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2026 Cencora ThoughtSpot Rewind | Part One · Pharmacy Podcast Network

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Speaker 1: You are listening to the global network of podcasters dedicated
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Speaker 1: to the pharmacy profession. Welcome to the Pharmacy Podcast Network.
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Speaker 2: Welcome to the twenty twenty six Sancora thought Spot rewind
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Speaker 2: hosted by Todd Yurii, founder and CEO of the Pharmacy
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Speaker 2: Podcast Network. Embedded in the Outcomes booth, this is your
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Speaker 2: direct line into one of the biggest pharmacy events of
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Speaker 2: the year. You'll hear interviews from real pharmacy owners, keynote speakers,
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Speaker 2: first time podcasters, and more, only on the Pharmacy Podcast Network,
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Speaker 2: made possible by the support of our sponsor, Outcomes.
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Speaker 3: Hey, this is Ross Frye, principal product manager at Outcomes
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Speaker 3: and here with the Pharmacy Podcast Network.
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Speaker 4: Excited to chat with you today. Tom.
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Speaker 5: All right, I'm telling you what we just got done
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Speaker 5: having a amazing session, and you were talking with us.
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Speaker 6: It's been like three or four weeks.
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Speaker 4: Yeah.
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Speaker 5: The independent community pharmacy today is preparing for massive changes
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Speaker 5: already happening, and it's just not when I entered twenty
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Speaker 5: two years ago. Absolutely not the same. So much more
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Speaker 5: technological support, so much more new opportunity. I want you
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Speaker 5: to tell this from your perspective because you see this
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Speaker 5: with hundreds of different outcomes users and you're seeing things percolate.
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Speaker 6: So I get excited when to talk to you.
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Speaker 4: Yeah, no, thanks, Tod.
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Speaker 2: Yeah.
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Speaker 3: Like we've talked about in the past, especially as we
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Speaker 3: look forward into twenty twenty seven, huge opportunity, a wave
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Speaker 3: of opportunity coming towards independent pharmacies specifically which will come
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Speaker 3: in the form of comprehensive medication reviews really coming back
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Speaker 3: in full force and being available at a scale we
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Speaker 3: haven't ever seen before. So we're talking about pharmacist having
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Speaker 3: three even four x the number of opportunities that we
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Speaker 3: know is going to be a big unlock between I
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Speaker 3: can't participate because I can't make this a part of
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Speaker 3: my daily routine to get me going. How do I
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Speaker 3: get all of my staff behind this and think about
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Speaker 3: that mindset shift that we know that needs to happen
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Speaker 3: there to your point, the pharmacy, you know, I've been
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Speaker 3: with outcomes for fourteen years now and seeing how MTM
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Speaker 3: has shifted and then how pharmacies have shifted around around that,
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Speaker 3: you know, it looks way different, but in some respects
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Speaker 3: it looks very similar. So how do we help pharmacies,
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Speaker 3: and especially community pharmacies, to really step up to that
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Speaker 3: plate for twenty twenty seven. It's all about thinking about
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Speaker 3: that mentality and that mindset of what it means to
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Speaker 3: be a clinical center of excellence in your community.
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Speaker 5: Russ, let's talk about the why I'm going to go
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Speaker 5: upstream for a second. For listeners, you're the pharmacist, you're
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Speaker 5: the pharmacy technicians. You're caring for people in your community.
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Speaker 5: You're asking them, have you had your annual you know,
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Speaker 5: health review?
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Speaker 6: What's going on?
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Speaker 5: If we go upstream, we have primary care who's overloaded. Yeah,
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Speaker 5: they can't see patients for just anything. It has to
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Speaker 5: be more major things. And now it's your independent community
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Speaker 5: pharmacy that can pick.
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Speaker 6: Up a lot of that gap exactly.
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Speaker 5: And being able to say to a senior person who
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Speaker 5: has thirteen meds and they're not sure what's going on
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Speaker 5: and they're confused, or you know, a person going into
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Speaker 5: sports sports heavier and they have some allergies and they
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Speaker 5: want to dial into how's the pharmacists help me? Kind
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Speaker 5: of like make more of this. There in lies the
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Speaker 5: secret sauce totally what our independent community pharmacies are we
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Speaker 5: going to.
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Speaker 3: Do those relationships, Just that face to face conversation that
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Speaker 3: we know is happening in that community. Pharmacy really unlocks
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Speaker 3: so much more in how you can become that much
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Speaker 3: more of a powerful advocate for that patient.
