Teleperson's Reimagined "Enhanced Contact Us Page" for Pharmacies

In J.D. Power’s 2024 analysis of customer satisfaction for pharmacies, they found that even the top-performing brick-and-mortar pharmacies saw overall satisfaction scores decline more than 10 points compared to 2023, with long wait times and difficulty ordering prescriptions key drivers. Another key finding: online pharmacies need to prioritize the use of digital channels, with just 18% of mail order pharmacy customers, specifically, saying their pharmacy offers a well-designed digital experience—that means 80% of such pharmacies are lacking in the digital experiences their customers expect. For retail pharmacies, only 51% - just barely over half - say prescriptions were filled quickly.

Indeed, in today's fast-paced healthcare environment, patients need more than just medications – they need a seamless, intuitive experience that helps them manage their health journey. Our “Enhanced Contact Us Page” for pharmacies is designed to address multiple challenges for both patients and other key stakeholders—their families, their doctors, and their insurance companies—acting as a hub for a single place to discover, request, and communicate with all involved. Below is a high-level overview and you can experience the prototype here.

The Pre-Authentication Experience

Unlike traditional pharmacy websites that gate all useful information behind logins, the Wellness Pharmacy Portal provides meaningful value from the very first interaction

Visual Call Tree System

Gone are the days of navigating confusing phone menus. The portal's visual IVR (Interactive Voice Response) system presents a clear, intuitive flowchart of options before patients even pick up the phone. This innovative approach reduces call times and frustration by preparing users for the conversation path ahead, while providing analytics to pharmacies on the most common patient inquiries.

This contextual awareness ensures patients always have the right information for their closest pharmacy without needing to search or enter information manually, while intelligent load-balancing helps distribute patient traffic across pharmacy networks.

This contextual awareness ensures patients always have the right information for their closest pharmacy without needing to search or enter information manually.

Next-Generation Secure Communication Hub

The HIPAA-compliant communication system enables comprehensive healthcare dialogue:

• Unified messaging inbox that consolidates communication from pharmacists, physicians, insurance providers, and other healthcare stakeholders

• Smart triage system that prioritizes urgent clinical messages

• Upload capabilities for medical images, documents, and previous prescription information

• Video consultation platform for remote medication counseling and clinical reviews

• Automatic translation services for non-English speaking patients

• AI-assisted message drafting to help patients clearly articulate health concerns

• Voice-to-text dictation for hands-free message composition

Comprehensive Family & Care Network Management

The platform reimagines healthcare coordination across family units and care networks:

• Hierarchical account management with customizable permission levels

• At-a-glance family dashboard showing medication schedules, appointments, and health metrics

• Coordination tools for household medication management and pickup scheduling

• Caregiver dashboards for managing multiple patients with complex medication regimens

• Medication delegation tracking and verification for safe administration

• Automated family health journals to track symptoms, side effects, and outcomes

• Emergency access protocols for first responders and urgent care situations

The Post-Authentication Transformation

Once logged in, the platform transforms into a personalized health management center with several standout features:

Intelligent Prescription Dashboard

The prescription dashboard doesn't just list medications – it provides a comprehensive visual overview of:

• Medication explainers in plain language

• Medication status with color-coded indicators

This includes additional language for prescriptions to support

• Supply timeline with days remaining

• One-click refill options

• Prescription history with detailed timelines

Single-view Notifications

The dashboard prioritizes medications needing attention, displaying those requiring refills or with pending status at the top. This includes both messages directly from the pharmacist, your doctor, family members, as well as news related specific to the prescriptions being taken.

Secure Messaging Interface

The HIPAA-compliant messaging system enables patients to:

• Ask questions about medications directly to pharmacy staff

• Upload images of concerns or previous prescriptions

• Receive medication counseling without visiting the pharmacy

• Schedule virtual consultations with pharmacists

Family Account Management

The platform enables primary account holders to:

• Manage prescriptions for family members

• Coordinate refill timing across the household

• Share medication information with caregivers

• Assign pickup authorization to specific individuals

Health Goal Management

To hel gamify healthcare, we are launching health goals, which would include:

• Ability for patients to set their own (or have family members set) health goals, which could be tracked

• Ability to share progress with others

Appointment Setting

To support effortless management of appointments, Teleperson’s Enhanced Contact Us page could offer:

• Scope overview of each appointment (whether virtual or physical) with results for past appointments

• Ability to cancel or reschedule appointments

Pharmacy Location Information

To support patients to find the right pharmacy, our platform could enable:

• Real-time wait times with AI-predicted busy periods

• Current staffing levels and pharmacist specialties

• Office hours with holiday notifications and emergency coverage details

• Interactive maps with parking information and public transit options

• Comprehensive accessibility features for each location

• Suggested alternative locations during high-volume periods

Personal Account

This platform will provide a single place to capture all of a patient’s information.

