Retail Pharma PBM Order & Ship

Many pharmaceutical companies rely on Ushur's HIPAA-secure omni-channel Customer Experience Automation™ platform to support patient self-service for onboarding, orders, reorders product education, surveys, and more. This video shows an example of a prescription medication reorder and delivery updates delivered through Ushur's HIPAA-secure Invisible App. This enables convenient patient order self-service via their channel of choice without having to remember their login to a website portal or app, or having to wait on hold with a call center.

In this demo scenario a pharmacy or PBM is reaching out to a customer to remind them that they need to reorder medications. Reorder engagements commonly start with an SMS message as shown here. These messages may also be triggered via a phone system IVR when members or patients are calling in. Personalization data like the patient name shown here is pulled from client systems like a CRM or order fulfillment platform. The message is branded to the pharmacy or PBM for familiarity. A secure link shown below the text message leads to Ushur Invisible App where PHI and other information and documentation may be exchanged securely. No app download is required and no information exchanged during the interaction is stored on the user's phone. During this engagement data may be exchanged two-way between front and back end systems.

Here we start with two-factor authentication. The authentication process is customizable to fit client protocols and processes. On this screen patients are offered options related to their prescriptions. Here they can begin the refill process, update their insurance ID card, and add a new prescription. Let's show an example of an ID card update.

The patient will now see information on file related to their insurance coverage and have the option to confirm that information or update it. It's easy for a patient to update their insurance information just by taking a picture of their new ID card and letting Ushur's OCR capabilities fill in the needed information for them. This type of photograph and OCR functionality can work with other documents like a prescription.

At this point the demo shows a patient choosing to refill a prescription. In this scenario the patient is being provided information on the savings they can experience using mail order delivery. At this point they can choose the prescriptions they'd like to refill; they are able to select more than one medication. The patient can select retail pickup or home delivery. Next we'll show how Ushur supports home delivery.

Ushur Invisible App can incorporate smartphone functionality like the selection of an address on a map, as shown here. The map allows the patient to choose a delivery address for this refill. Other smartphone capabilities such as calendaring and even document e-signing may also be utilized within Ushur engagements.

The next screen pulls the patient insurance coverage and co-payment amount and allows them to confirm or update their payment method. Here we show the patient taking a picture of the credit card they'd like to use for their payment. Ushur's built-in OCR capabilities can scan the card and pull in needed information automatically. This information can be securely passed to client payment processing systems from here. Confirmation of the charge and the charge amount is shown along with the approval for this information to be stored in pharmacy or PBM back-end systems for future use. This screen confirms their order is complete. Once the order is shipped another SMS message can be sent to alert the patient of this update. The Ushur engagement can also provide the shipper name and shipment tracking number at this point if it's available in client backend systems. Delivery status updates may also be sent via Ushur to support clear communications through the full mail order journey.

Learn more about how Ushur can support you in augmenting live interactions with intelligent omnichannel self-service. Visit

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