Automate pharmacy refill calls with a voice agent
A pharmacy used an AI phone agent to verify callers, handle refillable prescriptions, and route tougher requests to staff or prescribers.
- What they did
- At Hells Canyon Pharmacy, TJM Labs connected Voice AI to the store’s current phone setup and pharmacy management software. During refill calls, the system matched the caller to a patient record, reviewed active medications, and either completed the refill or sent an unfillable request onward to the prescriber. When a question needed clinical judgment or more context, the call was passed to staff together with the relevant details.
- How it went
- Over its first 30 days, the agent dealt with 749 calls and completed 380 refill requests without staff intervention. The rollout happened 15 days after scoping ended.
- Tips
- A handoff path matters for unclear identity and clinical edge cases, and the agent should carry the call context with it. If you try this yourself, pause before any refill submission or prescriber request until a human has confirmed the action.
Try it yourself with Lindy
Set up a phone agent for [pharmacy name] that takes refill calls. Verify the caller with [patient identifiers], then check their open prescriptions in [pharmacy system]. If a refill can be done, prepare it for submission; if not, create a renewal request for the prescriber, but do not send it until a person approves. When the caller is not clearly identified, or the issue needs clinical review, route the call to staff and include the conversation details. End each call with a brief summary and send a daily report showing completed refills, queued requests, and handoffs.
Fill in the [brackets]. Agents can make mistakes, so review anything before it is sent, paid or deleted.
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