a prescription) | If the patient's answers don't load, the form reads Couldn't load the form responses with This doesn't mean the patient left the form blank. If retrying doesn't help, contact support before reviewing. Click Try again. |
What you can do here
- See what needs approval
- Finalize a client's prescription request
- Change, send or stop a script before it auto-sends
- Fix a failed prescription
See what needs approval
Use this at the start of a shift, or when a client is waiting on you.
Filter the table
When anything is waiting, a banner reads N prescriptions require approval. Click Filter table. The left-menu count matches it.
Work each row
Pending Approval is a client's request (next section). Queued for review marked Awaiting provider approval was kept with Save for later: click Review to check it, then Approve & send.
Go back
Click Show all on the banner.
You'll know it worked when the banner count drops.
Who can do this: Provider, Provider Delegate and Provider Network Admin.
Finalize a client's prescription request
Use this when a client queued a prescription request and it is held for your network.
Find it
Status Pending Approval. A row showing Review visit or Open visit is tied to a visit: it opens the chart, where a Provider charts and prescribes.
Open it
Click Review in the status cell, or row menu ⋮ → Approve prescription. Review prescription draft shows the lines and the client's files.
Choose the prescriber
Admins and delegates pick the Prescribing provider; the list shows only providers eligible for this patient, including a licence in the patient's state. Providers finalize as themselves.
Check the lines, then decide
Check medication, pharmacy, directions (sig), quantity and days supply, then click Approve, or Reject with a reason. Row menu → Cancel prescription removes it. The client is notified.
You'll know it worked when the toast reads Prescription finalized and queued for the review window. If the client chose patient payment, it waits as Awaiting patient payment.
Who can do this: Provider, Provider Delegate and Provider Network Admin.
Provider Delegates: you can finalize a client's request without a Provider approving it first. Exceptions: a request tied to a visit needs a Provider to chart it, and if the sign-off order in Settings → Operations is Prescribe, then sign, a request with a visit is refused (Provider delegates cannot prescribe before the chart is signed.).
Change, send or stop a script before it auto-sends
Use this when a Queued for review script needs a correction, must go now, or must not go. It can send automatically after the review window, but a linked order hold or required approval can keep it queued.
The countdown does not confirm pharmacy submission. The review window is two hours unless an admin changes Review window in Settings → Operations.
Correct it
Click Edit when offered and check the lines.
In charting, click Save changes. If a review screen opens, check it and click Save changes again.
In the standalone editor, click Submit RX to open the review screen. Check it, then click Submit RX again to save.
Send or stop it
Send now skips the review wait; it does not bypass a linked order hold or other required approvals. For a row marked Awaiting provider approval, use Approve & send when offered.
Use Cancel when offered. It stops every medication in that queued submission. Cancel can become unavailable when the review window expires, even before the pharmacy receives the prescription.
Check the result: after you click Send now or Approve & send, check the refreshed row and submission details. A queued response does not confirm pharmacy submission.
After Cancel succeeds, the toast reads Prescription cancelled. It will not be sent to the pharmacy. Check the refreshed row.
Who can do this: Provider Network Admins and Provider Delegates within their network, and Providers for their own prescriptions or eligible approval requests. Use the actions offered for the row; these actions can become unavailable before the pharmacy receives the prescription.
Fix a failed prescription
Use this when the status is red: Failed, API Submission Failed, Pharmacy order failed, Payment Failed or Error.
Read why
Hover the red status. The card names the problem, How to fix and Who can fix it. A red status does not always mean the pharmacy has not received the prescription.
Resolve a pharmacy payment failure first
If the medication, quantity or directions are disputed, contact the prescribing Provider and pharmacy before retrying payment or updating the OnlyScripts card. A card update may allow OnlyScripts to retry the existing charge.
If the card says Pharmacy payment failed, the pharmacy already has the prescription. Do not write a replacement.
- Ask a Client Admin to use the prescription’s payment alert: Messages → Notifications → Other notifications → Update payment method, then Try again, when offered.
- If the Client’s card applies, use Integrations → Pharmacies → Update OnlyScripts payment method. If unclear or still failing, ask OnlyScripts/network or GEN Health Support with the Rx ID.
- OnlyScripts retries failed charges on its own.
- Open the linked order in Orders → Order Details. Click Refresh Rx to check the existing prescription.
Fix the record it names
Patient phone, address or sex: click the patient's name to open their Profile tab. Prescriber DEA, licence or NPI: their profile → Credentials.
