Coming soon, the Prescriber Dashboard in the RXNT app will be updated with a clean, modern design to make it easier to use and more visually appealing. The new interface focuses on simple navigation, clear organization, and accessibility for all users. The updates will roll out gradually, beginning with a small group of RXNT users on Wednesday, December 3rd, 2025, and will be available to the rest of the clients over the following days. This article includes images showing the new updates, but the functionality remains the same.
What are pharmacy requests?
Pharmacy requests allow your patient’s pharmacist to request prescription changes, renewals, or prior authorizations at the touch of a button—no more time-consuming phone calls!
Responding to requests directly from RXNT streamlines communication with your patient’s favorite dispensing pharmacies.
Are you still receiving phone calls and faxes from pharmacies for renewal or change requests?
Make sure your pharmacist knows that RXNT is ready to receive requests directly!
Types of requests
Renewal Requests
- The patient has requested a new prescription for their existing medication.
RxChange Requests
- Generic substitution
- A brand name medication was prescribed, but the pharmacist or patient would like to use an available generic medication.
- Prior authorization required
- Electronic prior authorization (ePA) is needed before the medication can be dispensed.
- Therapeutic interchange/substitution
- An alternative medication is requested by the pharmacist, including a change in the days supply or quantity for the original prescription.
- Drug use evaluation (DUE)
- The pharmacist requires the provider to review and confirm whether the prescribed medication is appropriate for the patient.
- Script clarification
- The pharmacist needs clarification on the prescription in order to dispense.
- Out of stock
- The original prescription is out of stock at the pharmacy.
- Prescriber authorization
- Prescriber authorization is needed for the pharmacist to dispense the prescription.
A pharmacy can send a change request for a controlled substance even if you are not enrolled in Electronic Prescribing for Controlled Substances (EPCS). Simply deny these requests, and follow up with a written or phoned prescription order.
Duplicate patients
When a pharmacy sends a pharmacy request for a patient (renewal or rxchange requests), it is possible a duplicate patient chart will be created. To avoid this, the demographic data the pharmacy has and you have listed in your RXNT account must be an exact match for that patient. If there is not an exact match, the system will create a new patient chart by default to prevent the wrong patient pharmacy requests from going into the wrong account. This could be as simple as the pharmacy having an old address for that patient, and the provider having a new address in RXNT.
When this occurs, the new chart created by the pharmacy request displays the demographics in all capital letters.
The demographic fields ran through the patient matching algorithm include:
- Address
- Name
- Birthdate
- Phone number
- Gender
Resolution
To resolve this, ensure that the pharmacy has the same information listed for the patient that the practice does within RXNT. To remove duplicate charts, run a deduplication report to initiate a merge.
Review pharmacy requests in the RXNT app
Log into the RXNT app and tap Clinical.
Tap Pharmacy Requests on the prescriber dashboard menu.
Tap Filter by to narrow down the list of pharmacy requests by provider. You can choose one or more providers to view only their pharmacy requests.
The type of request will be specified below the prescription details.
Tap within a request's prescription card to view more details. Please review the request and decide on one of the following actions: Approve, approve with modifications, or void.
Approve the request
To approve pharmacy requests, just tap each prescription card to select them. You can select multiple prescriptions at the same time. Selected prescriptions will show a blue checked radio button.
When you're ready, tap Approve to send them electronically.
If a prescription is for a controlled substance, you must be enrolled with EPCS and have an activated token for two-factor authentication in order to approve the prescription.
If a patient has several pharmacy requests and you'd like to approve them all, just tap the radio button next to their name. This will select all their prescriptions at once.
If the pharmacy includes multiple alternatives, select More Options to review other proposed medications and make a selection.
NCPDP 2017071 and Surescripts require that up to nine medication alternatives be displayed for change requests. These alternatives may or may not display in order of formulary preference.
Approve with changes
Change requests for prescriber authorization or prior authorization cannot be edited.
Tap within a request's prescription card to view more details.
Tap the pencil icon to make edits to the Proposed Rx.
Take a moment to review the Prescription Summary, then scroll down and tap Send to finish.
Deny the request
Select the requests you'd like to deny, then tap Void.
If you'd like to deny a request, simply void it. Don't cancel the prescription—canceling is only used to stop the pharmacy from filling the original prescription.
If a patient has several pharmacy requests and you'd like to void them all, just tap the radio button next to their name. This will select all their prescriptions at once.
Prior authorization requests
Prior authorization requests will display with the tag Prior Authorization Required below the prescription's details. Approving a prior authorization request will automatically initiate electronic prior authorization (ePA) for the pharmacy benefit manager (PBM) or payer.
The status of the prior authorization can be found by logging into the desktop version of RXNT, then navigating to the ePA Worklist from the utilities menu.
Manage RxChange requests
RxChange requests that don't receive a response from the provider create rework, erode trust in the RxChange transaction, and disrupt the patient experience. These disruptions can include delayed therapy, patient frustration and confusion, and manual workarounds that include calls and faxes between pharmacies and providers and their staff.
Click here to learn more about this service.
Disabled RxChange requests
Surescripts—the e-prescription network and health information exchange—is designed to reduce the number of RxChange requests that do not receive a corresponding response.
Any provider who has been enabled for RxChange for at least 60 days and who received 10 or more pharmacy requests will be disabled if they have not responded within a 30-day period. The RxChange service can be re-enabled upon request, however it will not be a permanent enablement. To prevent being disabled again, ongoing engagement is required.
Enable RxChange requests
If you need to be re-enabled for RxChange requests, please contact Customer Support at 800-943-7968, option 1, or email support@rxnt.com.
To avoid this interruption to service, be sure to respond to RxChange requests in your workflow and save your practice time and effort.
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