Prescription Management: Two Custom Portals for Healthcare Workflows
A leading healthcare technology provider partnered with XpertApps to build two custom ServiceNow portals—a Pharmacist Portal and a Walkup Portal—streamlining prescription handling, insurance management, and patient care coordination.
40%
Faster Prescription Processing
Reduced end-to-end prescription handling time.
25%
Insurance Compliance Increase
Improved accuracy in insurance review workflows.
30%
Care Team Efficiency Boost
Streamlined coordination across care teams.
The Challenge
The healthcare provider managed prescription requests from multiple channels—mobile apps, SMS, and IVR systems—each with different data formats and workflows. Pharmacists needed a centralised view to manage requests, verify insurance, and coordinate with care teams. Patients needed a simple way to register for walkup services without complex forms or long wait times.
The Solution
XpertApps built two custom ServiceNow portals tailored to distinct user workflows:
- Pharmacist Portal – Centralised request management from mobile, SMS, and IVR channels with integrated insurance review and care management tools
- Walkup Portal – Mobile and web-based queue registration for patients, reducing wait times and simplifying the check-in process
- Unified data model connecting both portals for seamless handoffs between front-desk and pharmacy teams
- Certified and deployed with minimal disruption to existing operations
The Results
Prescription processing time dropped by 40%, insurance compliance accuracy improved by 25%, and overall care team efficiency increased by 30%. Both portals were certified and deployed without disruption to the provider’s daily operations.
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