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Speaker 4: I'll hit you with the story myself.
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Speaker 3: I've got a kiddo two year old daughter at this point,
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Speaker 3: has some long term disabilities, went through open heart surgery
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Speaker 3: at eight months old, and through all of that. Yeah,
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Speaker 3: it's a lot, and having a pharmacist to come alongside
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Speaker 3: of the rest of her care team was a huge
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Speaker 3: unlock for us because you can imagine you're in the hospital,
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Speaker 3: you're out of hospital, you're in hospital, you're out of hospital.
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Speaker 3: The shifting that her medication regimen took over that period
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Speaker 3: of time, it was so vital for us to be
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Speaker 3: able to successfully care for her through that journey. And
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Speaker 3: it all comes back to the relationship. I'm fortunate in
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Speaker 3: my work. I'm sitting with pharmacists day in and day out.
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Speaker 3: Not everyone has that resource available to them, but what
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Speaker 3: they do have is they've got that community pharmacist that's
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Speaker 3: ready to help them where they are and to your point,
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Speaker 3: knows them, knows Todd and knows what you're going through,
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Speaker 3: and knows how to best help you and to care
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Speaker 3: for you.
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Speaker 5: And it's more timely fashion with seeing those people so
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Speaker 5: much more often than what primary carry is and that's
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Speaker 5: the space for pharmacists to fill. Is more healthcare, more
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Speaker 5: hands on, more personalization, and even better than that, some
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Speaker 5: more proactive approaches to healthcare, not necessarily reacting to something
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Speaker 5: that the patient's going through, but maybe reaching out to
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Speaker 5: your community through advertising and through a community health event
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Speaker 5: and saying, hey, are you taking the right supplements? Are
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Speaker 5: you getting results? Have you tested your blood to see
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Speaker 5: or your enzymes or your digestion, you know, what are
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Speaker 5: the best you know supplements for you. I mean that's
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Speaker 5: all tied back into what Outcomes is prepared and has
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Speaker 5: already prepared to do for the future of pharmacy.
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Speaker 3: Yeah, I love your point there on just the timeliness
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Speaker 3: of those conversations. You know, how often are you maybe
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Speaker 3: going into your annual visit and it becomes a conversation
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Speaker 3: of well six months ago, eight months ago, or even
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Speaker 3: going into a specialist, and it's so hard to get
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Speaker 3: that appointment and you're finally in and that thing that
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Speaker 3: you needed to talk about is no longer exactly relevant
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Speaker 3: in that moment, but it becomes relevant and follow up.
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Speaker 3: It's the pharmacist and their accessibility that really unlocks so
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Speaker 3: much more and the ability for them to help you
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Speaker 3: to navigate that full experience.
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Speaker 5: Ross, we appreciate you being here at thoughts Spot twenty
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Speaker 5: twenty six with us. We love being here at the
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Speaker 5: Outcomes booth and being part of it. We're excited about
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Speaker 5: the future of independent community pharmacy.
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Speaker 4: Thanks, that's are we Yeah? Thanks tod.
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Speaker 7: Hi, Good afternoon. This is Anahi Mannies from Pharmacillas America's
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Speaker 7: West tom Beach and you're listening to Pharmacy Podcast.
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Speaker 5: And here at thought Spot twenty twenty six. There's a
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Speaker 5: special story that we are going to share with our listeners,
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Speaker 5: and it's significant. You have been in this business for
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Speaker 5: what over thirty five years?
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Speaker 7: Yes, I'm fifty five and I've been in pharmacy since
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Speaker 7: i was seventeen years old.
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Speaker 6: Unbelievable.
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Speaker 5: So right out of the gate, I want you to
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Speaker 5: tell me what is the biggest change in independent community
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Speaker 5: pharmacy today than when you started when you were seventeen?
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Speaker 6: Oh my god, ye you can only pick one thing.
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Speaker 7: Okay, I actually don't like the outcomes for pharmacy. I
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Speaker 7: think we have to go it takes too much time
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Speaker 7: of us. But everything else positive. I think the technology
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Speaker 7: technology is really good right now for pharmacy is good
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Speaker 7: and bad at the same time.
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Speaker 6: Okay, So when you think.
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Speaker 5: Of the way it was and the outcomes of your
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Speaker 5: interaction with patients and what they're getting out of it,
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Speaker 5: what's kind of Is there anything that's like frustrating you
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Speaker 5: versus making you excited frustration?
