How AI Call Automation Boosted Refill Rates and Reduced Call Volume for Willowbrook
How TJM Labs Voice AI took over inbound patient calls and outbound outreach at Willowbrook, a growing specialty pharmacy, lifting refill rates 14% and cutting the calls staff handle in half.
Results at a glance
The pharmacy
Willowbrook is a growing specialty pharmacy and part of OneroRx, an integrated pharmacy serving underserved communities. It is known for white-glove service: prescribers and patients trust the team with high-cost, complex medications, and the pharmacy goes out of its way for patients with personalized care, proactive communication, prior authorization assistance, and manufacturer coupons that keep therapy affordable.
As Willowbrook expanded its range of medications and services, the staff’s responsibilities grew with it, and so did the number of calls coming in.
The challenge: more calls than the team could answer
- Staffing shortages and turnover made it hard to keep the phones covered.
- Overwhelming call volume pulled attention away from the service the pharmacy is known for.
- Manual processes created inefficiencies, and refill opportunities slipped through.
- Limited physical space meant the pharmacy couldn’t simply add more people to absorb growth.
The solution: Voice AI built around Willowbrook’s workflows
TJM Labs Voice AI took on the calls that were consuming the team’s day.
Inbound patient calls, handled end to end:
- Prescription status checks
- Refill and cancellation requests
- Payment and delivery coordination
- REMS coordination
- Copay amount checks
- General questions
Outbound calls, placed automatically:
- To patients, for payment and delivery coordination
- To provider clinics and PBMs, for prior authorizations
The agent is integrated with Willowbrook’s pharmacy management system and phone system, so it completes the whole workflow rather than just taking a message: it documents each call, updates the information it collects, manages prescription queues, transfers calls to the right queue, and triggers outbound calls when they’re needed.
It was also configured to match how Willowbrook works, including when to ask about injection dates, how calls are documented, and exactly when and where to escalate to a person.
Key results
| Refill rates | Up 14% |
| Estimated additional revenue | ~$1.2M in one quarter |
| Calls handled by staff | Down 50% |
| Staff time freed | 30 hours a week |
The business impact
Growth and revenue
Refill rates rose 14%, driving an estimated $1.2M in additional revenue in a single quarter and improving patient retention. With fewer dispensing delays, the pharmacy could serve more patients and generate more revenue without adding headcount.
Savings and margins
Calls handled by staff fell by half, so the team’s time went to higher-value work. Management also got simpler: operations kept running through staffing shortages instead of stalling when someone was out.
Staff and patients
Thirty hours a week came back to the team for patient-focused work, and staff satisfaction rose with it. Patients waited less and got answers faster.
Why it matters
For a specialty pharmacy built on service, every unanswered call is a risk to a refill and to a relationship. Automating the routine calls protected both: more refills went through, the team got time back, and the white-glove experience held up even as call volume grew.
Calls stacking up faster than your team can answer?
See how TJM Labs Voice AI handles inbound calls and outbound outreach on your existing phone system and PMS, configured to your workflows.
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