Everyware x AmEx Pharmacy

BACKGROUND:

AmEx Pharmacy is a national compounding pharmacy specializing in dermatology and the development of topical therapies. They help prescribers to provide patients with optimal treatment at an affordable price, regardless of location and insurance reimbursement.

The company initially served patients in Central and South Florida but has since expanded to 38 states. AmEx Pharmacy also serves a variety of home medical equipment (HME) companies and their patients.

PROBLEM:

Despite providing exceptional care to their patients, AmEx Pharmacy's customer service was lacking. Patients could not make payments on their messaging platform.

Instead, they experienced long wait times when paying by phone because of limited staff. These wait times led to missed calls and payment collections, which already took considerable time.

AmEx Pharmacy’s team also spent too much time trying to connect with patients, calling or texting five times for a prescription and twice for refills. These issues created a bottleneck and slowed down the company’s growth.

SOLUTION/PROCESS:

Solution:

We implemented our proprietary methods and tools to give AmEx Pharmacy’s patients the service they deserve. As a result, the company drastically reduced time spent contacting patients with our quick reply templates.

Patients also gained the ability to Pay By Text instead of paying by phone. This gave representatives more time to focus on bigger questions and more complex needs.

In addition, our platform’s convenient layout lets representatives reference and confirm customer information. Even training is easier and quicker with our platform, which includes our unmatched customer service.

Process:

AmEx Pharmacy decreased the length and number of steps in their process with our help.

First, they use a specialty pharmacy platform for day-to-day business, followed up with Everyware Quick Reply templates. Reps input the name of their medication into these templates to inform patients what medication they are taking.

The doctor then sends the prescription to that platform and AmEx determines the price and time to send the prescription. Next, a representative calls the patient, texting them to verify information and identity if they don’t get a response.

Then the representative sends a payment link and schedules shipment once the payment is complete. The pharmacy platform alerts the representative that a refill is due according to the refill date.

At that point, the streamlined process repeats.

RESULT:

AmEx Pharmacy recently reported a 51% Pay By Text conversion rate. Such a high conversion rate shows how effective Pay By Text can be and how much it can improve patient payment collection. Moving forward, we will continue working with AmEx Pharmacy to improve their payment collection further and address any changes to the industry or their practices.