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Speaker 7: I think it comes with the business. You know, a
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Speaker 7: pharmacy is very stressful no matter what. But you have
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Speaker 7: to love what you do. Like I said, I've been
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Speaker 7: doing this since I was seventeen, and I went to
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Speaker 7: pharmacy school after I was working at Eco Drugs which
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Speaker 7: is now CBS. I did like pharmacy from the start.
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Speaker 7: I like how I'm always I'm a people person, so
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Speaker 7: it doesn't matter what you put me. I'm a people person.
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Speaker 7: But I do like to help patients. And I was
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Speaker 7: taught by an elder or like old folks back then
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Speaker 7: that teach you how to do pharmacy that we all
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Speaker 7: deal always say, you know, patients are here too because
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Speaker 7: they're sick, They're are going to come, and they come
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Speaker 7: and very loyal. So everything change, but that part you
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Speaker 7: cannot change. You can have changed your part because technology
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Speaker 7: is going to change, but we cannot change as a
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Speaker 7: human being. We can I change as the empathy can that.
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Speaker 7: You know, I go to a lot of places that
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Speaker 7: I'm not going to say, and you go and you
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Speaker 7: don't see that empathy. Everything is work, work, work, work,
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Speaker 7: knowledge is good at that part, but at the same
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Speaker 7: time you leave in that empathy and the patience aside.
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Speaker 6: That's the human part.
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Speaker 7: That's the human part that for me, I still work with.
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Speaker 7: I have a calendar. I work with calendars, which yeah,
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Speaker 7: is a little behind. But at the same time, let's
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Speaker 7: say I said Todd is going to have surgery tomorrow,
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Speaker 7: So I put on my calendar the day before.
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Speaker 6: And I will call Todd.
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Speaker 7: I still go see patients, and I still call my
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Speaker 7: patients and say, hey, Todd, how are you feeling? You're
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Speaker 7: going to be great tomorrow and surgery? And then two
9:29
Speaker 7: days later I called Todd again, all the family, I said,
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Speaker 7: hell's Todd doing? Is doing okay? You know, anything that
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Speaker 7: we can do to help them. So that part that
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Speaker 7: I was taught twenty thirty years ago is still in
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Speaker 7: me and I still see a lot of newcomers that
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Speaker 7: unfortunately they have the lack of that empathy because unfortunately
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Speaker 7: the big companies is like, you need to work, work, work, work,
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Speaker 7: And in my pharmacy is different. My patients come first.
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Speaker 7: I have three or four technicians extra, and when you
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Speaker 7: come in, why why you have so many people? Because
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Speaker 7: I want to make sure my attention is going to
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Speaker 7: be told my customers. That is never going to change.
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Speaker 5: You know what, Anna, Something else that's very special is
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Speaker 5: that you have been an OURX thirty user and client
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Speaker 5: for over thirty years as well. Yes I have, and
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Speaker 5: you've seen the system evolve, and I want you to
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Speaker 5: share with the listeners your reason for, you know, continuing
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Speaker 5: to stay with that system.
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Speaker 7: First of all, I do. I started at RX thirty again.
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Speaker 7: I started in PHARMACUYT since I was seventeen years old.
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Speaker 7: I worked with Winn Dixie, I worked at publics. All
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Speaker 7: of them had URX thirty, which I fell in love
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Speaker 7: with him. I can do OURX dirty. I can do
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Speaker 7: a prescription in five seconds, literally five seconds. I can
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Speaker 7: close my eyes and I know everything about URX thirty.
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Speaker 7: We have evolved in a lot of new technologies, which
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Speaker 7: is good.
10:49
Speaker 8: I like it.
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Speaker 7: I think that, like two years ago, OURX thirty was
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Speaker 7: doing a transition. Everything that is transition is going to
10:57
Speaker 7: cause problems eventually at the beginning or in the middle,
11:00
Speaker 7: but it's always at the end it's going to be
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Speaker 7: much better. But we don't see it as the customer.
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Speaker 7: We see it like, oh my god, you know you're
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Speaker 7: lacking where we need your help and you're like taking
11:09
Speaker 7: two three weeks to get back to me. So I
11:11
Speaker 7: got to a point that I was frustrated. I didn't
11:13
Speaker 7: want to change, but my other partner was like, you
11:16
Speaker 7: know what did this keep up? We're going to have
11:18
Speaker 7: to change. Jesse Kaminski came to me one time, he
11:23
Speaker 7: wrote me an email. I said, what can I do?
