Overview

Pharmesol's AI-powered phone call automation addresses staffing shortages and growing call volumes for a specialty pharmacy. The solution not only increased their refill rate by 14% but also fully resolved a significant portion of patient interactions, reducing inbound call volume by 50% and alleviating staff workload.

A snapshot of the pharmacy

Willowbrook pharmacy is a growing specialty pharmacy that operates as part of OneroRx, an integrated pharmacy for underserved communities. Known for its white-glove service, the pharmacy has built strong relationships with prescribers and patients who trust them to handle prescriptions for high-cost, complex medications. The pharmacy is deeply committed to creating the best possible experience for its patients, offering personalized care, proactive communication, and enhanced access through services like prior authorization assistance and exclusive manufacturer coupons to ensure affordability and convenience. In recent years, Willowbrook pharmacy has expanded its range of medications and services, leading to increased responsibilities for staff and a higher volume of incoming calls.

Driving Growth and Revenue

• 14% increase in refill rates: Drove an estimated $1.2M in additional revenue in just one quarter and improved customer retention; scaling automation can further increase refill volumes and revenue as we scale to additional pharmacies with OneroRx.

• Streamlined workflows via AI Pharmacy Assistant: Reduced dispensing delays, enabling an increase in patient capacity and generating additional revenue without additional headcount and giving hours back to staff.

Improving Savings and Margins

• 50% reduction in staff-handled calls: Reallocated staff time to higher-value tasks, increasing operational efficiency.

• Simplified management: Ensured uninterrupted operations during staffing shortages, avoiding downtime costs.

Enhancing Employee and Patient Outcomes

• Higher staff satisfaction: Freed 30 hours per week for patient-focused work.

• Improved patient experiences: Reduced wait times, leading to higher satisfaction.

Challenges

• Staffing shortages and turnover

• Overwhelming call volume affected customer service

• Manual processes created inefficiencies and missed opportunities for refills

• Physical pharmacy space could not accommodate growth

Solution

• Inbound call automation for prescription status check, refill or cancel request, payment and delivery coordination, REMS coordination, copay amount check, general FAQ

• Outbound call automation to patients for payment and delivery coordination

• Outbound call automation to provider clinics and PBMs regarding prior authorizations

• Fully integrated with the pharmacy management software and phone system, the solution automates end-to-end workflows, including documentation, updating collected information, managing prescription queues, transferring calls to appropriate call queues, and triggering outbound calls

• The AI Pharmacy Assistant was customized to align with the pharmacy's specific workflows, including when to ask about injection dates, documentation style, and escalation criteria and pathways

At the core of our solution is a commitment to developing AI assistants tailored specifically for pharmacy operations. We understand that the true benefits of AI come not just from the technology itself, but from the expertise in its implementation. Our experience in seamlessly integrating AI into pharmacy workflows ensures that your team can maximize the value of automation, driving efficiency, improving patient care, and ultimately supporting your pharmacy's growth.

Take the first step toward transforming your pharmacy's operations — Schedule a demo today to learn how our solution can support your success.