9 Pharmacy Benefits – Labor Savings Plus Other Cost Saving Intangibles
In summary, adding will call automation to a pharmacy’s workflow decreases labor across all stages of will call workflow, and significantly impacts harder to measure cost areas –
Compliance – adding will call automation increases patient safety by monitoring the validity of multiple prescription packages and enforcing that the correct package is presented to the correct customer. In addition to reducing the risk of patient injury, will call automation also decreases the risks of HIPAA violations.
Customer retention – will call automation greatly reduces the risks of making patients wait for ten or twenty minutes while searching for their misplaced prescriptions. This can cause customers to take their business elsewhere. Also frustrating is waiting in long lines while the will call staff searches for the prescription for the customer in front of you. In addition, frustrated customers can post negative reviews in social media. Thus, a single misplaced prescription can have a ripple effect on more than just the customer dealt the misplaced bag.Another customer service related issue is giving a customer an incomplete order when the patient has multiple prescriptions in the will call area. A will call automation system will identify all of a customer’s prescriptions (including family members) in will call and in other areas of the pharmacy (over-sized bags, refrigerators, secure cabinets, etc.). This greatly reduces the possibility of an annoyed customer returning to the pharmacy to pick up the left-behind prescription.
Customer satisfaction – will call is an important area in the pharmacy where in-store customers can directly view and experience improvements to their pharmacy experience. Will call automation provides a major service improvement for in-store customers. Will call automation contains additional features that can further improve search times for customers. One such option is to send out barcoded, customer package information through the pharmacy’s outbound customer texting service. This allows the customer to directly activate their bag search by displaying the barcoded message, on their phone, to the POS’s barcode scanner, thereby avoiding time spent dealing with the name confusion of spelling and respelling the customer’s last name to the clerk.
RTS inventory management – will call automation turns the labor-intensive task of locating aged inventory into a quick operation. Instead of avoiding the RTS process, staff can actually run RTS searches before the actual pull date and contact these customers. Pharmacies, that offer delivery, can offer these slow-to-pick-up customers free home delivery to convert a prescription, whose charge will soon be reversed, into a sale.