11:25
Speaker 7: And after that he's like, I told him every frustration
11:28
Speaker 7: I had, And from there he actually took my hand,
11:31
Speaker 7: literally took my hand and said, you know what I
11:33
Speaker 7: got you. Here's my email. Every time you have a problem,
11:36
Speaker 7: call me or send me an email. I will call
11:39
Speaker 7: you or get somebody that's going to help you out.
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Speaker 7: So that part it reminded me of twenty years ago
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Speaker 7: eRx thirty that you can do an email or a
11:49
Speaker 7: phone call, and URX thirty was there maybe within twenty
11:51
Speaker 7: four hours, forty eight hours the most. So that part
11:55
Speaker 7: I want them to know OURX thirty, to know that
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Speaker 7: we the customer is not that we want we want
12:02
Speaker 7: your attention, but at the same time, we need to
12:04
Speaker 7: help our customers. Yes, and that's ultimately it's about I
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Speaker 7: tell like you, Let's say you're.
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Speaker 6: The customer, what would you like to be done? You
12:12
Speaker 6: don't want to be waiting outside thirty minutes.
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Speaker 4: I'm I'm sure nobody wants to wait thirty minutes.
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Speaker 6: For a prescription.
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Speaker 7: But the whole purpose for us or for me, I
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Speaker 7: still see my patients like a family.
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Speaker 6: They're walked in.
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Speaker 7: I see a sister, a brother, a mother, a grandmother,
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Speaker 7: anything that we see there. So yes, I think we're
12:31
Speaker 7: going in the future is going to be great with
12:34
Speaker 7: the technology. I think our studies getting better and better
12:39
Speaker 7: because you guys were better already.
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Speaker 6: Now that we have you guys are.
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Speaker 7: Listening and learning. We're learning with you guys as we go.
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Speaker 7: So I want to think I'm glad that I didn't
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Speaker 7: change because I do love our starting.
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Speaker 4: I really do love that story.
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Speaker 5: Do you know what you've just said is there's an
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Speaker 5: element of humanism in the company. Where they didn't say, hey, Anna,
13:03
Speaker 5: everything's going to be perfect for the next thirty five years.
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Speaker 6: What they did say.
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Speaker 5: Is, hey, if it's not perfect, we're going to work
13:10
Speaker 5: at trying to make it better. We're going to work
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Speaker 5: with you as a human who is taking care of people.
13:15
Speaker 5: That mean, the survival and the thriving of your business
13:20
Speaker 5: and the impact that RX thirty has on your business
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Speaker 5: is direct, but it's behind the scenes. Your patient doesn't
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Speaker 5: see that, and nor they should they it should be invisible.
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Speaker 6: But it's the it's the human.
13:33
Speaker 5: Touch, literally because you're you're representative, like grabbed onto you
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Speaker 5: and said, hey, let's get this taken care of. That's
13:40
Speaker 5: the difference between transactional and the empathy that you're talking about,
13:45
Speaker 5: because now you're being looked in the eye, you're being
13:48
Speaker 5: treated as an individual, and it's not like a fast
13:51
Speaker 5: dude situation. It's a sit down and let's figure this out.
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Speaker 4: And yeah.
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Speaker 7: So the main goal is that at the end of
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Speaker 7: the day, we're going to be patients ourselves. So like
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Speaker 7: one time I told one of the doctors told me,
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Speaker 7: you know, what I'm on this side, but one day
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Speaker 7: I'm want to be on that side.
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Speaker 6: So I told everybody, even.
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Speaker 7: Our extirdy doctors, pharmacist, eventually you're going to be in
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Speaker 7: that side. You're going to be a patient like I
14:14
Speaker 7: was a patient when I had to struggle like two
14:15
Speaker 7: years ago. Now I know what the patients feel like.
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Speaker 7: And I always felt that that, you know, we don't
14:20
Speaker 7: listen enough, and that part of empathy I'm hoping is
14:25
Speaker 7: still come back because a new generation sees everything as
14:28
Speaker 7: technology and we're losing that human part of us, and
14:33
Speaker 7: I hope that we don't. We Actually, if you love
14:36
Speaker 7: this career, I hope it takes you where you fell
14:39
Speaker 7: in love with this career first, to take care of
14:41
Speaker 7: the patients and do what you know best to help
14:43
Speaker 7: the customer the patient.
