Name: Measuring What Matters: The Impact of Pharmacy Analytics on Value-Based Care
Uploaded: 2025-04-17T18:16:04.947Z
Duration: 1 h 2 min 16 s
Description: Measuring What Matters: The Impact of Pharmacy Analytics on Value-Based Care

Transcript for "Measuring What Matters: The Impact of Pharmacy Analytics on Value-Based Care": Welcome to today's webinar hosted by enliven health. Today, our webinar focus is measuring what matters, the impact of pharmacy analytics on value based care. Thanks for joining us today. Before we get started, I'd like to highlight a few housekeeping items. Please type your questions in the q and a tab to ask questions throughout the presentation. We'll be sure to answer your questions during the dedicated q and a session towards the end of our time together. We are recording today's webinar, and the recording will be emailed to all those who registered. I'm delighted to introduce today's presenters. Carter Tatum is the solution sales and strategy manager for financial solutions at Enliven Health, where he leads his team to help community pharmacies get as much value as possible from our financial solutions. Carter has been working for over five years to drive growth and success for independent pharmacies and has worked with thousands of community pharmacies to help them understand the power of their data and analytics in order to help them grow their business. Crystal Trent is a certified pharmacy technician and serves as the pharmacy technician manager at Blue Ridge Pharmacy, the longest running business in the county, proudly serving the community since nineteen o two. With a deep passion for patient care, Crystal is dedicated to ensuring exceptional service and support for every individual who walks through the door. In addition to her leadership role on the pharmacy floor, she oversees key operational functions, including marketing, medical billing, third party reconciliation, and the medical adherence program. Now without further ado, I'll welcome Carter and Crystal to the stage. Hey, Goshin, everybody, and thank you all for being here. And thank you, Nikki, for your lovely introduction. And, also, thank you, Crystal, for joining us today for our webinar. Really excited to have you here. Thanks. Going over to our next slide. Absolutely. We're gonna put the review today's agenda just to get us started. So here's a second after the slide. We're gonna look at Enliven Health mission and vision. Following that, we're gonna actually allow Crystal just a few moments to introduce herself and talk a little about her pharmacy. Following that, we're gonna discuss and start reviewing some of our topics today. The first one being aligning pharmacy operations with quality metrics. We're also gonna discuss enhancing patient retention and satisfaction and what that looks like. Then lastly, to review optimizing adherence metrics for business impact. And after everything is said and done, we've reviewed everything that we've had scheduled today. We're gonna try to have some timers over at the end for the live q and a. So that being said, if at any point of the webinar, you have a question or even a comment or something you'd like us to speak on or maybe dive into a little bit deeper, there's a little q and a section. It should be on probably the right hand side of your screen. I would encourage you to add in a question or let us know, and I'll be keeping an eye on that. And throughout the webinar, if maybe we can jump on it at that time, we will, but, we'll try to get through as many questions at the end and make sure that we cover everything. And if we don't get to it, we'll make sure to reach back out to you and get you taken care of. So with the Enliven Health mission and vision, Enliven Health, we are here. We are dedicated, and our mission is to be the innovation epicenter where health and care unite at the pharmacy. We are dedicated to transforming pharmacies by providing them with the digital capabilities to optimize population health, deliver exceptional patient care, and cultivate sustainable growth. We advocate for a world where pharmacy teams stand at the forefront of health care, empowering them to practice at the top of their license and aiding them with their commitment to patient care, collaboration, and continuous learning. So our client profile, Crystal, you are here with us today, but we can probably see that you're also in your pharmacy. Would love to pass it over to you for some moment. I'd like to introduce introduce yourself and your pharmacy as we get started. Thanks, Carter. Thanks again for having me on today's webinar. I am Crystal Trent with Blue Ridge Pharmacy. I have been a pharmacy technician for fifteen years, and I have been in the same independent pharmacy, since the beginning of my of my career. I nursed for a few years before I started pharmacy, but decided I didn't, like the physical touching, but I still wanted to provide care for patients. So here I am at the pharmacy, and hopefully, they'll keep me around for a little while longer. You've been there for a while, and I'm sure you've seen a lot and done a lot, which is why I'm really excited to have you here today because I'm sure you have some really fun, unique perspectives, and we're looking forward to digging into some of those. Perfect. Yeah. I can't wait. Me neither. So speaking of that, kinda getting into our first topic here. You know, we wanna look at what it looks like in the pharmacy to align your operations with quality metrics. Right? When we say quality metrics, that can mean a lot of different things to any given pharmacy depending on what they're focusing on. You know, prime example is, like, adherence ratings and your, you know, PDC scores. Right? There might be some plans specifically that are paid for performance plans, or maybe you're just trying to make sure that you're taking care of patient from a specific prescriber on maybe specific medications. That's just one example. You could also be looking at quality metrics, meaning potentially, you know, your your refills, making sure you're refilling everything on time accurately, making sure that you're dispensing stuff appropriately and on time as well. There's so many different ways to break this down. But today, we wanna take kind of a deeper dive and focus on the first topic I mentioned, which was those adherence scores. So notice with these two bullet points here, there's a couple different options that we've just kinda, you know, wanted to highlight and make sure we cover today. And the first example you'll see is running the report. We love this example, and it's a prime reason why we have Crystal on the call today is because she's doing something unique. Right? She's looking at not necessarily, you know, what's been missed in trying to work, you know, you know, not proactively, but working and seeing what she needs to be addressing that have, you know, already happened. But she's being very proactive in her approach, finding the fields that are be coming up and gonna be due in the next, you know, say, three, four, five, six, seven days and getting ahead of those. So for some moment actually, Crystal, I wanna pass it back over to you and have you kinda speak on the refill report, what that looks like in your pharmacy, you know, how you're able to input that in the workflow and some of the results that you've seen. Absolutely. So we we, work based on, you know, work work less, or work harder. No. Let's see. I can't think of the saying. Anyway, we don't smarter. That's exactly right. Yes. Anyway Okay. I got it. So Monday and