Prescription Management: Two Custom Portals for Healthcare Workflows

XpertApps built two custom ServiceNow portals—a Pharmacist Portal and a Walkup Portal—for a healthcare technology provider handling prescriptions across mobile, SMS, and IVR channels. The portals cut end-to-end processing time by 40%, raised insurance-compliance accuracy by 25%, and improved care-team efficiency by 30%—certified and deployed with no disruption to daily operations.

The Challenge

Prescription requests arrived across three channels—mobile apps, SMS, and IVR—each with its own data format and workflow.

• Pharmacists lacked a single view to manage requests, verify insurance, and coordinate with care teams.
• Patients had no simple way to register for walkup services without long forms or wait times.

The Solution

XpertApps built two custom ServiceNow portals tailored to distinct user workflows:

• Pharmacist Portal – Centralised requests from mobile, SMS, and IVR, with built-in insurance review and care management tools
• Walkup Portal – Mobile and web queue registration for patients, cutting wait times and simplifying check-in
• 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.

See more ServiceNow healthcare case studies for real certification results across other industries.

Frequently Asked Questions

How much faster is prescription processing after implementing custom ServiceNow portals?

The healthcare technology provider reduced end-to-end prescription processing time by 40% after XpertApps deployed two custom ServiceNow portals—a Pharmacist Portal and a Walkup Portal—that centralised requests from mobile, SMS, and IVR channels into a single, unified workflow.

What ServiceNow portals did XpertApps build for pharmacy workflows?

Two portals: a Pharmacist Portal for centralised request management, insurance review, and care coordination, and a Walkup Portal for mobile and web patient queue registration. A unified data model connects both for seamless front-desk-to-pharmacy handoffs.

What results did the prescription management ServiceNow project deliver?

The project cut end-to-end prescription processing time by 40%, raised insurance-compliance accuracy by 25%, and improved care-team efficiency by 30%. Both portals were certified and deployed with no disruption to the provider’s daily operations.

Were the prescription management ServiceNow portals certified?

Yes. Both the Pharmacist Portal and the Walkup Portal were certified and deployed with minimal disruption to existing operations. XpertApps builds for ServiceNow certification from day one—see our certification guide for how the process works.