At healthfinch, we’ve seen health systems process prescription renewal requests in all kinds of ways. Some have providers reviewing all their patients’ renewals, others have a clinical team that triages them for providers, and some have written protocols and workflows for staff to follow.

Evidence shows the most efficient way to process prescription renewals is to have a centralized renewal team dedicated to completing these tasks on behalf of providers. Doing so, however, requires detailed protocols and thorough training to ensure patient safety and workflow efficiency.

The following three health systems have implemented healthfinch’s prescription renewal delegation solution, Charlie, to either enhance the productivity of their existing centralized team, or to aid in the migration from a decentralized to a centralized workflow. See how they’ve optimized this routine task and are achieving impressive results!


UCHealth’s centralized renewal team supported 26 clinics before it implemented Charlie in August 2018. At the time, the team consisted of 38 FTEs, which was made up of pharmacists, nurses, and pharmacy technicians who touched an average of five renewals per hour.

Within nine months of implementing Charlie, the number of renewals touched per FTE per hour increased to 13, allowing them to support more clinics. As of May 2019, the centralized team was processing renewal requests for 64 clinics — 38 more than before — with six fewer FTEs!

Click here to hear the full story here at UC Health, in a recorded presentation from the AMDIS 2019 Physician-Computer Connection Symposium.


ThedaCare processed prescription renewals in a decentralized fashion prior to implementing Charlie. ThedaCare’s internal time studies showed staff spent six minutes per request, which equated to a 7:1 provider-to-staff ratio across the medical group.

ThedaCare moved to a centralized prescription renewal workflow shortly after implementing Charlie. A year and a half later, the metrics speak for themselves! Centralized staff now routinely process over 250 renewals per day thanks to shorter processing time, averaging just 1.5 minutes per request. This has resulted in a new provider to staff ratio of 30:1.

Bellin Health

In December of 2017, Bellin Health had a fairly efficient centralized renewal team. It had 2.7 staff supporting 45 providers, which was a 15:1 provider to staff ratio However, Bellin has taken great strides to promote team-based care at its clinics over the past couple of years. Implementing Charlie to increase its centralized efficiency was one of the leading factors for Bellin Health to pursue Charlie, as this would allow its providers and staff to spend more time focusing on direct patient care.

With Charlie, Bellin Health has greatly increased its centralized team’s efficiency. It currently supports 105 providers — 60 more than before — and is doing so with just .8 additional FTEs. Its provider to staff ratio has increased to 30:1, which is double its ratio without Charlie.

Hear about Bellin’s approach to team-based care and the tools and techniques it uses in this on demand webinar.


Implementing Charlie to enhance prescription renewal workflows has benefited many health systems. While its value is seen in both decentralized and centralized workflows, productivity increases exponentially when this task is taken out of the clinic and given to a dedicated team.

Read more success stories here or request a demo and see how Charlie can improve your workflows.