Tuesday is just in our pharmacy. That's when we're most heavily staffed, and we do like we have a a synchronization program, and then we also have a pack program, which is just essentially, you know, blister packing the, scheduled medications for patients. But the refill report, we will start we'll run it once a week, and we'll start on Wednesday just dumping it into our our workflow as we have time, you know, starting by the adherence ratings, you know, all those statins and diabetics and, blood pressure medicines, making sure that, a, we have, suggested that those patients be on our synchronization program so they don't have to worry about it. If they are getting behind, we can kinda say, hey. Why are you forgetting? What's causing you to forget? Are you just not taking it? And two, the we get to determine our workflow. So Wednesday through Friday, you know, we will dump those into the work flow. Second, we will do our I mean, everybody wants to make more money, so we'll do our high margin prescriptions after we get through our adherence meds. And patients really appreciate the the calls. Oh gosh. I forgot. I meant to call you this morning. You know? Yes. I wanna be on the sync program. I don't wanna have to come in two or three times a month to get our medicine. Put my husband on there too. So Yeah. I love what you said about how you're also using the same tool, the same report, and the same data to look at that other opportunity, which was the high margin. I love being able to find stuff like, you know, a refill report or whatnot where you can actually double dip. Again, working smarter, not harder, highly efficient, and being able to accomplish multiple things at the same time. And that's so paramount. That's so key right now in the industry. One of the most common things that we hear time in you know, day in and day out is that, you know, time is just so limited. Right? And if you can have something where you're able to, you know, accomplish and leverage or leverage your data to accomplish, you know, multiple objectives and, you know, key metrics, that's a huge win for the pharmacy and so important right now. To the other bullet point here, you're looking at, you know, new prescriptions coming in and, you know, we're seeing maybe a new prescription, maybe it's even a new patient or a new prescriber. Right? If you don't have the visibility into that, it can be really hard to stay on top of those. And I think what better time to set up a patient for success or put them on a MedSync plan or, you know, get them on maybe an over over the counter medication or whatnot than from the first time that they, you know, fill a prescription with us or whatnot. So for a second again, Crystal, can you speak to me a little bit about the new prescriptions that come in in your pharmacy and how you're leveraging, you know, the data and what that looks like for you and how you can turn those into winners? Absolutely. Like I said, you know, all the new patients, we will offer the synchronization program. But also with our new patients, we run the new patient report weekly, through myDATAMARK. And the new patients I mean, we are probably averaging 25 to 30 patients right now just during this allergy season. Of course, that fluctuates during the year, but, we will send them a welcome card. It's just a preprinted, greeting card that we have. We'll hand write the, address on there. So it is it is personalized, you know. Hey, miss Smith. You know? We appreciate you. And then it's just Blue Ridge Pharmacy. Let us know what we can do for you. Thanks for we we call ourself a pharmacy family with a PH, and it just welcomes them to the family. The birth date report too with the increase or the the higher margin well, we appreciate all of our patients. We cannot send a birthday card to every single one of them. So our higher margin patients and, you know, as a pharmacy, your pharmacy, you'll have to decide what that number is for you guys. And we just send once a month, we'll send out, you know, birthday cards to those high margin patients, the ones that we see, you know, month after month after month, the ones that we that know we appreciate them. You know, there's ones that come in for antibiotics, and we're probably not gonna see them again if they're 20 years old and they just have a a respiratory infection. We're not gonna see them often. And they really don't care whether they get a birthday card or not, but miss Smith who lives by herself, and probably doesn't talk to anybody, but maybe once a week when she comes to the pharmacy, they really do appreciate that. Yeah. And, yeah, yes, it takes some time to send those out, but it really does make a a big impact on those patients. And the one thing I think that's really great to mention in this like too is, you know, CBS or Walgreens, you know, somebody's big, you know, you know, chains or groups, whatever, they're not gonna be doing that. You're not gonna see Walmart or CVS sending out birthday card, and that's how you can win. That's how you retain these patients. Now that's how you continue to make sure that you're you're driving that patient satisfaction, which we'll get to in a little bit, but continue to win as as a pharmacy and as a pharmacist in the in the current market that we're in. I'm a move on to our question. We kinda touched on this, but I just wanna make sure we we dive in this a little bit more is, you know, across the board, as you are analyzing your data, Crystal, and you're identifying these you know, there's opportunities or issues. How, what recommendations I think would be a better way to put it? You know, how are you doing it? What recommendations do you do? It's all summed up for, you know, the sections we just talked about. Just selling the sync program, where we, you know it's a free program. You don't have to do anything. Just tell us that it is okay to, put all your prescriptions together and automatically fill them once a month when they're coming due within we try to do it within two to three days of the due date, just so we have an if we have a problem with a refill or, you know, anything like that, we can notify the patient and say, hey. We've reached out to your doctor, but we've not gotten the refill. It's time for you to have them refilled. You might wanna follow-up with them. The blister packing again, you know, the patients may be getting picking up the medicine every month, but then they're like, I have so many extra pills. Like, I don't know what's going on. Well, are you sure you're taking them? Well, I don't know. I think I am. With the blister packing, you can kinda see a trend, you know, if they're not taking them, you know. Oh, miss miss Smith, did you did you take them Sunday morning? It doesn't look like it. Well, I guess I didn't. You know? And adherence well, insurance is, you know, rating us and barking on us, it really does help the patient in the long run. They're so much better off if they're adherent to the medication. And if they're not gonna be, then why are they wasting the money on it? You know? We need to back up and try to figure out something else for them. Yeah. And I mean, I think a big part of that too is just opening that door to that line of communication. Right? I don't know, you know, I can speak for all patients, but I know some are more comfortable than others having those conversations with, you know, whether it's a pharmacist or someone in the pharmacy. And so having that, you know, option there to start that dialogue and be able to work through that with them is so important. Right? Because we at the