eRX failing and who is actually placing the orders

Some of our providers are failing eRx MU measure.  Getting them to click the Rx Eligibility button manually on the telephone encounter is proving to be tough but slowly they are clicking it.  I am questioning whether the measure is also failing because the front desk staff is adding the medications to the TEs for refills.  Do you know if this is a factor?  Our nurses and CMAs are checked off in the system as licensed and credentialed but of course, not the front desk staff.  I think those users adding medications is causing alot of fails as well.  Any thoughts?
Thanks
Karen