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Streamlining Pre-Refill Patient Outreach at a Local Specialty Pharmacy

Case Study | How D2 Solutions helped an independent specialty pharmacy lower costs while enhancing its high-touch service model.
PROJECT
To streamline and automate the refill management process to lower operational costs and improve efficiency
CLIENT
Independent Specialty Pharmacy
SOLUTIONS
UltraTouch® Engage Platform

Project Overview

An independent, Kansas City-based specialty pharmacy faced a critical business challenge: how to reduce operational costs in an environment of declining drug margins without sacrificing their highly personalized, local patient service. Their existing refill management process relied exclusively on manual, time-consuming telephonic outreach, which was expensive and resulted in a suboptimal patient experience.

With limited capital for a large-scale, non-scalable solution, the pharmacy implemented UltraTouch® Engage. This strategic shift to a digital-first, automated communication platform allowed the pharmacy to significantly increase operational efficiency, lower its cost-to-fill, and free up valuable staff resources, all while preserving the high-touch service model that sets them apart.

Overcoming Implementation Barriers

Key Challenges

A Highly Competitive Local Marketplace

Improving refill management and lowering their costs-to-fill couldn't come at the cost of their key value differentiator: providing local, highly personalized service for their patients.

Financial & Resource Restraints

As a mid-sized pharmacy with limited access to capital, the client needed a cost-effective and scalable solution. In an industry facing declining drug margins, any new system had to eliminate, not add to, the overall cost of dispensing medication.

The UltraTouch Engage Program

Our Approach

The core of our approach was to transition the pharmacy from its costly, manual outreach model to a streamlined, automated one using the UltraTouch Engage platform. We targeted the most repetitive and time-consuming tasks within the refill management workflow for automation.

Instead of pharmacists and technicians making countless routine phone calls, UltraTouch Engage was configured to digitally manage key patient communications for refill coordination, payer assessments, and shipment confirmations. This strategic automation immediately removed the burden of tedious, telephone-based outreach from the pharmacy staff, allowing the platform to handle essential communications efficiently and at scale.

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UltraTouch Engage Impact

Results

The implementation of UltraTouch Engage fundamentally transformed the pharmacy's operational model. By shifting from a manual, phone-based system to an automated, digital-first approach, the client achieved significant improvements across its entire operation. Some results include:

  • The full time for each specialty refill coordination decreased from 24 minutes to only 4.5 minutes on average.
  • The average labor cost per refill coordination decreased from $10.57 on average to only $1.16 per refill coordination.
  • Compared to a 20% enrollment rate for competitor's specialty "texting" programs, UltraTouch Engage resulted in an 89% enrollment rate (patient completes survey, or remains opted-in even when not completing survey).
  • 65% of patients completed the pre-refill survey within 60 minutes of UltraTouch Engage sending the initiation.
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Summary

By partnering with us, the specialty pharmacy successfully modernized its operations without compromising its identity. The organization now experiences significant operational efficiencies, which directly lowers the cost-to-fill and provides valuable protection against industry-wide financial pressures. Furthermore, by freeing employees from repetitive tasks, staff morale has improved, and resources have been reallocated to other strategic initiatives that continue to differentiate their service in a highly competitive marketplace.

Own a patient engagement program as unique as your pharmacy.

Designed, developed, and supported by D2's team of healthcare leaders, UltraTouch® Engage brings manufacturers, providers, pharmacies and patients closer together, enhancing product access and resulting in better patient care. UltraTouch Engage offers automated, customizable patient outreach and onboarding that helps patients get therapy quicker, and keep them on therapy longer without sacrificing staff time and energy.
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