end of the day, we're here to help these patients, and we wanna be their advocate and make sure that they're getting taken care of. And so being able to facilitate that, is another huge win right now for the pharmacy. So our next topic we're gonna we'll be reviewing is enhancing patient retention and satisfaction. We kinda touched on it actually, and I think a lot of what we just, you know, went through and reviewed can apply here as well, which again is why I love being able to double dip when looking at some of these reports or looking at your data or talking about these things. Right? And to me, the most important aspect of, you know, looking at enhancing your patient retention and your satisfaction is using data as your guide. Right? We can't sit here and say we're gonna call or send a card or email, whatever, every single patient that we encounter. But if we're able to, you know, easily and efficiently identify the patients that we wanna reach out to because of x y z, it allows us to be way more targeted in our approach, way more efficient, and not be maybe chasing down the wrong ones or or focusing on the wrong things, which is why I think it's really important. You know, we talk about this and do it. So leveraging data to identify outreach opportunities, again, is very important to make sure that we are capturing the right key metrics for our pharmacy, and we're touching on the opportunities for the the right outreach that we should be doing. And the first bullet point here is using data to target your outreach, to the patient that you wanna ensure that you retain. There's a lot of different ways to look at and boil down a a patient's journey in our pharmacy. I think a a perfect example is the patient value report. But within patient value, there's so many ways to look at that. Do you wanna look at their value based off their adherence scores or their profitability, their margins? You know, their maybe high cost prescriptions. You know, how much of their prescriptions are really high cost prescriptions for you that potentially could be dangerous. And so being able to either identify those is so important, but also being able to have those conversations with the patient with the right data and information is just equally, if not more, important. Mhmm. But that second bullet point, then applying patients with the highest monthly spend and often, you know, older patients, which we see can be true very frequently, and send them those birthday cards or calling them like you said, Crystal. You know, it makes such a big difference in the impact, on these patients. You know, actually picking up the phone and those phone calls, they just go such a longer way with, you know, with every outreach that you do. It's incredible. And then lastly, identifying new patients and sending the welcome card. But right all these, you know, bullet points that we're seeing right here is something that it requires data. Right? If we were to just try to, you know, dig into whatever, it'd be hard to find that crystal. Yeah. Please jump in. I was just gonna yeah. It definitely requires data and, I mean, a lot of people are probably like me. Like, I don't like building these reports. I thoroughly despise it, actually. So having them built for me and I can just click on a button, it is amazing. Yeah. And if if we can't take a little bit of time here for a second, Crystal, because you said that thing. It's a point perfect time to talk about it. You know, how did you implement some of the stuff that we're talking about into your workflow, and what does that look like day to day for you? We try to make the least amount of changes in the workflow as possible, and that's why we, you know, just gradually fill the downtime, I guess you could say, to put in those refills from the, refills due report or printing out the new patient report, and giving it to our customer service, representatives who can, in between patients, you know, look down, see, get a address written down, to miss Smith, you know, the birthday cards, happy birthday. You know? We're glad to be part of your family. You know? It just makes it so much easier, again, like I said, to just click the button because the report's already there, and I don't have to tell it what I want. It it's already there, and I don't have to worry about it. And if it's not theirs, then I can reach out to you guys and be like, where is it at? No kidding. And here's a great example the other day when we were talking about this was in a new patient report specifically. You'd mentioned that, you know, do you have a new patient that that you noticed in the last, you know, month or two or three has filled, let's say, 20 prescriptions, and they're all pretty high, you know, margin, good profit prescriptions? We wanna ensure everything in our power. We don't lose them. They don't go somewhere else or we're putting them on a plan. So those medications aren't being missed or picked up late because that's costing us dollars at the end of the day, and it's also hurting the patient's health because they're not taking it. Right? And so it's the stuff like that that can at the time you're doing it, it might not feel like it's a, you know, a a huge ROI task that you're completing. But a lot of these actions and steps that you're taking and that you've been talking about, Crystal, they add up and they snowball so much. Again, like, whenever you're you're spending just a few minutes here and there's, maybe had having that phone call or put them on a MedSink plan, you might think it's it's not gonna really return all that much. But over the course of a year, you know, we're talking about now, you know, hundreds or even thousands of prescriptions in some of these, your conversations we're having, it stacks up pretty significantly. Absolutely. You'd be pretty amazed with how like, the results you can see whenever you look at the data. Mhmm. The you look at, like, there's couple of seconds that it takes you to you know, what, thirty seconds to write an address on that envelope. Those thirty seconds might not be a big deal, but like you said, at the end of the year, those thirty seconds turned into, you know, thousands of dollars. You know? There was one report that, I did within the last year, with the, patients, patient rating. And I had everyone not that we don't like patients, don't get me wrong, but we have the the hard patients, the ones that are difficult to deal with, the ones that won't let you deal with them. They wanna speak to John or Cindy. They don't wanna talk to Crystal, or they wanna talk to a pharmacist and don't want a technician. You know? We all have those patients that when they call, we're like, this is gonna take forever. So I had I've sent out an email to all the employees, and I'm like, you tell me the least favorite patient you wanna talk to on the phone help over the phone. You know, they sent it to me. So I pulled up, you know, the report of their yearly spendings, profit our profit off of said patients, and just sent it back to said employee and was like, okay. Here's your patient, and this is the percent of your salary that they pay. Does that change your your outlook on maybe taking a little bit extra time to convince them that they do wanna talk to you and they don't wanna talk to Cindy? Like, oh, wait. Crystal can help them. John don't need to. You know, top thing. And that was a really eye opening report to see across the board. I mean, even with me and my pharmacist and our owner. I mean, he's just like, wow. You you you don't think about that. You see it small increments, you