Resend it
Only do this before the pharmacy has accepted the prescription, when the action is offered. Click Fix & resubmit, correct the script, click Review prescription, then send. The failed one is voided. Resubmit, where offered, sends it unchanged. Neither is a reason to create a new prescription for a pharmacy payment failure.
Or void it
If the row offers Void, click it and enter a reason.
Video scope: this clip previews Fix & resubmit in the editor for an example marked Not sent. It stops before sending; it does not demonstrate a completed submission.
- Use Fix & resubmit only when offered before pharmacy acceptance.
- If already sent or acceptance is unclear, ask the prescribing team and receiving pharmacy to confirm any needed cancellation before a replacement.
- For Pharmacy payment failed, keep the existing prescription and follow the payment-recovery steps above.
You'll know it worked when a pre-acceptance replacement leaves the old row Voided and the corrected one appears. For a pharmacy payment failure, keep the same prescription and refresh its status after the charge clears.
Who can do this: the prescriber, a Provider Delegate or a Provider Network Admin, using the correction actions available for that row.
Void has separate limits: Delegates are limited to failed prescriptions. Providers and Provider Network Admins cannot void a prescription already sent to OnlyScripts. ScriptSure-signed prescriptions cannot be voided here.
Delegates cannot edit patient profiles.
Who handles what:
| Issue | Next action |
|---|---|
| OnlyScripts-routed pharmacy status, tracking, clarification or cancellation | Open Support → Create Support Ticket → OnlyScripts. Select the patient and prescription. |
| Correct the tracking or pharmacy status yourself, where offered | Open the prescription’s Summary card and click Update tracking. |
| Failure with no reason | Contact GEN Health support with the Rx ID. |
Statuses you will see
| Status | What it means | Who acts next | What you do |
|---|---|---|---|
| Pending Approval | A client's request is held. | Your network | Finalize, reject or cancel. |
| Queued for review | Still with your network. A linked order hold or required approval can keep it queued after the countdown ends. | Your network | Edit, send or cancel. |
| Saved | Recorded, not sent (manual pharmacy, or the client turned pharmacy sending off). | Whoever fills it | Send it outside GEN Health. |
| Submitting | Being sent to the pharmacy now; the patient sees Processing. | No one | Wait, then check the updated status. If an error appears, read its reason before acting. |
| Need Clarification, On Hold | The pharmacy has a question, often about directions. | Pharmacy, prescriber | Open an OnlyScripts ticket. |
| Failed, Pharmacy order failed, Error | Read the error card to see whether submission or later fulfillment failed. | Your network | Use Fix & resubmit only when offered before pharmacy acceptance. If already sent or receipt is unclear, contact OnlyScripts or the receiving pharmacy. |
| Payment Failed | The pharmacy accepted the prescription but could not complete its payment. | Client Admin; ask OnlyScripts/network if the arrangement is unclear | Follow the payment-recovery steps above before updating a card or retrying the charge. Keep the existing prescription. |
What can go wrong
| What you see | Why | Fix |
|---|---|---|
| Patient details missing | No phone, email or date of birth, or sex is not Male or Female. | On the patient’s Profile tab, fill the field (confirm sex with the patient). Use the offered resubmit action only before pharmacy acceptance. |
| Shipping address incomplete | No full address. | Complete Mailing address. Use the offered resubmit action only before pharmacy acceptance. |
| Clinical difference statement required | Needed for compounded semaglutide and tirzepatide. | Use Fix & resubmit only when offered before pharmacy acceptance. For an accepted or ScriptSure-signed prescription, ask the prescribing team and receiving pharmacy to arrange the correction. |
| No payment method on the pharmacy account | The pharmacy reports no working payment method for this prescription’s account. | Follow the payment-recovery steps above, after checking any disputed medication, quantity or directions. Keep the existing prescription; do not write a replacement. |
| Pharmacy does not dispense to this state, or the medication isn't in the picker | Pharmacies that don't ship to the patient's state are hidden or refuse it. | Correct the address. Use Fix & resubmit only when offered before pharmacy acceptance. If already sent or receipt is unclear, contact OnlyScripts or the receiving pharmacy. |
| Client is in sandbox mode | The client isn't live. | Ask the primary network to confirm the client is live. Use a send or resubmit action only when offered for the prescription. |
| Prescription is still queued and was not sent. | You clicked Send now, but the script is still waiting for provider approval, so nothing reached the pharmacy. | Click Review, then Approve & send. |
| Only one or two prescriptions show | The approval filter is on. | Click Show all. |
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