Case Study: Specialty Pharmacy Group improves patient care and efficiency with AgileThought Smart Assessment

How a Specialty Pharmacy Group Redefined Its Patient Care Program

AgileThought worked with Specialty Pharmacy Group, a specialty pharmacy and PBM organization, to replace manual patient assessment calls that relied on handwritten notes, inconsistent scripts, and individual staff knowledge. The challenge was to create a unified process and supporting architecture for patient care advocates so they could handle complex therapy variables, manage PHI safely, and improve consistency during patient service calls.

AgileThought implemented a Smart Assessment system, including its FQE (Fast Quick Entry) process, to guide PCAs through dynamic, rules-based patient conversations and automate routing, reporting, and record updates. The solution reduced PCA training time, improved productivity and patient care, increased reporting consistency, and connected assessments to a central PHI hub; it was rolled out in six months, scaled to millions of patients, and helped the customer save tens of millions of dollars in productivity benefits.