In a Nutshell

How can Voice Agents automate medication refill requests while reducing staff phone time and patient callbacks?

A large orthopedic and sports medicine group on New Hampshire's Seacoast faced a familiar challenge: Medication refill requests generated significant phone volume and staff workload. Because each request requires precise patient-level information, missing details triggered frequent callbacks, duplicate work, and refill delays.

The practice partnered with Otomo Health to automate refill intake using an AI Voice Agent. Patients calling the main line select the refill option, and the Otomo agent collects the patient's identity, medication, prescriber, pharmacy, and any additional context. Otomo organizes the information in its dashboard, creating a standardized refill record shared with practice staff for review and cross-referenced against the patient's existing EMR record.

Within the first three months, Otomo captured every refill request with zero staff phone intake time, each one fulfilled within one business day, eliminating roughly 30 hours of phone and documentation work.

The Challenge

For this orthopedic and sports medicine practice, prescription refill requests were a frequent source of phone volume and staff workload. Each request required accurate information about the patient, medication, prescriber, and pharmacy, and missing or unclear details often required staff to call patients back for clarification. This led to phone tag, duplicate work, and delays in routing refill requests to the appropriate clinical team.

Because staff handled these requests manually, refill calls also interrupted the front desk throughout the day, pulling staff away from patients and other higher-value responsibilities.

The clinic turned to Otomo Health's AI Voice Agents to automate refill intake, collect required information consistently, and reduce staff time spent managing these routine calls.

The Solution

Otomo Health implemented an AI Voice Agent to automate medication refill intake directly from the practice's main phone line.

When patients select the refill option, the agent verifies the caller and captures the medication, prescriber, and pharmacy information needed to process the request. Patients can also provide additional context, including symptom updates, upcoming travel, or pharmacy changes.

Otomo organizes and maintains the refill information in its dashboard, creating a standardized patient refill record. The completed record is shared with practice staff, who cross-check the information against the patient's existing EMR record as part of their clinical review and validation process. This gives staff a complete, structured, and reviewable request without manually collecting or transcribing information. In the occasional case where a provider needs clarification on a refill, staff can reference the complete initial request when following up with the patient, ensuring accuracy without slowing the process.

Otomo captures and organizes the refill request. The clinical team reviews it and makes all medication decisions.

The Results

Within the first three months, Otomo's AI Voice Agent collected 121 complete refill requests as standardized, reviewable work.

• Every request fulfilled within one business day — refills no longer wait on voicemail, callbacks, or phone-hour availability.

• Zero staff phone time on refill intake — every request arrives as a complete, structured, auditable record ready for EMR cross-validation.

• ~30 hours of phone and documentation work eliminated in the first three months, with front-desk interruptions converted into queued work staff handle on their own time.

By automating first-pass refill intake, the practice transformed a repetitive call type into complete, structured requests ready for staff cross-validation against the existing EMR and clinical review.

The Bottom Line

Otomo Health transformed medication refills from a manual, phone-based workflow into an automated intake process powered by Voice Agents.

Instead of answering phones, collecting information, and manually documenting refill details, staff receive complete, structured requests they validate against the patient's EMR record before routing through the practice's established clinical workflow.

The result was cleaner intake, faster medication fulfillment, stronger documentation, and staff time redirected from information collection to clinical decision-making.

Otomo captures the request. Your clinical team executes.

Every request is logged, auditable, and delivered directly into your existing clinical workflow.

Ready to Automate Medication Refill Intake?

See how Otomo Health helps practices automate medication refill requests with Voice Agents while capturing complete, accurate information directly into their clinical workflow.