know, prescription at a time. But then when you look at it over twelve months, you're like, oh, wow. Yeah. It was a a phrase I've I've used a lot kinda recently is, you know, we're in the business of creating a healthy environment for your patient. Right? But you also need to make sure prescription not only is healthy for them, but healthy for the pharmacy, especially right now. Yeah. Because if we cannot make sure that we are emphasizing and focusing on healthy prescriptions for both the patient and the pharmacy and we start struggling, it's gonna be hard to provide services for the patients. So we gotta make sure that we're setting ourselves up for success so we continue to serve them with the best, you know, care possible and be the community epicenter for the health care change that we're trying to be. Right? I think you you said it perfectly. Anything else you wanna add here for this? I don't think so. And I'll check and see if the q and a Looks like we have a couple questions, nothing too specific, so we'll hold those for the end. But, again, sorry. Quick side note. If you're, if you're having any questions right now or think about anything you want us to touch on or you wanna ask and you want us to review later on, don't forget to throw them in that q and a. I'm gonna keep, my eye on it here as we continue to move on. So circling back over to you, Crystal, one more question, then we're gonna move on to another topic. What data points can you use to identify patients who might benefit from OTC recommendations? All of your chronic pain patients, you know, there's the c v d p CBD products that you can always, you know, suggest. We have a questionnaire that we give our chronic patient chronic pain patients, you know, to see if they're eligible for it. If they're interested in it, can can we help try to find one that's would benefit you? And then also we offer we have both adult and children's probiotic, and every patient who gets an antibiotic, whether they be five or 65. We're we offer them an cheap probiotic to take along with their, antibiotic just, you know, trying to help their gut health, stay good. You know? We don't want them coming back in and being like, now I've taken this antibiotic, and now I need, I need something for diarrhea because my stomach just tore up. You know? And because that happens. Even you can eat all day long, but it's it's inevitably gonna happen, taking those strong antibiotics. So that's a couple of things that we do for OTC items. Yeah. OTCs offer another unique opportunity for our pharmacy specifically because, you know, we know it's it's not going through the PBM or the payer or whatnot. And it gives us a lot more flexibility as a pharmacy owner, as a pharmacist driven technician to really, you know, not only adjust what they're taking and, you know, make sure that we're helping them as much as we can, Also recommend things that we're able to control in terms of the cost and the reimbursement because we get to control that. And I love what you said about, you know, they're on antibiotic, and that triggers something in you to say, hey. We should make sure recommending this OTC. I think it's worth mentioning, as you say that that you break this down by therapeutic category. We have reporting, and something that's very frequently used when looking at your OTC recommendations is dispensing and breaking it down by therapeutic category and seeing, you know, hey. They're on a sleeping agent. Maybe we could offer them some over the counter sleeping aids or whatnot. Or if you wanna take it even a step farther is use a named group. We have the option to make a custom filter. We call them name groups. And you could say, you know, put in all the, you know, different antibiotic drugs, and you can see any patient there that are on those drugs and use that as a targeted approach. So, again, being very targeted and the data that you're looking at and information that you're capturing to make sure we're hitting everyone that we can because, you know, this is a a big opportunity for our pharmacy, and this is a key metric for us that we're focusing on. We wanna make sure that we're optimizing the the ROI that, you know, we're we're putting in the time and energy and, you know, we're we're spending on this. Right? So, you know, great points, Crystal. And, again, you know, I think we have some questions coming through, but we'll get to those in just a minute. Okay. And so switching gears to leveraging data in a different aspect now. So looking at this, we're gonna be discussing leveraging data to combat the opioid crisis and keeping your patients safe. Right? It's there's a stat I I pulled up just recently, but, there's millions of patients, you know, suffer, you know, from, you know, opioid use disorder. And it's it's a big, you know, problem in America. And with the power of data and reporting and looking at what your patients are on, you know, I just mentioned the name group and therapeutic categories, but, you know, being able to specifically focus on opioid usage, we can make a big impact as someone in the health care industry and as a pharmacist who's you know, you are studies show over and over again that pharmacists and, you know, pharmacies are talking to their patients and encountering their patients so much more than their primary care physician or their or their doctor. And so being able to have our eyes on that, our fingers on the pulse and see, hey. Maybe something's going on here. You know, looking at it by prescriber, like, hey. We're seeing a lot of opioids coming out of this prescriber. Right? This patient is on maybe, you know, a couple different opioids or having, you know, an issue or we're, you know, we're seeing this and that. It's, you know, it's an indicator to us that we need to step in, and we need to make that difference, and we need to help that patient out. So I wanna pass over to you, Crystal, for just a moment. You know, talk us through, you know, what in the pharmacy in in your pharmacy specifically, what it looks like for you guys today, you know, verifying prescriptions, making sure that you're on top of those and having those conversations. So first and foremost, you know, we upon a new pain medication patient, we deep down or we dig deep down, and thoroughly investigate. Hey. Do we have a a relationship with the provider that they're going to? Because, honestly, there's we're small. There's not many pain clinics in the area, and we know the ones that's within a convenient distance, you know, the Canton area, Atlanta area, whatever. And if but if we can't verify that we have a relationship with the doctor, of course, we have the PDMP that we can do as Georgia, the, DEA reporting for all controlled substances. If we can't verify within if it's a chronic pain, you know, a thirty day supply, fifteen thirty day supply, If we can't verify the last field, we will go to the PDMP and check, you know and, fortunately, being in North Georgia, I'm so close to Tennessee and North Carolina, and we are a tourist area. My PDMP in Georgia, I'm able to check North Carolina, Tennessee, and Florida's, DEA, dispensing. So we're we will log in to that, you know, to check the the last fill date. And there's been several times, you know, especially for new patients that were like, you know, you it's not time to fill yet. They come in and they're like, oh, well, my pharmacy don't have it. You know, I don't have insurance. But then PDMP is like, I bet your pharmacy did have it. It's just too soon, and you didn't wanna go to your pharmacy. Or, oh, this isn't the same