Zeal: Scaling Prescription Processing and Patient Communication with AI Automation

Objectives

Zeal Specialty Pharmacy set out to manage growing prescription volumes while maintaining its focus on rare disease patients. Their goals were to:

• Improve efficiency in prescription intake and data entry.
• Free staff from routine patient calls.
• Ensure high accuracy while scaling operations.

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Challenges

• Rising prescription volumes made manual data entry unsustainable.
• Staff time was heavily consumed by patient calls, limiting focus on complex cases.
• New prescription intake formats added to workflow complexity.

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Solutions

TJM Labs implemented automation tools to streamline workflows and patient communications, including:

• Three automation bots handling prescription intake and new document formats.
• AI Voice Agent collecting insurance information and answering common patient questions.
• Integrated support combining automation tools to scale intake and patient communications without adding staff.

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Results

• 82% of calls successfully handled by the AI Voice Agent.
• 50% of patient calls fully resolved by automation.
• <3% negative sentiment rate on automated calls.
• Increased ability to process intake and patient communications at scale without adding staff.

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Customer Impact

“TJM Labs helped us automate the parts of our business that were slowing us down. The AI bots and voice agent now handle routine work so our team can focus on supporting patients. For us, that balance of efficiency and care makes all the difference.”