Enhancing the Member Experience: Introducing the Prior Authorization Status Feature

Have you ever found yourself at the pharmacy counter, anticipating your prescribed medication, only to be told it requires prior authorization? It's a frustrating scenario many of us have faced. 

Prior authorization (PA) is a process where your healthcare provider seeks approval from your insurance company before certain medications, treatments, or procedures are covered. It's a step taken to ensure that the prescribed treatment is necessary, safe, and cost-effective. While it may seem like a hurdle, prior authorization plays a vital role in managing healthcare costs and ensuring appropriate care.

Prior Authorization Process Problems 

Today’s PA processes often leave all parties involved—providers, pharmacists, and patients—in the dark. Pharmacies submit PA requests, only to be met with silence, leaving patients and providers uncertain about the next steps. 

Here’s the worst case scenario:

• Step 1: Initiation: Your healthcare provider prescribes a new medication.
• ‍Step 2: Prescription fill attempt: You head to your local pharmacy to fill the prescription. However, upon reaching the counter, the pharmacist informs you that your insurance requires prior authorization.
• Step 3: Submission of PA request: The pharmacist submits the necessary paperwork to your insurance company.
• Step 4: Silence: Each time you call the pharmacy for an update, you're met with vague responses or told to wait patiently.
• Step 5: Continued silence: Each day without updates adds to the frustration. Despite your calls to the pharmacy, you're still left in the dark. The lack of information only increases your anxiety, wondering when you'll get the medication you need.

Finally, you receive word that your prior authorization request has been approved– or, perhaps requires additional information. However, the anxiety of not knowing its status until now has taken a toll. 

Navigating the Prior Authorization Process with Transparency and Communication

Here at SmithRx, we’re tackling this frustrating process head-on by empowering members with enhanced visibility and self-serve options. Members can now monitor the real-time details of each request in the Member Portal, gaining valuable insight into the status of their prior authorization at any time. 

Additionally, we’re prioritizing communication with notifications at every stage. Members will receive alerts via email, and SMS text (if contact info is provided), keeping them informed about the progress of their prior authorization request. 

From the initial creation of the PA case to the final decision—whether Approved, Partially Approved, Denied, or Not Required—members can expect transparent communication every step of the way.

Streamline Your Healthcare Experience with the SmithRx Member Portal

The SmithRx Member Portal is the go-to hub for members to manage their prescription medication journey. 

Not sure where to pick up your medication? No problem. The Find My Meds feature lets you easily search for the pharmacy nearest you that offers your medication for the lowest cost to you. This takes into account current pharmacy plan benefits so you see not just an estimated price, but the actual amount you'll be charged.

When it comes to tracking your prescription claims, the Member Portal has you covered here as well. You can view your claims history and stay on top of your healthcare spending—all in one convenient place.

And let's not forget about convenience. Need to access your member ID card on the go? Done. Want to see a running total of money you’ve paid towards your out-of-pocket max for covered services at a glance? Easy. Dive into the new SmithRx Member Portal today and see how we're making healthcare benefits management easier, more intuitive, and cost-effective.