doctor that you've been using. And then those who are, you know, monthly patients of ours that we see month after month after month, we have recently started, MME paperwork, for just the com combined maximum MME, anything over 90, we are sending to the provider saying, hey. You do realize that patient is taking oxycodone and Percocet. You know? Yeah. If it's low doses, that's can be normal, but your MMA is over 90. Like, we might need to look at this. They're also taking Xanax and, you know, Soma on top of that. Like, maybe we wanna check this. Did you know that they were prescribed that by their primary care? And we have honestly, called us several and like I said, it's only been in the last month that we started implementing that, and we've not I'd and I hate to say the word caught, but we have identified several mishaps between pain clinic and primary care that aren't talking to each other. And, unfortunately, there's pain clinics out there that's not legitimate. They may be licensed and started doing a good thing in the beginning, but in the end, they're they're not legitimate pain clinics, and it's very dangerous and scary. Yeah. It really is. And, you know, we talked about this too the other day, but I think it's so it rings so true. And in this in this instance, in really any any instance in the patient's care is, you know, the pharmacy, y'all are the last line of defense, these patients. You know, a lot of these prescribers, like you mentioned, they're not talking to each other. They don't know what their person's prescribing. Another example was that this patient I had heard been talking to a pharmacy not so long ago, they were going to two different doctors for kind of a similar issue, almost the same exact issue, and both doctors were prescribing different medications, trying to figure out what's going on. It was causing the patient to have other symptoms, and it it's turned it snowballed into this whole really big health care crisis for the patient, and they were, you know, on a trend to be in a really bad position. And because the pharmacy was on top of it and watching it and had reporting to easily identify that, they're able to step in and make a big difference for that patient, and actually, you know, put them on the right track towards being much healthier. And I can only imagine what would have happened if they didn't catch that. But, again, you know, all comes back to as a pharmacy, you guys are truly the last line of defense for these patients. And being able to quickly and easily see whether it's by prescriber, by patient, you know, even by ZIP code, you know, where these opioids are going, you know, what that looks like, what's going on, and where you have an opportunity to, again, make that impact by having that conversation with that patient makes all the difference. Absolutely. And so a couple, last talking points here, then we're gonna get into some questions for Crystal. As we're gonna discuss, you know, optimizing adherence metrics for business impacts. You know, I mentioned this earlier, but, you know, some of the plans out there are paid for performance. Or we know that with some plans, if you can hit certain metrics, they'll give you, you know, a bonus or a check because they want your the the patients to be adherent to help minimize the potential risk of them being reminiscerned to the the hospital or going back to the doctor and whatnot. At the end of the day, it does make sense because we want the patients to be happy, and that's what we're here to do is to serve them. And so as we, you know, kinda discuss that and review it, we're gonna kind of focus on for a little bit is improving the pharmacy profitability, you know, while also looking at some of those other metrics like adherence. Right? And, again, double dipping is is so important to look at and to focus on. You know, finding areas like we've discussed and that, Crystal, you talked about, we're able to, you know, knock out multiple birds with a single stone is so crucial. We need to be very diligent but very efficient with our time because we know we don't have a ton of it. And so some metrics here we we highlight that, we wanted to make sure we discuss for, you know, for tracking, for improving your property, specifically now as we talk through this, is missed refills. You touched on this earlier, but the one of the best places and easiest places to start is just look at your missed refills. Do you know as a pharmacy owner or a pharmacist or even a technician which patients when of those patients, which refills are being missed and how they're affecting you. Right? If they're PDC refills, that's really gonna impact your adherence ratings. If they're high profit refills, that's gonna impact your bottom line. If they're high margin, same thing there. Right? It it's one thing just to look at all the refills that we missed. But being focused on our approach and making sure that we're looking at the right key points and, you know, the right indicators for our pharmacy is where we really start to see those wins. Another one here that we have is NDC optimization. So as a pharmacy, are you looking at all the different NDCs that you're dispensing for a particular drug and then making sure that you're focusing on the right one? A prime example of this, I was working with a store just the other day, and they were dispensing four or five different NDCs for the same drug. And they're dispensing this NDC a few hundred times a month. Or sorry, the drug a few hundred times a month. And they realized for the majority of the time they were dispensing that drug, it was for the lowest profit NDC. But when they realized that and switched to the highest profit NDC, they were able to increase their profitability by almost $5 a fill. Again, you know, I was I mentioned this before, but if you in the moment, you might think to yourself, this isn't very impactful. It's just $5. But when you times $5 by hundreds of fills a month, you know, that's at least $500 a month now that you're capturing. And, again, these make really big differences at every level of our pharmacy now for the rest of the year. I could not think of a better time than right now to look at your data and identify these things. We just finished q one. This is a perfect opportunity to look at q one, see where you're at with your patients, your NDCs, your your payers, you know, your adherence scores, and make sure you're setting yourself up for success for the remainder of the year. And lastly, I promise I'll pass it to you, Crystal, is payer performance. Which payers are providing your pharmacy with the greatest revenue, and how is that trending? You know, looking again, let's let's break it down. Q one compared to q four of last year. You know, for the different payers we work with, are we trending up or down in terms of all the prescriptions that we're filling with them? And what do those reimbursements look like? Are they paying us more per prescription? Is that tanking? You know, what's going on? Identifying those areas that, hey. Something's happening here. We need to be aware of this, and we need to address it and make sure we're making the right adjustments. Otherwise and we're potentially setting ourselves up for failure for the rest of the year. And so, I'm a pass it over to you, Crystal, let you touch on this slide, and have some more questions for you. But, you you know, Crystal, anything else you wanna add here or mention or talk through with with all the attendees and or maybe even recommendations that you think would be important to note? Definitely