Diagnosis Success: Prescription Solutions Overhauls Order Processing

A Captiva Success Story

Founded in 1993, Prescription Solutions is one of the industry’s leading pharmacy and medical management companies, serving managed care organizations, employer groups and third-party administrators nationwide. Altogether, Prescription Solutions provides its integrated pharmacy benefit management services to more than 5 million people nationwide.

The Challenge

The symptoms were unmistakable. Taking 16 hours to process nearly 15,000 mail-order prescriptions with a system engineered to process 6,000 prescriptions in 8 hours—and coping with a 20% average annual growth rate—Prescription Solutions’ mail service pharmacy was rapidly outgrowing its existing operation.

The diagnosis was simple: the manual paper-based process was inefficient and unable to support the current workload, let alone the coming year’s projected 3.75 million prescriptions.

The Solution

Prescription Solutions looked for a technology partner with the references, methodology and experience to implement and support a complete electronic order fulfillment system. Captiva and FileNet® were selected to provide an end-to-end logistical and technological solution to deliver greater efficiency, accuracy and customer service, while powering continued growth.

The overall project objectives were:

• Facilitate the current and future business growth of Prescription Solutions’ mail service pharmacy operations;

• Provide an integrated approach that focused on business value through renewed processes and enabling technologies;

• Significantly reduce data entry while increasing accuracy and turnaround times through the utilization of OCR/ICR technologies;

• Provide an extremely simple, intuitive interface while minimizing the number of data entry errors; and

• Use the most current imaging and document management technologies to implement a paperless process.

Captiva, FileNet and Prescription Solutions then designed a solution incorporating a two-way, seamless integration with Prescription Solutions’ current mainframe order-processing system. The intuitive user-friendly front-end would minimize training and facilitate the change management process.

The project plan proposed a two-phased delivery for the solution, minimizing the project risk for Prescription Solutions and facilitating a smooth transition to the new technology. Phase one provided the detailed system architecture and ensured that all modules worked as anticipated and seamlessly integrated with Prescription Solutions’ mainframe application. Phase two focused on designing and building system functionality for the end-to-end order fulfillment processes, including workflow infrastructure, an intuitive front-end, fax server integration, data capture and management reporting capabilities.

The Results

A complete Imaging Order Fulfillment Project was delivered to Prescription Solutions, on schedule and within budget—the company now has a state-of-the-art electronic imaging process and a vastly improved overall workflow. The removal of Prescriptions Solutions’ paper dependency has allowed the mail service operations to substantially decrease the turnaround time for order processing by enabling the department to re-engineer the way it does business. The resulting benefits include:

• The ability to process 18,000 prescriptions per eight-hour shift, an increase of 140%;

• An estimated operational savings of more than $700,000 in only one year; and

• A 14-month return on investment.

The end-to-end electronic order fulfillment workflow solution allows Prescription Solutions to stay well ahead of growing business demands. The company can now focus on new opportunities, while having the assurance that its solution will scale as its business grows.

“Over the past few years, Prescription Solutions has gained national and international recognition as a leading-edge mail service pharmacy,” said Bill Mickle, Vice President of Operations for Prescription Solutions. “With prescription volumes across the nation growing rapidly, the ability to deliver them by mail is a key capability and an important overall business strategy for our company. Our electronic order imaging process helps us ensure we can meet current demand and future business opportunities for this rapidly expanding segment of the pharmacy benefit marketplace. Most importantly, our electronic order imaging process and paperless workflow solution helps us ensure we deliver prescriptions via mail to our plan members efficiently, quickly and safely.”Operators who previously spent much of their day burdened with mundane tasks, such as collecting paper orders and physically delivering them to the appropriate area, now receive work automatically in electronic queues, and the system handles routing of completed orders. Job satisfaction has increased as operators save time and stay focused on value-added functions.

With higher productivity, maximized efficiency and greater customer and employee satisfaction, Prescription Solutions now faces a very healthy future.

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Captiva Software Corporation (NASDAQ: CPTV) is a leading provider of input management solutions. Since 1989, Captiva’s award-winning products have been used to manage business critical information from paper, faxed and scanned forms and documents, Internet forms and XML data streams into the enterprise in a more accurate, timely and cost-effective manner. These products automate the processing of billions of forms and documents annually, converting their contents into information that is usable in database, document, content and other information management systems. Captiva’s technology serves thousands of users in insurance, financial services, government, business process outsourcing, direct marketing and other markets. For more information, visit Captiva Software Corporation.