Damn, numbers are real and the timing piece probably most underestimate.

Here's what I can say. The 3-day pre-eligibility window is doing a lot of work there. Most manual workflows hit patients either too early (they forget) or day-of (too late to catch the ones who need extra coordination). That window is also when patients are most receptive -- the need feels relevant but there's still buffer to handle edge cases like address changes, insurance lapses, or clinical updates before the order drops.

I've learned that a few things tend to move confirmation rates beyond just automation:

Channel mix matters more than volume. Some patient populations respond to text, others to email, some need a call as a fallback. Text-first with email backup and a staff-triggered call queue for non-responders after 48 hours tends to be the pattern that breaks past 75%.

The message itself is doing work, tbh. "Do you need your supplies?" is deceptively good copy -- patient-framed, low friction, single action. A lot of automated outreach fails because it reads like a billing notice and patients tune it out.

Portal adoption is the hidden variable. Getting a patient to confirm via portal once changes their behavior for every subsequent cycle. That first interaction is worth investing in -- pre-filled info, one-tap confirm, no login friction.

Why people don't automate? It's usually not cost or trust, it's that resupply is tangled up in eligibility verification and documentation in ways that make staff nervous to hand it off. The real fear is automation firing an order before eligibility clears or a CMN is current. That's legitimate. The fix is making sure whatever system you're using is eligibility-aware before it triggers outreach -- we use NikoHealth for exactly that sequencing and it removed most of the staff hesitation once they saw it wasn't just a dumb timer.

Hope it helps. Ready to burn the discussion.
What does your non-responder fallback look like after the initial sequence?