Explore the full range of solutions Helpware divisions provide:
Refills, prior authorizations, and copay questions move through one coordinated support team. Our pharmacy specialists handle the administrative work behind every prescription, helping patients stay on therapy and pharmacies keep up with demand.
From day one, our team starts handling refill requests, coverage questions, and prior authorizations inside your workflows. Patients get answers faster, prescribers spend less time on follow-up, and pharmacies keep prescriptions moving.
We hire, train, and manage pharmacy support specialists who handle refill requests, coverage questions, and prior authorizations on our infrastructure.
Your gain:
Lower operating costs, faster scaling during volume spikes, more budget for clinical and pharmacy staff.
Our specialists monitor refill and coverage queues throughout the day and respond within the service levels you define.
Your gain:
Fewer repeat contacts, higher patient satisfaction, fewer delays that hold up prescription fills.
Our evening and weekend teams work through open requests while your pharmacy staff is offline, prioritizing the oldest items first.
Your gain:
Shorter queues, steadier turnaround times, fewer escalations reaching pharmacists and prescribers.
Our QA team reviews calls and tickets against a written quality standard, then coaches specialists to close gaps and improve performance.
Your gain:
More accurate information, cleaner documentation, fewer callbacks caused by incomplete or incorrect answers.
We are fully compliant with all necessary data protection protocols and implement advanced security measures across our operations. This approach reduces compliance risks, simplifies audit processes, ensures transparency, and increases customer trust in highly regulated and sensitive environments.
We enforce strict access controls, ensuring security and confidentiality across on-site and remote teams to maintain the integrity of client data.
We collect only necessary personal data, retain it for defined periods, implement multilevel security, and provide full user control over it.
We safeguard protected health information through end-to-end encryption, secure access protocols, and real-time threat detection.
We secure payment data throughout processing and storage, continuously monitoring our systems to identify and address potential risks.
Our pharmacy support specialists work alongside AI to answer refill questions and process coverage requests, delivering accurate, timely responses that help keep patients on therapy.
We manage refill requests, renewals, and prescriber callbacks through one queue so nothing stalls.
From payer forms to status chasing, we keep prior authorizations moving so coverage decisions don’t hold up care.
Our experts help patients understand what a prescription costs before pickup, so fewer prescriptions get abandoned.
We provide shipment tracking, delivery windows, and support for late packages.
We handle prescription transfers in and out, including the prescriber calls each one requires.
Our team contacts patients before a refill lapses, helping them stay on therapy and refill on schedule.
Refills, payer requirements, and patient questions compete for the same staff time, whether you run a retail pharmacy, mail-order operation, or access program.
When the plan year resets in January, rejected claims and coverage questions arrive faster than the team can clear them. Helpware CX specialists take the overflow queue and work each rejection through to resolution. Turnaround times stay steady through the reset.
Routing gaps show up first on transfers, where a patient request waits on a prescriber call nobody owns. Our team assigns every transfer a single owner and a next-action date. Handoff steps stop stalling between teams.
Members hear different answers about the same formulary exception depending on who answers the call. Our specialists work from one approved answer set and participate in weekly calibration sessions. Response consistency holds as call volume climbs.
With pharmacists pulled into payer portals, dispensing slows and clinical checks queue behind administrative work. Our coordinators handle portal submissions, faxes, and status calls. Pharmacist time stays focused on clinical responsibilities during peak periods.
Get ROI projection for current support needs.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
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-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
-40% annually
/monthly costs with Helpware
vs
/internal team costs (approx)
Your requirements fall outside our standard parameters.
Shared Team Leader
Shared L&D Specalist
Shared QA Specialist
Account Executive by default
Shared Ops Delivery Manager
Admin/Finance/Legal support for the agents by default
1-2 Dedicated Team Leaders
Shared L&D Specialist
Shared to 1 Dedicated QA Specialist
Shared Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
Shared Real Time Analyst
2-5 Dedicated Team Leaders
0,5 to 1,5 Dedicated L&D Specialists
1-2 Dedicated QA Specialists
Up to half of a dedicated Ops Manager
Account Executive by default
Admin/Finance/Legal support for the agents by default
1 Dedicated Real Time Analyst
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*These projections are estimates for informational purposes only and do not represent a formal offer. Contact us for a personalized quote.
