Our approach
Pharmacy calls involve patient information, so we design for that from the start: confirm who’s calling, share only what’s needed, and keep sensitive questions with your pharmacists.
We’ll review the specifics with your team, including your IT contact, during onboarding. For the full call flow, see how a call works.
Patient verification
- The caller gives the patient’s name and date of birth, and nothing about a prescription is shared until they match the account.
- The assistant never says which detail didn’t match, and it stops after two failed attempts on a call.
- A verified call can only reach that patient’s own prescriptions. Requests that name another patient are refused.
Agreements
Business Associate Agreements and the agreements with our service providers are part of onboarding before any of your pharmacy’s patient information is handled. We’ll go through them with you.
Questions before then? Email team@methodvoice.com.
Texts and payments
- Text messages never include card numbers, and we never ask for them by phone or text.
- Patients add a card themselves through a secure payment link.
How data is handled
- Prescription lookups run over encrypted connections.
- Stored data is encrypted at rest.
- Every request to our service is authenticated, and anything else is rejected.
- A lookup returns only what the caller needs: the medication, its status and the refills remaining.
- Activity logs record events, not patient names, dates of birth, phone numbers or medications.
Call recording, transcripts and retention are configured with each pharmacy during onboarding, and we’ll describe exactly what’s kept and for how long.
What goes to a pharmacist
- Questions about drug interactions or how to take a medication.
- Calls from providers and doctors’ offices.
- Anything the assistant can’t confirm. It never guesses.
- Only the minimum information needed to answer the caller is shared.
For your IT team
We’re happy to walk your IT contact through how Method Voice connects to your phones and pharmacy information, what’s stored and where. Email team@methodvoice.com to request our security overview.
Security questions
Email team@methodvoice.com. Please don’t include patient information.