Delivery & Logistics

Driver Management & Delivery Completion

Article 9: Driver Management & Delivery Completion Overview This article covers the final stage of the delivery process—driver bag pickup, delivery execution, and marking orders as complete. It also explains how delivery completion triggers the next subscription fill date. Driver Bag Pickup The Bag Scan Kiosk Drivers use a dedicated kiosk to pick up their assigned bags. Kiosk Features: - Bag scanning capability - Driver validation - Route display - Manifest access Pickup Process Steps for Drivers: 1. Approach the bag scan kiosk 2. Enter driver PIN for validation 3. Scan the bag barcode 4. Click Validate Bag 5. System confirms bag assignment 6. Take the bag and manifest System Updates: - Bag status changes to "Out for Delivery" - Delivery time tracking begins - Orders marked as in-transit Driver Validation Each driver has a unique PIN: - Ensures accountability - Tracks which driver has which deliveries - Required for bag pickup Security: Driver PINs prevent unauthorized bag pickups and maintain chain of custody. Delivery Status Tracking Monitoring Deliveries The Delivery Status view shows all deliveries in progress: ColumnInformationOrder NumberUnique order identifierPatientRecipient nameAddressDelivery destinationDriverAssigned driverStatusCurrent delivery statusTimePickup/delivery times Delivery Status Values StatusMeaningStagedIn staging, awaiting pickupOut for DeliveryDriver has the bagDeliveredSuccessfully deliveredAttemptedDelivery attempted, not completedReturnedBrought back to pharmacy Completing Deliveries Automatic Completion (Descartes) When integrated with Descartes delivery system: - Driver marks delivery complete in Descartes app - Status automatically updates in Phox - Timestamp recorded Manual Completion If manual completion is needed: Steps: 1. Navigate to the order in Delivery Status 2. Click on the order 3. Select Mark as Complete 4. Enter delivery date/time 5. Confirm completion Delivery Confirmation Details When marking complete, record: - Date delivered - Time delivered - Recipient (if not patient) - Signature (if required) - Notes (if any issues) Order Lifecycle View Accessing Order History Click on any order or patient name to view the complete order lifecycle: Timeline Shows: - Order creation - Each stage completion - Messages sent - Status changes - Delivery confirmation Audit Trail: The lifecycle view provides a complete audit trail of every action taken on the order. Timeline Events Event TypeDescriptionCreatedOrder initiatedBilledInsurance adjudicatedScheduledDelivery date setVerifiedClinical verification completeFilledPrescription packagedProduct VerifiedFinal QC completeShippedBag created and stagedDeliveredSuccessfully deliveredMessage SentText notification sentMessage ReceivedPatient response received Subscription Updates Automatic Next Fill Date Key Feature: When an order is marked complete, the subscription's next fill date automatically updates. How It Works: 1. Order marked as delivered 2. System calculates next fill date 3. Based on day supply + buffer days 4. Subscription record updated Example: - Delivery completed: January 27, 2026 - Day supply: 30 days - Buffer: 6 days - Next fill: February 26, 2026 Viewing Updated Subscription After delivery completion: 1. Go to Subscription Management 2. Find the patient 3. View the updated "Next Fill" date 4. Subscription appears in future To-Do reports Signing Out Deliveries Manual Sign-Out If bags need to be signed out without driver kiosk: Steps: 1. Go to Staging Area 2. Select the bag 3. Click Sign Out 4. Record driver information 5. Confirm sign-out Simulation Mode For Training Purposes The system includes simulation features: - Simulate bag pickup - Simulate delivery completion - Test workflows without real deliveries Note: Simulation mode is used for training and testing. Live operations use actual scanning and driver validation. Best Practices For Drivers - Always validate bags at kiosk - Carry manifest for reference - Report delivery issues promptly - Mark deliveries complete immediately For Coordinators - Monitor delivery status regularly - Follow up on pending deliveries - Address attempted deliveries quickly - Keep staging area organized For Managers - Review delivery metrics - Investigate late deliveries - Optimize routes based on data - Address recurring issues Troubleshooting Driver Can't Validate Bag - Verify driver PIN is active - Check bag is in "Staged" status - Ensure barcode is readable - Contact supervisor if needed Delivery Not Updating - Check Descartes connection - Manually update if needed - Verify order number is correct Missing Bag - Check staging area thoroughly - Review system for bag status - Check if already signed out Quick Reference ActionResultDriver scans bagBag marked "Out for Delivery"Delivery completedStatus updates, timestamp recordedOrder marked completeSubscription next fill updatedView lifecycleSee complete order history Next Steps For handling delivery issues, proceed to Article 10: Troubleshooting & Rescheduling Orders to learn about problem resolution workflows.

