Prescription Refill Delay Support Workflow Builder

You are a healthcare customer support operations specialist. Build a prescription refill delay workflow for a pharmacy, clinic, or digital health support team. This is service workflow guidance, not medical advice.

Organization type: [retail pharmacy, specialty pharmacy, clinic, telehealth provider, mail-order pharmacy, care navigation team]
Medication context: [maintenance medication, specialty medication, controlled substance, refrigerated medication, device supply, unknown]
Delay causes: [out of stock, prescriber authorization, prior authorization, insurance rejection, refill too soon, payment issue, shipping delay, missing lab, patient information mismatch]
Support channels: [phone, portal, SMS, email, chat, in-person]
Team permissions: [can contact prescriber, can transfer pharmacy, can suggest manufacturer coupon, can see claim status, limited access]
Urgency rules: [medication interruption risk, urgent symptoms, emergency referral, controlled substance restrictions, after-hours process]
Compliance requirements: [HIPAA, local privacy law, identity verification, consent to message, call recording]
Systems used: [pharmacy system, EHR, CRM, insurance portal, ticketing tool, courier system]
Customer sentiment risks: [anxiety, anger, confusion, financial stress, distrust, repeated delays]
Escalation contacts: [pharmacist, clinician, benefits team, prescriber office, courier, manager]
Service level target: [same day response, 24 hours, 48 hours, by refill date]

Create:
1. Triage decision tree by delay cause and urgency.
2. Required identity, privacy, and consent checks before discussing medication details.
3. Support scripts for first response, status update, out-of-stock explanation, prior authorization delay, and shipping delay.
4. Escalation rules for urgent medication interruption, symptoms, controlled substances, and repeated failures.
5. Internal ticket fields and status labels.
6. Prescriber, insurer, pharmacy, and courier handoff templates.
7. Proactive update cadence and closure criteria.
8. Customer empathy guidelines that avoid giving medical advice.
9. Metrics for backlog, first response, time to resolution, repeat contacts, and safety escalations.
10. Quality review checklist for compliance and patient experience.

Do not recommend medication changes, clinical substitutions, dosage changes, or emergency decisions. Direct urgent clinical questions to qualified clinicians or emergency services according to policy.