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AI gathers the information. Our specialists take the conversation. Coverage checks, claim status, refill dates, and delivery updates are available before the call begins, allowing agents to focus on patient questions, affordability concerns, and prescription access issues. Pharmacists stay involved whenever clinical judgment is required.
Returns authorization decisions in seconds when payer criteria are already met in the patient's record.
Verifies eligibility and benefit details in real time, helping agents provide accurate copay information without contacting the payer.
Identifies lower-cost covered alternatives before a patient abandons a prescription because of cost.
Reviews every recorded call and message against compliance requirements rather than relying on periodic sampling.
Help patients understand higher copays, explore assistance options, and coordinate next steps with the prescriber.
Escalate denied requests with supporting clinical documentation and keep appeals moving through the review process.
Recognize side effects or dosing concerns early and route them directly to your pharmacist team.
Communicate in your pharmacy's voice, from routine refill calls to difficult conversations with patients.
We set turnaround targets for refills, transfers, and authorizations, establish HIPAA requirements, and size the team for a predictable launch.
We hire agents with pharmacy and healthcare experience, run background checks, and build staffing around your prescription volume.
We train agents on your formulary requirements, escalation paths, and brand voice, so patients receive a consistent experience across phone, chat, and email.
We manage refill, transfer, and authorization queues daily, coordinate with payers and prescribers, and route clinical questions to your pharmacists within the agreed response window.
We review QA scores and contact drivers each month, reduce repeat contacts at the source, and recommend outreach strategies that improve refill rates.
Pharmacy support works best when the same team stays with the account. Our employee retention helps preserve knowledge of your workflows, payer requirements, and pharmacy operations, reducing ramp-up time and improving consistency over time.
Our clients consistently rate our support highly because we deliver responsive service, reliable execution, and a better experience for their patients and pharmacy teams.
Our high employee satisfaction helps us retain experienced specialists, giving you a team that builds knowledge of your workflows, payer requirements, and pharmacy operations over time.
Our global team provides coverage across time zones and languages, helping you keep refill, authorization, and support queues moving outside local business hours.
Clients stay with us because we continuously improve the operation, helping reduce escalations, improve turnaround times, and support long-term pharmacy growth.
CSAT
ESAT
locations
years average length of client partnership
From refill requests to coverage questions, pharmacy support depends on speed, accuracy, and consistency. We help clients deliver all three at scale.
Pharmacy support services cover the work that happens around a prescription, not the dispensing itself. That includes refill coordination, prior authorization follow-up, coverage and copay questions, prescription transfers, delivery support, and adherence outreach. Helpware CX provides these services for dozens of companies and maintains a 90% CSAT score.
Mail-order pharmacies, retail pharmacies, digital pharmacy platforms, pharmacy benefit managers, long-term care and infusion pharmacies, and manufacturer access programs all outsource pharmacy support functions. The need is often greatest where staffing is limited. According to the NCPA, roughly one in eight U.S. neighborhoods is considered a pharmacy shortage area.
Yes. Helpware CX operates under HIPAA and GDPR requirements and maintains SOC 2 Type II, ISO 27001, and ISO 9001 certifications. Agents work in access-controlled environments, complete protected health information training before handling live contacts, and operate within fully auditable processes.
Most pharmacy support programs begin with a 30- to 60-day pilot. At Helpware CX, we can scale from a five- to ten-seat pilot to several hundred specialists within 90 to 120 days. Recruiting, training, and system access are managed in parallel across our 19 global locations to accelerate ramp-up.
Pricing is typically based on the number of agents and support hours required rather than ticket volume. Most programs target 20% to 40% savings compared with an in-house operation once recruiting, facilities, licensing, management, and technology costs are taken into account.
AI handles many of the routine lookups and administrative tasks. According to Surescripts, automated prior authorization can return a median decision in 18 seconds when criteria are already met. CAQH reports that 94% of eligibility and benefit checks are already completed electronically. Human specialists handle affordability discussions, appeals, and any situation that requires judgment or clinical escalation.
Yes. Roughly half of patients taking chronic medications do not take them exactly as prescribed, and the CDC estimates the annual cost of medication nonadherence at $100 billion to $300 billion. Reaching patients before a refill lapses helps identify problems early, which is why adherence outreach remains a core part of pharmacy support programs.
