Overview
This article explains what beneficiaries see when completing Rx Collect portals and provides solutions for common issues. It covers troubleshooting scenarios like expired portal links, passcode errors, and search issues, along with FAQs to ensure a smooth consumer experience.
Note: This article is for agent use only and should not be shared with beneficiaries.
IN THIS ARTICLE
What beneficiaries experience in the Rx Collect portal
When a beneficiary opens an Rx Collect portal link, they will see a series of sections designed to collect important information.
Cover Page
The Cover Page displays your agency’s name and logo and may include a custom welcome message.
When the beneficiary selects the ‘Get Started’ button, a one-time passcode will be sent to the same email address that received the Rx Collect portal link.
The portal will then display the Identity Verification page, where the beneficiary must enter the passcode to verify their identity and continue.
The passcode remains valid for 5 minutes. If it expires, the beneficiary must click the link in their Rx Collect email to restart the process and request a new passcode.
Consent Page
The Consent Page informs the beneficiary about how their information will be used, as well as their privacy and security when using the portal.
Profile Information
The Profile Information section collects personal and contact details, such as name, phone number, and email. The collectible data can be customized in agency settings. For a complete list of data field options, refer to this article.
None of the fields are required. The beneficiary may edit their information as needed. Once the Rx Collect portal is completed, any changes made will be reflected in the corresponding fields on the beneficiary’s Sales or Individual Record in AMS+.
Disclosures (if included)
The Disclosures section presents important legal or policy information.
If applicable, it may also include a Scope of Appointment (SOA) section outlining the meeting details.
Note: If the beneficiary has completed an SOA within the past 30 days, they will see "SOA submission complete" in this section.
Appointment Scheduler (if included)
The Appointment Scheduler displays a calendar view where the beneficiary can select a date and time for a meeting with their agent.
It functions the same as standard Appointment Schedulers. Refer to this article for more details.
Prescription Information
The Prescription Information section includes pre-configured fields for entering medications, dosages, and preferred pharmacies. Beneficiaries can add or remove prescriptions as needed. There is also an optional field for the consumer to add additional information about their pharmacies and prescriptions.
Note: The Preferred Pharmacies search field will display all pharmacies within a 15-mile radius of the entered ZIP Code.
Provider Information
The Provider Information section allows beneficiaries to list their healthcare providers, including doctors, specialists, nurse practitioners, physician assistants (PAs), and health systems. Health systems may include clinics, hospitals, and specialty groups.
An optional field is also available for beneficiaries to add additional information about their providers.
Note: The Doctors search field will display all providers within a 25-mile radius of the entered ZIP Code.
Confirmation Page
The Confirmation Page displays a customizable thank-you message confirming the successful completion of the portal. It also includes your agency’s name and logo, same as the Cover Page.
Troubleshooting scenarios
The beneficiary didn’t receive the portal link
- Confirm that the beneficiary’s email address is correct.
- Have the beneficiary check their spam or junk folder.
- Ensure the sender's email address is not blocked.
- Have the beneficiary contact their agent to resend the portal link.
The portal link won’t open
- Check with the beneficiary and make sure they have a stable internet connection.
- Have the beneficiary try opening the portal link in a different browser (Chrome, Firefox, Edge, or Safari).
- Have the beneficiary clear their browser cache and refresh the page.
- Re-send the portal email and link. The beneficiary has 48 hours to complete it before it expires and shows an error message.
The beneficiary can’t enter their information
- Ensure all required fields (marked with an asterisk *) are filled.
- If a field isn’t working, have the beneficiary try reloading the portal.
The beneficiary can’t complete the portal
- Double-check that all required fields are completed.
- Have the beneficiary look for any error messages indicating missing or incorrect information.
- If the portal still won’t complete, have the beneficiary close and reopen their browser, then try again.
The beneficiary exits the portal before completing all pages
- If the beneficiary exits before clicking 'Submit' on the final page, their information won’t be saved and they’ll need to start over next time.
The confirmation page didn’t appear
- If the portal is completed successfully, have the beneficiary check their email for a confirmation message.
- If the beneficiary is unsure whether their information was received, have them contact their agent.
Common questions
Will the beneficiary’s AMS+ record be updated if they update their address in the Rx Collect portal?
Yes. Refer to this article for more information on the contact information-related fields that will update in AMS+.
What is the search radius for pharmacies and providers?
The pharmacy search covers a 15-mile radius, while the provider search extends to a 25-mile radius.
Does the beneficiary need to finish the entire portal for their information to save?
Yes. The Rx Collect portal saves progress as the beneficiary clicks ‘Next’ on each page, but their information is not stored for future sessions unless they click ‘Submit’ on the final page. If they exit before submitting, they’ll need to start over from the beginning.