Pharmacy Software Support: 5 Tips from Customer Success Experts

Transaction Data Systems About The Author

Nov 18, 2016 12:10:13 PM

Pharmacy Software Support


It’s a typical Monday. You’re at the front of the store, trying to stress the importance to the very sweet Mrs. Carter of picking up her maintenance meds on time, and your clerk has a line out the door. Your tech is in the back filling the prescriptions of the growing queue in your pharmacy waiting area when you hear, “uhhh… This thing isn’t working.”

You turn to find her opening and closing the paper tray on the printer. Excusing yourself from the front, you join her and begin mashing all the buttons on your printer repeatedly. Nothing happens. You pick up the phone…

I think we can all agree that pharmacy software support and training are huge factors in choosing a pharmacy software partner. You need someone you can rely on when things go wrong.

Because you encounter challenges across the board, a good customer success department should be able to solve a myriad of problems, not just issues with the product you purchased from them. At least, this is the philosophy Computer-Rx’s Customer Success Department was built on.

On average, Computer-Rx users submit more than five hundred support tickets every day.  Whether by live phone calls, email, or chat a member of our customer success team responds to the inquiry and troubleshoots issues ranging anywhere from claim reconciliation to internet outages.

Many worked in the pharmacy industry before they joined our team, some even with our software. With experience like that you could definitely say that they are experts in their field.

Since they talk to so many users on a daily basis, they know the kind of problems encountered regularly and how to resolve them. It’s the inevitable outcome of the job. To help you avoid some of the more common problems, we’ve gathered 5 tips from our customer success experts.


Double check processing information on claim rejections

Before calling the insurance company to resolve a claim rejection, users should always double check the processing information on the claim submitted.

Processing information includes:

  • Cardholder ID
  • Bin Number
  • PCN
  • Group ID
  • Patient DOB

Sometimes you will receive a weird rejection when the problem is really just an error in the processing information, so it’s best to check there first before initiating a time-consuming phone call with a third-party entity.

- Michelle, Tier 3 Third Party Specialist


Restart and update your computer regularly

We receive calls from users who are experiencing problems and haven’t restarted their computer in over 200 days. Restarting your computer regularly and installing Windows and security updates will go a long way to prevent problems.

- Jacob, Tier 1 Technical Service Representative


Check that interfaces are loaded and connected

Users generally load their interfaces to one pharmacy computer. We call this their host computer, but it is also known as the pharmacy server or main workstation. This computer is generally not a highly trafficked workstation because it is used to run background programs that allow the software to function.

When data, like prescription information going to your counting devices, is not transmitting, be sure to check that your interface is loaded and connected. Direct interfaces, like Scriptpro, Eyecon, Telemanager, and RxSafe must be loaded to your host computer and connected at the time of use to function properly.

- Bunky, Tier 4 Advanced Technical Specialist


Validate prescriber information

Sometimes, users receive an error when trying to communicate with the prescriber through their pharmacy software. The error doesn’t give specifics, but this usually means that the doctor’s fax number or another piece of important information is missing.

Users should check the prescriber information when they receive this error. These will be located in a master doctor database, which you should be able to access through your pharmacy software settings.

- Russell, Tier 3 WinRx Connect Advance Technical Specialist


Check for controlled prescriptions certification

We receive numerous inquiries from pharmacies that are unsure whether or not they can transmit controlled prescriptions under their software. There are three parties that have to be certified for you to be able to transmit controlled prescriptions via e-script services -- your pharmacy, pharmacy software, and the prescriber.

Your pharmacy software partner, like Computer-Rx, should be certified to transmit these prescriptions. To determine if the prescriber is, Surescripts’s website has a feature where you can look up prescribers. It will be noted in the listing if they’re certified for EPCS prescribing.  Also, if you’re unsure whether or not your pharmacy is, there is a place where you can look up pharmacies too.

- Beth, Tier 3 Advance Software Specialist


This is a handful of the advice our Customer Success Team dishes out on a daily basis. Their floor of Computer-Rx headquarters is always bustling with activity, troubleshooting while on the phone, remoting in to store computers to implement solutions, training on new features, and elevating advanced issues to more experienced team members.

No matter what pharmacy partner you choose, you should expect dedicated support throughout the relationship. So, the next time you’re staring at a jammed printer with a waiting room full of impatient pharmacy patrons, I hope you can trust the people on the other end of the line to get you back to work quickly.

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