Case Study: Four Corners Pharmacy achieves improved workflow efficiency and secure texting communication with DrFirst Backline

Backline Secure Care Collaboration Improves Efficiency for Community Pharmacy

Four Corners Pharmacy is a small, independent community pharmacy in Delmar, New York, known for personalized customer service. As the number of non-dispensing tasks grew—insurance and formulary verification, medication histories, and chronic care management—pharmacists and techs spent too much time on phone calls and suffered frequent phone tag and HIPAA-related communication delays, hurting workflow and patient care.

Owner John Croce implemented DrFirst’s Backline secure texting in 2018, training staff and enrolling customers with clear opt-in processes and messaging cues. The secure texting solution delivered near-immediate responses (for example, customers quickly sending photos of insurance cards), eliminated much phone and fax tag, improved customer satisfaction, and freed pharmacists to provide new clinical services such as Medicaid home visits and direct, HIPAA-compliant communication with prescribers.

Four Corners Pharmacy

John Croce

Pharmacist and Owner