For Patients · University Urology, PC
Prescription Refill Requests
All routine refill requests are handled through Klara — our secure messaging platform. Allow 3 business days. Do not call the office for routine refills.
How to Request a Refill
Three Steps to Request Your Refill
Refill requests sent through Klara are reviewed by your care team and sent to your pharmacy electronically. No phone call required.
Send a message through Klara
Open Klara at patient.klara.com or tap the “Message Us” button on any page of this site. Include your name, date of birth, the medication name and dose, and your preferred pharmacy name and location.
Allow 3 business days for processing
Your request will be reviewed by your provider or APP and sent to your pharmacy within 3 business days. Business days are Monday through Friday, excluding holidays. Plan accordingly — do not wait until your last dose to request a refill.
Pick up at your pharmacy
Your pharmacy will notify you when your prescription is ready. If your pharmacy has not received the prescription after 3 business days, send a follow-up message through Klara before calling the office.
Timeframe
What to Expect
Important Information
Before You Request
Include These Details
Your full name and date of birth · Medication name and dose · Preferred pharmacy name and location or phone number · Any changes to your pharmacy since your last visit
Request Early
Request refills at least 5–7 days before you run out. Refills requested on short notice may not reach your pharmacy in time, particularly around weekends or holidays.
Some Refills Require a Visit
If your medication requires a recent lab result, updated diagnosis, or it has been a significant period since your last office visit, your provider may request that you schedule an appointment before a refill can be approved.
Pharmacy Changes
If you have switched pharmacies since your last visit, include the new pharmacy name, city, and phone number in your Klara message. Prescriptions sent to the wrong pharmacy may cause delays.
Controlled Substances Cannot Be Refilled via Klara
Controlled substances — including opioids, testosterone, and certain other scheduled medications — require an in-office visit and cannot be refilled through Klara or over the phone. Please schedule an appointment through our office at (865) 305-9254 or via Klara.
Common Questions
Frequently Asked Questions
Can I call the office to request a refill?
We ask that all routine refill requests come through Klara. This allows your care team to review and process your request efficiently without phone tag, and creates a documented record of the request. If you are unable to use Klara, call us at (865) 305-9254 and our team can assist.
I sent a Klara message 3 days ago and my pharmacy hasn’t received the prescription. What should I do?
First confirm with your pharmacy that it hasn’t arrived under a slightly different medication name or from a different prescriber. If still not found, send a follow-up Klara message — do not call the office. We will investigate and respond promptly.
My prescription was denied by insurance. Can you help?
Yes. Send a Klara message letting us know, and include the denial reason if your pharmacy provided one. Our team can submit a prior authorization, suggest an alternative covered medication, or provide documentation your insurance requires.
Can I request a 90-day supply?
In many cases yes, depending on the medication and your insurance plan. Include your preference (30-day vs. 90-day) in your Klara message and your care team will accommodate when possible.
My medication is on the controlled substance list. What do I do?
Controlled substances require an in-office visit and cannot be processed via Klara or phone. Please call (865) 305-9254 to schedule an appointment, or send a Klara message asking to be scheduled for a medication management visit.
Request a Refill via Klara
Send your refill request now. Allow 3 business days. Include your name, date of birth, medication name and dose, and pharmacy.