• All key patient information including health metrics, allergies and other data critical for all key stakeholders involved in the patient’s care.

• Insurance information, including all key data and the ability to download insurance cards (also the ability for patients to directly update and communicate updated insurance with the pharmacy.

• Healthcare provider information to support rescheduling appointments or even direct communication with the doctor if we’re integrated with the doctor’s office

• Key health metrics, like blood pressure, heart rate, etc. that patients can track (we could build the capability for patients to sync data from wearables, data which, in turn, can be viewed by the patient’s family, physician or pharmacist.

Technical Innovation Behind the Scenes

What makes the Wellness Pharmacy Portal particularly impressive is its technical architecture:

White-Label Flexibility

Unlike competitor solutions that force pharmacies into rigid templates, this platform offers complete white-labeling capabilities with:

• Dynamic theming based on pharmacy brand guidelines

• Custom content areas for pharmacy-specific messaging

• Flexible layout options for different device types

• Branded notification templates

Progressive Web App Approach

The platform uses a progressive web app architecture that provides:

• Native-like experience across all devices

• Offline functionality for viewing prescriptions

• Push notifications for prescription status changes

• Minimal data usage for patients with limited connectivity

Enhanced Authentication Security

The platform implements multi-factor authentication with adaptive security:

• Phone verification for sensitive operations

• Biometric login options on supported devices

• Session timeouts based on activity sensitivity

• Granular privacy controls for shared devices

Addressing Multiple Stakeholders

The platform delivers measurable value across the entire healthcare ecosystem:

For Patients

• Simplified access to comprehensive health information from multiple providers

• Reduced administrative burden in managing prescriptions and refills

• Improved understanding of medications and treatment plans

• Enhanced adherence through personalized reminders and motivational tools

• Greater transparency in healthcare costs and insurance coverage

• Streamlined communication with all healthcare providers

• Empowerment through health education and self-management tools

• Immediate AI-powered assistance through the "Ask Welly" feature for questions at any time

• More personalized experience with physician and family member profile pictures

• User avatar functionality that creates a stronger sense of personal identity and ownership

• Voice-enabled chatbot interaction for accessibility and hands-free operation

• Visual organization of health information with consistent color-coding and intuitive icons

For Pharmacies

• Significant operational efficiency through automation of routine tasks

• Higher customer retention and satisfaction metrics

• Increased prescription fill rates and adherence

• New revenue opportunities through enhanced service offerings

• Competitive differentiation in the marketplace

• Reduced administrative overhead and staffing requirements

• Improved inventory management and prescription forecasting

• Reduced call volume with AI-powered "Ask Welly" handling common patient questions

• Enhanced patient engagement through a more personalized digital experience

• Improved brand perception with visually cohesive and modern user interface

• Better patient preparation before calls with visual IVR system

• More effective communication through a humanized digital experience with bio photos and personalization

For Physicians

• Enhanced visibility into medication adherence and patient outcomes

• Streamlined communication with pharmacies and patients

• Reduced administrative burden for prescription management

• Better data for clinical decision-making

• Improved patient satisfaction and engagement

• Simplified coordination for complex medication regimens

• Higher quality metrics for value-based care programs

• Professional profile presence with physician photos creating better patient-doctor recognition

• Reduced redundant questions through AI-powered patient assistance

• More informed patients with visually organized medication information

• Enhanced trust through humanized digital representation with profile images

• Improved collaboration across care teams with consistent user interface and data presentation

For Insurance Providers

• Lower costs through improved medication adherence and health outcomes

• Reduced duplicate therapies and medication waste

• Enhanced data analytics for population health management

• More efficient claim processing and administrative workflow

• Improved member satisfaction and engagement

• Better formulary compliance and generic utilization

• Advanced fraud detection and prevention capabilities

• Higher member engagement through an intuitive, accessible interface

• Decreased call center volume with comprehensive AI assistance

• More informed members with better visualization of benefits and coverage

• Enhanced health education through AI-powered guidance and organized health tips

• Increased digital adoption rates with a more engaging, personalized experience

Looking Forward

Teleperson’s Enhanced Contact Us page represents a significant step forward in pharmacy-patient engagement. By focusing on user experience both before and after authentication, it creates a frictionless pathway to better medication management.

As healthcare continues to digitize, platforms like this will be essential in maintaining the human connection between pharmacies and patients while leveraging technology to improve outcomes. The seamless blending of convenience, education, and personalization creates not just a portal, but a true extension of the pharmacy experience into patients' daily lives.

For pharmacies looking to enhance patient engagement while reducing operational overhead, Teleperson’s “Enhanced Contact Us Page” offers a compelling solution that stands apart from one-size-fits-all approaches commonly seen in the market.