that missed refills report. Like, that is our favorite at Blue Ridge Pharmacy. And just we're talking about the, NDC optimization. Like, that is especially now, with the reimbursements from, insurance, that is probably the second number one thing that you should be looking on. And it's not always just the cheapest one from your wholesaler. While we wanna spend less to wholesale, sometimes the NDC that's a little bit more expensive is the one that you're gonna get reimbursed more on, and your profitability is gonna be more on it. But digging into the the NDC differences differences in the NDCs is a make or break. And I do know of some I have some pharmacy technician friends who are also an independent, but their owner or pharmacy manager don't give them the leverage in seeing the reimbursements back from the insurance company. If someone is processing a prescription for your pharmacy, they need to see that information. I know the chains don't really care, and I also have pharmacy technicians in the chains. They don't care. They they make money no matter what pretty much. But independent, if whether it be whatever your workflow is, whoever is processing your prescriptions, they it is a must that they see the reimbursements, because they're the first line of defense, the the filling. It's much easier to catch that at the beginning than it is at the end after you've processed it, you've counted it. Now the pharmacist is checking it. Oh, great. Now we're at a negative margin. Oh, wow. Here's this NDC that, you know, we made a whole lot more on. Let's go back and redo it all again. And, again, it's it's not always the cheapest one, but it's making time to see which one. And the there's a report, I think it's a a monthly report that what NDCs have you billed that's negative margin more than three times or, you know, something like that. And I'm sure any report it can be built on any, you know, NDC if or times it's been billed as a negative margin, but that is a definite report that you need to be looking at monthly at least, if not more often than that. Yeah. And something you mentioned that I I think is really important, just to drill in for a minute, is not trying to chase down things that have already happened. And, you know, in order to do that, be proactive. And we just talked about, you know, the NDC optimization, for example. Yeah. We see pharmacy all the time go in and see for a drug, they're dispensing, you know, say, couple different NDCs, and maybe one or two of them are losers. Every time they fill it, they're losing money. And instead of every time you're filling it, then saying, oh, we lost money on it. Now trying to go back in after the fact and and submit an appeal or try to reverse and bill it. That takes a lot of time and energy, and it's it's not easy to be you know, spend time out of our day doing that. But if we can be proactive and, you know, look at the NDC analysis and make those decisions or use the missed refill report to see, you know, what's been going on or the refill report to see what's coming up. We're gonna be, you know, the prescriptions due next week that are gonna really hurt our pharmacy with this money. We gotta get ahead of that. You know, be proactive, especially if you're looking at, you know, losses in your pharmacy. Looking ahead of time gives you so many more options to, you know, change the prescription, work with the prescriber, you know, you know, work with the, you know, the different tool in your arsenal. Whereas after it's already been dispensed and picked up and the patient has it and they're gone, you're really limited in what you can do. And so we're able to be much more proactive. Not only is it more efficient for time, but we have more options, and it's easier for us to handle those and address those and make sure that we're setting up, again, the patient to have a healthy encounter with our pharmacy, but also for pharmacy to be healthy in nature as well. Mhmm. Absolutely. And the number one question that people ask is, like, you have a full load. Where do you find time? Being proactive. You are proactive here because you've already learned from this mistake. Then you can implement another report or another workflow, project to work on. But definitely being proactive, gives you time to find other places where you can start to be proactive. It's a it's a lot better to keep someone adherent than it is to catch them up on their adherence. Yeah. And I think you're absolutely right there. And another big tip or recommendation, I know this has been instrumental for you, Crystal, is everyone that has, you know, at least my data mark, they get assigned a dedicated solution advisor that is there for them to assist them, whether it's training them or training their technicians or whatnot. And I want everyone on this call to know, you know, this does not need to be a one man army approach. As a pharmacy owner or just, you know, yourself as a pharmacist or as a technician, you can't be the only person doing this. And we are here to assist you in every step of the way. And whether it's training you or helping you set up some subscriptions or automations or training your staff, Here at LiveIn Health, we are here for you, to help you. We want you to be successful. So I think, you know, Crystal, if you can for a second, can you maybe touch on on that aspect? Our adviser, Diane, she is, was, will always be amazing. She taught me and Paul, my pharmacy manager, so many things that we could in turn teach and show our, fellow employees. But it's definitely your adviser is someone that you definitely need to lean back on, and not stop. We've went through stumps that, you know, I was like, I just I don't have time to learn anymore. I'm just gonna go with the reports that I have now and, you know, go from there. And then I'm like, you know what? If it's important, then I need to make time for it. And making money is important, and, being my patients being adherent at being, adherent to their medications, that's important to me. And if it's all coming together, then we're all happy. So definitely lean back on your adviser. If you have Diane as your adviser, then you are in great hands. Yeah. Diane's awesome. She she used to be a technician herself, and a lot of our advisers actually either used to be or or still have. I think, actually, pretty much all of them still have their license, but they've all worked behind the counter. They get it. They understand it. And, again, they're here to help you, and they want you to be successful, you know, here in Lemon Health. That's that's our our biggest mission is to make sure that we are giving you the right tools and helping you with those tools to make sure you can be as successful as possible. So we have, this question as well as two others, that we wanna make sure we ask, and I see some in the q and a. So we'll kinda go through these really quick. You know, we've we've have discussed this a little bit, but anything else you wanna add, Crystal, for speaking through the workflow changes that you've implemented that provided the greatest ROI? You know, any recommendations or anything that you wanna make sure that we highlight one last time, you know, that can help these pharmacies or someone listening or watching that, you know, get this implement or get this workflow implemented and see the results that you're seeing? Just may if it's important, make time for it. It's not gonna make time for itself, so staff your pharmacy to be able to do these reports. If that means I mean, like, what works for us, Monday and Tuesdays, we staff heavily