Shipping & Staging (Ready to Ship)

Article 8: Shipping & Staging (Ready to Ship) Overview After product verification, orders move to the shipping area where they are packaged into delivery bags, labeled, and staged for drivers. This article covers the ready-to-ship process, bag assignment, and manifest printing. Accessing Ready to Ship Once product verification is complete, orders appear in the Ready to Ship queue. Navigation: 1. Go to the Shipping or Ready to Ship section 2. View orders awaiting shipment preparation 3. Process orders for delivery The Shipping Process Overview The shipping process involves: 1. Scanning the delivery label 2. Assigning the order to a bag 3. Closing the bag 4. Printing the bag label 5. Moving to staging area Step 1: Scan Delivery Label Starting the Shipping Process Steps: 1. Take the completed order (verified packages with delivery label) 2. Scan the delivery label barcode 3. System identifies the order and displays details Information Displayed: - Patient name - Delivery address - Delivery route/zone - Special instructions Step 2: Bag Assignment How Bag Assignment Works When you scan the delivery label, the system tells you which bag to place the order in. Bag Assignment Logic: - Orders are grouped by delivery route - Multiple orders going to the same area share a bag - System optimizes for efficient delivery On Screen: - Bag number is displayed - Visual indicator of which bag to use - Confirmation when order is placed Example: After scanning, the system displays "Place in Bag #5" - you would then place the order in the designated bag. Step 3: Close the Bag Finalizing the Bag Once all orders for a bag are added: 1. Physically close/seal the bag 2. Indicate in the system that the bag is closed 3. The bag label automatically prints Bag Closure: - Ensures all orders are secured - Triggers label printing - Prepares bag for staging Step 4: Print and Apply Bag Label Bag Label Information The bag label includes: - Bag number - Driver assignment (if known) - Route information - Number of orders in bag - Delivery zone Steps: 1. Take the printed label 2. Apply it to the outside of the bag 3. Ensure it's visible and readable Step 5: Move to Staging Area The Staging Area The staging area is where completed bags wait for driver pickup. Staging Area Features: - Organized by route/zone - Visual display of all ready bags - Easy identification for drivers Moving to Staging: 1. After labeling, move the bag to staging 2. Place in the designated area for that route 3. Bag appears in the staging queue on screen Staging Area Management Viewing Staged Orders The staging area screen shows: ColumnInformationBag NumberUnique identifierOrdersNumber of orders in bagRouteDelivery zone/routeStatusReady / Assigned / OutDriverAssigned driver (if applicable) Reprinting Manifests What is a Manifest? A manifest is a printed list of all deliveries in a bag. To Reprint: 1. Select the bag in staging 2. Click Reprint Manifest 3. Give the manifest to the driver Manifest Contents: - List of all orders - Patient names (partial for privacy) - Addresses - Special delivery instructions - Signature lines Bag Management Bag Status StatusMeaningOpenStill accepting ordersClosedSealed, ready for stagingStagedIn staging areaAssignedGiven to a driverOut for DeliveryDriver has departed Managing Multiple Bags During busy periods: - Multiple bags may be open simultaneously - Each bag serves a specific route/zone - System tracks which bags need which orders Best Practices Order Handling - Handle packages carefully during bagging - Ensure fragile items are protected - Don't overfill bags Label Application - Apply bag labels clearly visible - Ensure labels are secure - Don't cover important information Staging Organization - Keep staging area organized - Group bags by route - Clear completed bags promptly Troubleshooting Wrong Bag Assignment If an order is placed in the wrong bag: 1. Remove the order from incorrect bag 2. Scan the delivery label again 3. Place in the correct bag Missing Orders If orders are missing from staging: 1. Check the order status in system 2. Verify it completed product verification 3. Search the filling/verification areas Label Printing Issues If labels don't print: 1. Check printer connection 2. Verify paper/labels loaded 3. Try reprinting from system Quick Reference StepActionResult1Scan delivery labelOrder identified2Place in assigned bagOrder grouped for delivery3Close bagBag sealed4Apply bag labelBag identified5Move to stagingReady for driver Next Steps Once bags are staged, proceed to Article 9: Driver Management & Delivery Completion to learn about driver pickup and delivery confirmation.

