Case study · Healthcare

Assisting a Pharmacy Leader Scale Prescription Fulfillment and Revenue

A premier compounding and mail-order pharmacy separated administrative refill work from clinical tasks with Fusion CX, increasing prescription fulfillment by 163% and growing revenue 192% while keeping QA scores above 90%.
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Assisting a Pharmacy Leader Scale Prescription Fulfillment and Revenue
163%
increase in prescription fulfillment
Client
Compounding and mail-order pharmacy
Industry
Healthcare · Compounding and mail-order pharmacy
Services
Refill intake and administrative pharmacy support
Delivery
The results

More prescriptions filled, more revenue earned.

Measured outcomes from the redesigned refill workflow.
163% | increase in prescription fulfillment 192% | revenue growth, q3 2022 to q2 2023 90%+ | quality assurance scores
01Challenge

Pharmacists were spending clinical time on routine refill tasks.

As patient demand grew, a premier compounding and mail-order pharmacy saw its pharmacists and technicians pulled into routine refill inquiries. Refill requests stalled on staffing constraints and manual bottlenecks, limiting conversion and leaving revenue on the table.

Under-used clinical expertise

Pharmacists and technicians handled non-clinical workflows.

Low prescription conversion

Refills waited when licensed staff were unavailable.

Revenue loss

Slow responses meant missed refill opportunities.

Patient frustration

Delays eroded patient satisfaction.

02Solution

Role-based intake that let pharmacists focus on care.

Administrative support agents took over initial refill requests, verification and documentation, so pharmacy staff stepped in only for clinical decisions. A structured, auditable handoff routed verified requests to technicians and pharmacists, with shared platforms and SOPs keeping both teams connected.

Role-based intake

Agents handle refill requests, verification and documentation.

Structured handoffs

Auditable routing sends verified requests to pharmacists.

Separation, not siloing

Shared platforms and SOPs keep teams integrated.

Real-time communication

Protocols keep clinical and administrative teams aligned.

03Impact

Faster fulfillment and sustained growth, without compromising care.

Prescription fulfillment rose 163%, with fewer delays and rework loops, and revenue grew 192% between Q3 2022 and Q2 2023 as conversion from intake to fulfillment improved. Quality assurance scores consistently exceeded 90%.

Pharmacists and technicians regained the time to provide in-depth care, manage complex cases and ensure compounding accuracy.

Growth came from aligning the right people to the right roles, not from adding staff.

04Key insights

What other programs can take from this.

  • Offloading administrative tasks lets pharmacists focus on clinical accuracy and patient safety.
  • Handling non-clinical workflows with precision improves patient experiences across the board.
  • A well-structured intake and handoff process keeps prescription refills moving without disruption.
  • Quality and scale can go together: QA stayed above 90% while fulfillment and revenue more than doubled.
  • Protecting the clinical team's bandwidth is a commitment to high-quality, sustainable care.
Download the full case study

In this case study, you’ll see:

The challenges behind low prescription conversion and lost refill revenue
How role-based intake, structured handoffs and integrated SOPs improved speed and quality
The measurable outcomes: 163% more prescriptions fulfilled, 192% revenue growth and QA scores above 90%
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Pharmacy Leader
Case study · Healthcare

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