Case Study: a multi-state specialty pharmacy chain achieves 75-85% refill completion with Staffingly’s hybrid AI refill, PA, and copay support

a multi-state specialty pharmacy chain lifts refill completion to 75-85% with Staffingly

The customer, a multi-state specialty pharmacy chain, was struggling with significant operational inefficiencies. Their in-house processes were leaking revenue due to low refill completion rates of 30-45%, burning valuable PharmD time on lengthy prior authorization (PA) packet assembly, and missing copay assistance opportunities for patients. They sought a solution from the vendor, Staffingly, to implement AI automation for refill outreach, PA, and copay matching without compromising clinical care or compliance.

Staffingly deployed a hybrid AI solution that layered automated outbound voice calls, AI PA packet assembly, and AI copay assistance matching on top of a dedicated team of licensed PharmDs and patient-access reps. This approach allowed AI to handle high-volume tasks while humans managed all clinical and compliance decisions. The results were substantial: refill completion rates rose to 75-85%, PA assembly time was cut by over 80%, and the copay match rate reached over 90%. Staffingly's solution helped the pharmacy chain recapture an estimated $1.2M in annualized refill revenue while significantly reducing administrative burdens.