Delivery Scheduling & Text Notifications

Article 4: Delivery Scheduling & Text Notifications Overview After payment collection and day supply verification, the next step is to schedule the delivery and set up patient notifications. This article covers delivery methods, scheduling, and the automated text messaging system. Delivery Methods Phox supports multiple delivery methods to accommodate different patient needs: MethodDescriptionCourierIn-house delivery driversThird PartyExternal delivery servicesIn-HousePatient pickup at pharmacy Scheduling the Delivery Delivery Information Screen After proceeding from payment collection, you'll see the delivery scheduling screen with: 1. Preferred Delivery Method - Pre-populated from patient profile 2. Recommended Delivery Date - System-calculated date 3. Delivery Type - Courier, Third Party, or In-House 4. Order Notes - Special instructions for the order 5. Delivery Address - Where the order will be sent 6. Text Preview - Sample of the notification message Setting the Delivery Date Steps: 1. Review the recommended delivery date 2. Adjust if needed based on: - Patient request - Medication availability - Delivery schedule 3. Confirm the delivery method 4. Add any special notes Tip: The system recommends a delivery date based on the prescription fill date and patient's subscription settings. Text Notifications Automated Messaging When you click Convert to Order and Send, the system: 1. Creates the order in Phox 2. Creates a shipment in Descartes (delivery system) 3. Sends an automated text message to the patient Text Message Preview Before sending, you can review the text message that will be sent to the patient. The preview shows: - Pharmacy name - Delivery date - Confirmation instructions - Contact information Patient Responses The system tracks patient text responses in real-time: ResponseSystem ActionConfirmationOrder status updates to confirmedReschedule RequestTriggers rescheduling workflowQuestionsStaff can view and respond Note: Patient text responses automatically update the order status in the scheduling queue. Converting to Order The "Convert to Order and Send" Button This action performs multiple tasks simultaneously: 1. Creates the Order - Moves from billing to active order 2. Schedules Delivery - Sets up in Descartes 3. Sends Notification - Texts the patient 4. Updates Queue - Order appears in scheduling queue After Conversion Once converted, the order: - Appears in the Scheduling Queue - Shows the scheduled delivery date - Displays patient response status (if texting is active) - Is ready for clinical verification Scheduling Queue Viewing Scheduled Orders The scheduling queue displays all orders that have been converted and are awaiting fulfillment: ColumnInformationPatient NameClick to view patient fileMedicationPrescription detailsDelivery DateScheduled delivery dateStatusCurrent order statusText StatusPatient's response to notification Order Status Indicators StatusMeaningScheduledOrder created, awaiting processingConfirmedPatient confirmed via textPending ResponseAwaiting patient text response Order Notes Adding Notes to Orders Notes can be added at this stage for: - Special delivery instructions - Patient preferences - Handling requirements - Access codes or gate information Steps: 1. Enter notes in the Order Notes field 2. Notes travel with the order through all stages 3. Delivery drivers can view these notes Best Practices Delivery Scheduling - Verify the delivery address before converting - Check patient preferences for delivery times - Add clear notes for complex deliveries Text Notifications - Review the text preview before sending - Ensure patient phone number is correct - Monitor responses for confirmation or issues Quick Reference ActionResultSelect Delivery MethodSets courier, third party, or pickupSet Delivery DateSchedules when order will be deliveredAdd NotesInstructions for fulfillment teamConvert to OrderCreates order + sends text Next Steps Once the order is scheduled and the patient is notified, proceed to Article 5: Clinical Verification Process to learn about the pharmacist verification requirements.