Two requirements must be met for a prescription to be processed through Covetrus vRxPro®:
- An authorized prescription from the veterinarian.
- An order from the client.
These items may take place in either order.
If a client submits an order before obtaining prescription authorization, a pending Client Request will be generated.
You will have 45 days from the date the order was placed to act on the request. A reminder with the expiration date will appear on the request seven days before it expires.
Accessing Client Requests
A red badge will indicate that there is a pending request awaiting action.
Click here to learn how to Set Up Email Notifications for Pending Client Requests.
- A preview of the top three most urgent requests will be displayed on your homepage.
- Click Client Requests from the left navigation menu or homepage preview to view all requests.
Understanding the Client Requests Page
The Client Requests page lists all pending requests.
The requests will be grouped into three categories:
| Category | Shipping Method(s) | Workflow Status(es) |
|---|---|---|
| Expedited Requests |
1-2 business days 2-3 business days |
Any |
| New Requests | 3-5 business days | Action Needed |
| Pending Follow-Up | 3-5 business days | All excluding Action Needed |
- Search by client or patient using the search bar or use the drop-downs to filter by veterinarian or workflow status.
- Click on the Action Buttons to complete the corresponding workflow:
| View client and patient details | |
| Add an internal note | |
| Decline the request | |
| Open the request |
Learn more about Approving, Declining, and Approving Client Requests with changes.
Utilizing Workflow Status & Notes
Internal Notes and Workflow Status help to track progress and keep colleagues informed in addition to updating the priority of the request. These statuses and notes are internal only; therefore, the client will not see the changes made.
Updating the Workflow Status
Workflow Statuses are an easy way to track the progress of a pending Client Request.
To update the Workflow Status:
- Select the Workflow Status from the drop-down menu on the Client Request.
Statuses include:
- Action Needed (default status for all incoming Client Requests)
- Under Review
- Exam Needed
- Client Contacted
- Exam Scheduled
- Final Review
These statuses allow you to inform colleagues when you are reviewing a prescription, as well as put requests “on hold” while necessary exams or services are completed. Changing the Workflow Status will update where the Client Request is categorized on the page.
Adding an Internal Note
Internal Notes provide additional context to the status of the request.
To add or edit an internal Note:
- Click the clipboard icon on the Client Request.
- Type your message into the Note field.
- Click the green checkmark to save your note.
Note: It is recommended to leave your initials and a date in your Note so that colleagues know who left the note and when it was last updated.
Example internal notes include:
- "Annual exam scheduled [DATE], can be approved then. [EMPLOYEE INITIALS]"
- "LVM w/ client [DATE], to schedule bloodwork. [EMPLOYEE INITIALS]"
- "Tech reviewed [DATE], pending vet auth. [EMPLOYEE INITIALS]"
- "Need to confirm weight before approving. [EMPLOYEE INITIALS]"
- "Spoke with client, waiting on scheduled exam. [EMPLOYEE INITIALS] [DATE]"
Putting it All Together
For example, if a client requests Heartworm prevention, but they are overdue for a Heartworm Test, you could:
- Update the Workflow Status to: Exam Needed.
- Add an internal Note: “Due for HWT. Reaching out to client. JS 04.25”.
- Reach out to the client to schedule necessary services and then update the Workflow Status to Client Contacted or Exam Scheduled (depending on the outcome of the outreach).
- Once the client brings the patient in and has satisfied the requirements to receive the product, you can Authorize the request. Click here to learn more about Approving a Pending Client Request.
Why not Decline the request?
Rather than declining the client’s request if services are required, it is best practice to follow the steps outlined above because:
- It promotes compliance by encouraging the client to bring the patient in for required services without needing to re-request the prescription.
- If the client had used a coupon code or there was a storewide sale, declining the request will nullify the promotion. If the request is left in the feed and authorized after requirements are met, the client will still receive the promotional price.