so that we can get and we probably have 350 sync patients, if not more. I've I've really not looked at that, number lately, but and we probably have 50 or 60, Lister Pak patients, which is considered a sync patient too. So, we staff heavy on Monday and Tuesdays, and we get those knocked out so that we are able Wednesday through Friday to have extra time because we have been proactive and worked ahead, Monday and Tuesday to add to, following up on the the reports, giving, someone time to make those phone calls or, check the reports. So just you have to look at your staffing, and you have to give people responsibility. Your employees have to feel responsible for something, and giving them that duty, they'll be more we have seen that they'll be more apt to get it done if it is truly their responsibility. Yeah. And, you know, you you mentioned something the other day too about you can't try to find time. You have to make time. You you use the example of, like, the gym. Right? Like, you you know, I'm I'm gonna try to find time to go to the gym, but you have to truly make the time and carve it out and actually go to the gym. But, also, I I think the analogy is relevant is you have to put in the work and the energy and effort to see the results. Right? It's Mhmm. I think there's a direct correlation with anything that we talked about that the enter the the amount of energy and effort that you put in, the more results and the more ROI you're gonna see. Whether it's you're trying to capture more profitable fills, you know, focusing on, you know, patients on certain plans and their adherence or whichever, you know, challenge in your pharmacy that you're trying to manage or, you know, whatever goal you're trying to achieve, the amount of energy that you you put in towards it will directly result in the amount of, you know, ROI that you're seeing and capturing from it. But, again, instead of having to spend a lot of energy and time on something that maybe is not very efficient, you can make it a lot more efficient. So that way your time can go a lot farther. You're not spending that time trying to, you know, pull out of your PMS and then take into Excel and run crazy pivot tables or something. You know, being able to make it quick and easy so you can get right to it and start knocking it out is just so important. It makes all the difference. Absolutely. Little quick question for you here, Crystal. What are the top three adherence metrics that you believe pharmacy should be tracking? Definitely your high margins. That is self explanatory. I mean, if it's a high margin that's gonna make you money, then we're all happy. Keeping your patients adherent, whether it even if it's not your statins and diabetics and high blood pressures, even those who are on SSRIs or, you know, any anything, just making sure that they're adherent also gives them, the patient, more respect and trust in you, and they're more likely to reach out to you if they need anything. And then the third is the new patient, welcome cards. I feel like our probably our main not our main, but one of the most enjoyed piece of mail that we can send out, to someone who all they did was come and get their prescription filled. They're like, whoop de doo. It's a pharmacy. No big deal. But they picked us for a reason to begin with, and we in turn have thanked them for picking us, but and showing their showing them our appreciation, and hopefully, we will retain them. And, again, a minute ago, I I said it's easier to keep someone adherent than it is to get them adherent. It's easier to keep someone in the beginning than it is to try to find them later. Yeah. Those are three perfect metrics that I think really any pharmacy could adopt and start seeing some pretty significant results from those. Now why, you know, again, we're we're so happy to have you on and appreciate those, those metrics that you're able to share because it does make a big difference when, you know, I'm a pharmacy. I'm trying to figure out what should I be focusing on. Like, where do I start first? And lastly, before we get to the q and a, is what is the biggest benefit you and your team have seen from using pharmacy analytics and data in your day to day workflows now? Definitely being able the reports being, built for us and us not having to put that leg work into it. You know, that frees up time for you to be able to be more proactive. The word that we keep using proactive in all of your day to day, workflow, whether it be your sync program or your blister packing program or just your day to day, scripts, you can just go in there, click a button, there's your report, print, and it's it's good to go. I don't have to worry about, well, how do I go in and print this, or how do I make this this data? If you're not numbers, then that it's like gibberish on the screen. You're like, now what? I see all these these numbers and these patients, but what do I do with it? How do I make this report? And, I mean, that is the main thing. Like, quick, easy, effective, it's right there. Yeah. I don't really have a ton really to add on to that. You you've hit it perfectly. You know, proactivity is gonna be essential, and it you know, it's so wonderful watching pharmacies switch from trying to scramble every day to tackle all these different things to then being proactive and being efficient in their approach. And it just makes so much of an impact for not only, like, the pharmacy owner or the pharmacist, but with the whole staff. Because now you're not trying to do a million things all at once. You can, like you said, have your staff in maybe, you know, a little bit heavier on Monday, Tuesday so you can accomplish these things, and you're really setting up your your week, your month, your year for success in doing that. Mhmm. Alright. So one last quick announcement. I said we're doing q and a next. I lied. I'm sorry. But I wanna make sure that we highlight this. There's gonna be a scrolling link below. And what that is, it is a button for you to register to learn more. So that link will guide you to take you to registration for a webinar on April 24. It's gonna be a thirty minute webinar, and we're gonna be covering a guided walk through by us in LiveIn Health of what my data mart and your pharmacy, you know, look like whenever they work together, you know, how some of these tips and tricks and tools that Crystal mentioned and we talked about today, what that looks like in action, you know, what that looks like and integrate that into your workflow, and how you can use them, in real actuality and really see them and drill into those. So if you are interested, you wanna learn more, or you wanna join and maybe have some extra questions you wanna ask for us to review, we'll have q and a on that as well. Please hit that button. Let us know, that you want to join that, and it will take you again to the sign up page, and you can get signed up. And I would love to see you there, and be able to, you know, dive in deeper on some of these things and actually show you some of the stuff in action that we reviewed and talked about. Alright. I promise we'd get there, and here we are. Questions. I have some here saved. So the first question, I'm gonna tackle really quick, Crystal, and I'm gonna start throwing a couple at you. Pretty question for me is that someone is actually, listening right now to the webinar, and they're actually working in their pharmacy. They're asking about where they can actually go in the platform to get these reports. I took down your name, and I will send you, an email right after the webinar