Counter Guide
Working the Blocked Queue
The Blocked Queue is the single list of prescriptions that cannot move forward right now. Each issue holds the blocker type, owner, priority, next action, and history.
When to use this
- At the start of every shift, to see what is actually stuck.
- When a refill request, prescriber message, or claim rejection needs a clear owner.
- When you need a defensible history of what the pharmacy did and when.
Step by step
- 1
Read the queue statuses
Open — needs triage. In progress — someone is actively working it. Waiting — paused on prescriber, payer, patient, or stock. Resolved — issue is closed. Reopened — was resolved but came back.
- 2
Assign an owner
Open an issue → Owner field → pick a team member. Unassigned items appear in the top of the queue with an amber dot. Only one owner per issue at a time.
- 3
Set the priority
Use Routine for normal workflow, Soon for items that affect today’s pickup, and Urgent for patients waiting at the counter or out-of-medication situations. Priority changes are logged.
- 4
Write the next action
Every issue must have a one-line next action — for example ‘Call Dr. Patel’s office for new directions’ or ‘Wait for payer response, recheck Thursday’. Avoid vague text like ‘follow up’.
- 5
Resolve or reopen
Resolve when the prescription is filled, transferred, cancelled, or no longer needed — record a short outcome note. Reopen if the same patient comes back about the same script; this keeps the full timeline together.
Common mistakes
- Leaving the owner blank and assuming ‘someone will see it’.
- Using priority to mean ‘interesting’ instead of ‘time-sensitive’.
- Resolving an issue without a one-line outcome note.
- Creating a new issue when reopening the existing one would preserve history.
Safety & trust
Refillops does not make clinical decisions. The pharmacist on duty is responsible for verifying any change a queue note describes before it is dispensed.
Still need help?
Contact Refillops support and we’ll get back to you.