You read about USave Pharmacy in NCPA: nine phones, 200 calls a day, a team worn down by the ringing. This is the AI that answered those calls, and how it can answer yours.
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In “An intelligent shift,” USave co-owners Bill Snodgrass, RPh, and Travis Covey, PharmD, told NCPA how the Pharmacy Concierge took over their phones. Today an AI agent named Marissa handles the bulk of their calls, day and night.
“Now that we have gotten used to it, it's kind of a surprise when the phone does ring.”
Travis Covey, PharmD, USave North Platte
The decisions Bill and Travis made along the way, written as steps you can follow in your own store. A ten-minute read.
“We've got nine phones out in the work area and there were times when every one of them was ringing,” Travis told NCPA. “Every hour felt like a Monday morning.” Flip the board to see what the Concierge changed.
Refills, with or without the Rx number, go straight into your queue. Anything that needs a pharmacist is transferred instantly.
USave's phone lines
USave is a high-volume pharmacy. But the Concierge isn't only for stores taking hundreds of calls a day.
The highest-volume independent pharmacy in the country is live on the Concierge, running more than three times the call volume of USave.
A neighborhood pharmacy in Birmingham. Fewer calls than USave, but every ring still pulls someone from the counter.
“I don't have a phone tree. So we have a lot of calls just ring and ring and ring to voicemail.”
Tyler Shadix, Crestwood Pharmacy & Soda Fountain
Bill Snodgrass told NCPA most owners would be surprised if they did the math. Try it with your numbers.
That’s a full-time job, just answering phones.
Hand it to the ConciergeAfter hours, patients still reach a friendly voice. Refill requests land in your queue overnight, so the work is waiting when you open.
The same thing USave's patients hear: a natural conversation, not a phone tree.
Every call, right away, day or night. It verifies the patient by name and date of birth, or by their phone number.
With or without the Rx number. It finds their active prescriptions and lets them choose.
Straight into PioneerRx or Liberty, with pickup or delivery preference attached. Nobody typed anything.
Insurance issue or early refill? It transfers to your pharmacist instantly, with the context ready.
One partner for how patients and prescribers reach your pharmacy.
The AI voice agent that answers every call, takes refills into your queue and transfers to your team when it should.
We can provide your pharmacy's phone lines too, so your calls and your AI agent work together from day one.
A fax solution for prescriptions and prescriber paperwork, alongside your calls.
Your phones get answered day and night, so your team can be there for the patient in front of them.
Watch it live with other owners, or try it on your own lines.
45 minutes with other pharmacy owners who read the NCPA story. Watch the Concierge take real calls, then ask anything.
Every Wednesday at 12:00 pm Central
Your first 300 calls are on us. We handle the setup with your PMS, and you hear the difference on your own lines. Always month to month, no long-term contracts. Through December 31.
Yes. Thinkrr is fully HIPAA compliant and SOC 2 certified. Patient data is encrypted in transit and at rest. We're built for healthcare from the ground up.
Traditional IVR makes patients press buttons and enter prescription numbers. Most patients give up and press zero, which means your staff answers anyway. The Pharmacy Concierge has an actual conversation. It asks for their name, looks them up, finds their prescriptions, and handles the refill. No menus, no button mashing.
It transfers to your team immediately. No one gets stuck in a loop. Your staff picks up and handles it from there.
Most pharmacies are live within 2-3 weeks. We handle the integration with your PMS (PioneerRx or Liberty) and configure everything to match your workflow.
We'll work with you. Our goal is to find a plan that matches your volume, not penalize you for busy days.
Yes. No long-term contracts. We earn your business every month.