wraps up with the information and links to get to those. So, but keep it on your inbox, and I'll make sure to send that right over after we wrap up. Question for you, Crystal, is how do you find time for using these reports? How do you balance them with the operations? And you you've really touched on this a lot, but any other recommendations you have or how you can make this a little bit easier for yourself or for someone that's looking at doing these things? Again, you know, we've touched on it being proactive and making the time for it. I have been very fortunate that we have the staff that I can dedicate a little bit of extra time to these reports, But, again, it's not always possible. And if you find it important, then you're gonna find the five minutes that it takes to log on, find that report, and then gradually, you know, gradually throwing three or four patients off of that refills do report, into the workflow, you know, today, four or five tomorrow, you know, five or 10 the next day. You you can't throw it all in at one time. It's it's not gonna happen, and you're gonna be overwhelmed, and your staff's gonna hate you. But just a little at a time, baby steps, you know. Find find time today to do a little bit, and then that will become routine. And tomorrow, you'll be able to have more time for something else that you can start working on to be routine. You took the words right out of my mouth. I was gonna say baby steps, and I also say crawl, walk, run. And don't try to jump your analytics and do all this at once. It it can be very daunting to try to, you know, implement everything all at the same time. Find the crawling. Yeah. You know, and that's where it's important. As you're crawling and you're beginning to walk, it's you gotta make sure that you're starting with the right things that are gonna have the biggest impact to you. And if you're just shooting blindly or shooting in the dark, you're doing you're, you know, you're not doing yourself any favors. If you know and you're going into, you know, implementing a workflow knowing this is gonna have a good impact and the right impact on my pharmacy, on my patients, that's what we strive to do. And that's where the most important aspect of this, I think, comes into play. And I mean, we've we've worked on a few reports in the past and, you know, took time and tried to implement them, and we're just like, this isn't this isn't something that's gonna work for us. So not everything's gonna work for the every pharmacy. Yeah. And, yeah, that's why know, a tool like my Datamart or really any data analytics tool, it really important to have options. Right? You gotta make sure that you can they can choose and then have the different reports available to you to run so you can have what you need. And that's where I I think, you know, the tool that you're using right now is is so great because it allows you to have pick and choose. There's a lot of different options to look at and to run and to see. But, again, when you first see it, it might be daunting because there's a lot in there, and that's where you gotta know where to start. So that way you can Mhmm. Start and start making that time and then seeing the results so you can continue to, you know, put the time and energy towards it. Another question for you, Crystal. Do you find that offering over the counters and supplements to offset prescription side effects is well received by your patients. Do they appreciate the suggestions, and how is it perceived by them? Oh, absolutely. I would say nine out of ten patients are very appreciative. Thank you. I never thought about, you know, that. I you know, I'll eat with my my antibiotic, but I didn't think about taking the probiotic also, or, you know, the the anti inflammatory patient who we offer maybe an over the counter sports rub or something like that too. They are very thankful. Again, being part of their family, they they know that we're there for them, not just to try to sell them something. And making sure that what you do offer isn't isn't high dollar. Like, our probiotics, I think, are $6 for the patient. So not really a make or break. And if it's something if it's something that you believe in and the patient truly needs it, be willing to just give it to them. You know? We're all for profit, you know, wanting to make the money, but providing for them also makes them trust you more and appreciate your suggestions too. That's kinda makes sense for the pharmacy, but also it's gonna make for the patient. If you're Mhmm. You just start throwing a whole bunch over the counters that are, you know, very expensive at them, might not be super well received. But if you're giving them, you know, recommendations or suggestions that are truly gonna help them and are, you know, cheap in nature or, you know, cheaper than the the probably the co pay they're paying, You know, it's that would make a big difference, and it's very impactful. That's a really great point. And the last question I have and just to hit our mark, but, Matthew, one last question really quick. Is performance just starting out with analytics? What is the first report or first step that they should be tracking or what metrics should they be focusing on just to get started? If you have one last takeaway to offer. Back to the refills back in time and, oh, sorry. The refills due? Refills due. I I went back in time and was thinking, you know, because, Diane or Diane, she the first few sessions that we had, she's like, okay. I'm gonna give you these these reports that I think you will benefit from, and we're like, of course. Yes. We will probably benefit from these. But, my pharmacist asked, he said, which ones which one is the majority of your pharmacies running day to day? And it was the refill due. Not the refill missed because, again, that one, we've already missed that opportunity. While we would like to grab that back, it's it's already in the past. It's missed. But the refills do, we can still be proactive on those, and and go ahead and reach out to those patients to keep them from being past due. So, yeah, the refill due report is by far the one that I would say, if you don't do anything, do that or high margin. And that refill due report, you're gonna be able to classify, you know, the high margin anyway. So And that's the and I think perfect way to end it. Right? For anyone out there that's taking this information, digesting it, and now wants to go start running stuff, that's a great starting point. And, again, start with crawling and start with that report and then get walking, then you can start running. But I know over time, I wanna say thank you everyone who was able to join today. But also importantly, thank you, Crystal, for your insights, for your time. Now I know I learned a lot. We really appreciate you, you know, joining us today and for everyone else who's able to join and watch and listen and, you know, ask questions. So one last time I'll mention, if you wanna learn more information, you wanna get connected, hit that get demo button at the top of your screen. Let us know. We'll make sure to get you taken care of. And if you, if you need anything ever from us at Ivan Health, please feel free to reach out and let us know. We are here to help every single one of you guys. And, again, Crystal, one last time, thank you so much for your time and your insights. We really appreciate you being on here today. And, we'll, at that point now, wrap it up and say, everyone have a good rest of your day. Until next webinar, we will see you next time. Yeah. Thank you. Y'all take care.