Healthcare & Pharmacy Operations
Pharmacies live in repetitive patient communication: delivery confirmations, refill reminders, address corrections, copay holds, prior auths in flight. Most teams handle it staff-by-phone, and patient data drifts out of date the moment it's not on the daily call list. We build assistants that work the queue HIPAA-aware — text and voice flows that confirm, correct, and update the pharmacy management system (PMS) automatically, escalating cleanly to a human when anything leaves the safe lane.
For pharmacies, infusion centers, and clinics handling high-volume patient communication.
The pains we hear from operators in this space.
Staff burns hours every day on the same five conversations: refills, deliveries, address fixes, copay holds, prior-auth status
Delivery confirmations and same-day adjustments slip through email, voicemail, and texts without anyone catching them
Patient contact info, addresses, and preferences drift out of date inside the PMS the moment nobody calls them
Adherence outreach — the 30 and 90-day refill cadences that drive Medicare Star ratings — keeps getting shoved to the bottom of the queue
Generic AI tools aren't HIPAA-aware and can't safely touch PHI (protected health information)
The internal systems we drop in to fix them.
Twilio + LLM agents that handle refill confirms, delivery scheduling, and address corrections end-to-end
Structured replies that update the pharmacy system automatically the moment a patient confirms
Escalation paths for clinical questions, complaints, or anything outside the assistant's safe lane
Adherence cadences (30 and 90-day) tuned for the cohorts that move Star ratings
HIPAA-aware logging, BAA-friendly hosting (the agreement HIPAA requires from any vendor touching PHI), and access control on every conversation
A few of the concrete pieces we typically ship.
Twilio + LLM delivery confirmation and address-correction agent
Refill reminder cadences with opt-out and adherence tracking
HIPAA-aware audit logging and access control on every patient touchpoint
Tell us what's broken.
We'll tell you what to build.
A 30-minute call. No pitch deck. We map the workflow you're trying to fix and tell you straight whether we're the right team for it.