Pre-Refill Patient Connections at a Growing Specialty Pharmacy

Background

WorkUp’s innovative cloud applications serve a rapidly growing roster of customers in pharma, specialty pharmacy, providers, payers, and call center / hub. 

Key client challenges: 

• A Kansas City based independent specialty pharmacy in a highly competitive marketplace sought to improve operational efficiencies in the areas of a) refill management, b) lower their costs to fill and c) preserving their key value differentiator of providing local, highly personalized service for patients.   
• As a mid-sized specialty pharmacy, this customer did not have access to a large capital pool and other resources to support a non-scalable solution. 
• Like all specialty pharmacies this organization operates in an environment of declining drug margins, this client knew it was imperative to eliminate rather than add to costs of drug dispensing. 

Prior to implementing WorkUp, this pharmacy relied exclusively on human based telephonic outreach with patients to communicate key elements of refill coordination, fulfill payer and manufacturer assessment requirements and ensure each shipment meets patients’ individualized preferences.  The high level of telephonic based activity resulted in high cost and less than optimal patient experience. 

Post WorkUp implementation, the organization immediately recognized operational efficiencies while effectively lowering their costs to fill. 

Results

Through the use of WorkUp the organization is able to maintain their competitive advantage.  Operational efficiencies are experienced, significantly lowering cost to fill and freeing up resources to focus on other organization initiatives.  Employees experience an improved morale by eliminating tedious telephone-based outreaches.  In addition, lowering their internal operational costs enables some valuable added protection against declining drug margins.