Case Study

How Asepha Slashed Call Volume by 71% for a 340B Pharmacy

Call SMS Automation

148

inbound and outbound calls automated per shift

71%

self-serve call containment on routine requests

3.8 hrs

talk time saved per day
Challenges

Routine phone calls piled up faster than the team could resolve them, making it difficult to support patient requests.

As prescription volumes grew, the pharmacy was struggling to keep up with high-frequency inbound/outbound calls for refill requests, pickup reminders and delivery updates. Basic IVRs underperformed, pushing an increasing number of calls to staff.

Solution

Asepha deployed a call automation agent integrated directly into the pharmacy's PMS and customized to their workflow.

In less than 2 weeks, Asepha worked with the pharmacy to configure and deploy a solution tailored to their specific call flows, patient communication preferences, and operational needs.

The agent triages routine inquiries and escalates clinical concerns to pharmacists, enabling faster and safer patient communication without adding staff.

Inbound/Outbound Call Automation

  • Natural-language voice AI handles a wide range of pharmacy communications including refills, pickup updates, delivery scheduling, and follow-ups.
  • Captures patient intent and routes to the pharmacy team as needed.
  • Patients are authenticated using data in the PMS, requests are routed automatically, and logged with structured notes for audit compliance and continuity of care.

Events-Based Triggering

  • Automatically initiates outbound calls to the patient based on PMS-detected events, such as movement of the prescription into filling or outbox status.

Two-Way SMS Follow-Ups

  • Automated text prompts confirm refills, schedule delivery/pickups, and nudge patients to complete steps such as pre-appointment intake forms and post-delivery signature requests.

Governance

  • Dashboards provide visibility into call volume coverage, escalation patterns, and time savings.
  • Consent tracking, audit logs, and configurable user permissions ensure operational compliance.
Client Profile
Busy FQHC 340B pharmacy with 3 locations.
Size
14,000 patients per location
Location
Michigan, USA
Product
Call Automation

“Since going live with the virtual assistants the difference is crazy. We want to stick with Alex for the AI voice. He has grown on the patients and staff. We are going to implement Alex at our second pharmacy next week.”

- Pharmacy Owner

Results

The pharmacy reclaimed 3 hours of staff time daily, reduced patient hold times, and redeployed the team to clinical services and direct patient care

Meaningful Time Savings and Increase in Patient Satisfaction
The module handled 65-76% of routine inbound/outbound calls, significantly reducing manual call volumes for pharmacy staff. Patients experienced 30% faster responses to requests with minimal hold time.

Operational Efficiency
Pharmacy teams reclaimed a median of over 3 hours talk time per day, which was redeployed to clinical services and direct patient care.

Reduced Leakage from Partial Fills and No-Shows
Automated reminders and confirmations lowered last-minute refill requests. This reduced the number of partial fills and missed pickups, improving continuity of therapy and patient satisfaction.

Cleaner Documentation & Conversation Handoffs
Structured notes and centralized logging reduced rework, preserved context continuity across phone, SMS, and patient app handoffs, and delivered a consistent audit trail across modalities.

Capture new revenue without increasing headcount.

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