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Speaker 5: And this has been very special for you to share
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Speaker 5: here at thought Spot twenty twenty six, here at the
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Speaker 5: Outcomes booth, and we appreciate you being here.
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Speaker 7: I'm going to be here for a long, a long
14:53
Speaker 7: long time.
14:54
Speaker 4: Thank you so much.
14:59
Speaker 5: We're here at thought Spot twenty twenty six with Todd
15:02
Speaker 5: Pendograph from Oklahoma.
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Speaker 9: What pharmacy are you with? Broken Arrow Family Drug stores.
15:08
Speaker 5: You have been in the pharmacy business for quite some time,
15:11
Speaker 5: because I connected with you on LinkedIn years ago, and
15:14
Speaker 5: I've been after you for an interview. Our schedules just
15:19
Speaker 5: don't align. But that's why I'm so excited that you're
15:21
Speaker 5: here today. You have been doing some amazing work in
15:25
Speaker 5: the state of Oklahoma. In other states, pay attention to
15:29
Speaker 5: what happens with the success of PBM reform. Talk to
15:33
Speaker 5: us about some of the things that you're helping independent
15:35
Speaker 5: community pharmacies to understand in the state of Oklahoma around
15:39
Speaker 5: PBM reform specifically and almost like an audit system that
15:45
Speaker 5: you've kind of designed to kick it back.
15:47
Speaker 9: What we've been focusing on over the last eighteen months
15:50
Speaker 9: to two years is pharmacies developing a system to file
15:55
Speaker 9: appeals with PBMs for any of their prescriptions that are
16:01
Speaker 9: reimbursed below the invoice cost of the drug. Oklama law
16:05
Speaker 9: allows that pharmacy to file an appeal on anything that
16:10
Speaker 9: is below invoice cost, not any sort of a calculated cost,
16:14
Speaker 9: but the invoice cost of the drug.
16:17
Speaker 4: And when you.
16:19
Speaker 9: File that appeal that the PDM is required to modify
16:24
Speaker 9: your payment, adjust your payment to that invoice cost.
16:28
Speaker 6: Of the drug.
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Speaker 9: We've had a great deal of success in oklhoma over
16:32
Speaker 9: the last year or so getting compliance from PBMs. In
16:37
Speaker 9: doing that, It's taken some fights. Care Mark was the
16:41
Speaker 9: latest to really come to the table and change their system,
16:47
Speaker 9: but in general now care Mark, express Scripts, Prime Therapeutics
16:53
Speaker 9: are all very good at adjusting pharmacy payments to the
16:58
Speaker 9: invoice cost of the drug. Optim has a little bit
17:01
Speaker 9: different system. The smaller PBMs that are out there are
17:06
Speaker 9: also very compliant so pharmacies. Our attempt in Oklahoma is
17:13
Speaker 9: to train pharmacies on how to file those appeals, how
17:20
Speaker 9: to track responses from the PBMs, and then if the
17:25
Speaker 9: PDM response is not in compliance with Oklahoma law, file
17:28
Speaker 9: a complaint with the Oklahoma Attorney General's office so that
17:32
Speaker 9: the AG's office then goes to the PBM and changes
17:36
Speaker 9: their behavior.
17:37
Speaker 5: Shall we say yeah, based on the laws that have
17:40
Speaker 5: been passed now, which is good, especially the aggressiveness of
17:44
Speaker 5: Oklahoma specifically.
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Speaker 9: We have some fantastic laws in that state, not just
17:49
Speaker 9: related to the filing of appeals, but also the defense
17:54
Speaker 9: of audits. A PDM that comes into audit is highly
18:01
Speaker 9: restricted in how many prescriptions they can audit, what types
18:06
Speaker 9: of circumstances is they can take back money from a
18:09
Speaker 9: pharmacy on an audit. We have some really solid laws
18:14
Speaker 9: that we hope that other states in the United States
18:19
Speaker 9: use as a model for enforcement of their own laws
18:23
Speaker 9: in their states.
18:24
Speaker 5: The training that you're doing is this helping the pharmacy
18:28
Speaker 5: operator owner to understand how to fill the form out
18:32
Speaker 5: correctly and maybe with a little bit more speed or accuracy,
18:37
Speaker 5: or taught me about the forum and how it works.
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Speaker 9: Every PBM has its own form or way of input
18:47
Speaker 9: on filing appeals. The state of Oklahoma requires that all
18:52
Speaker 9: PBMs offer a batch submission form basically an Excel spreadsheet
18:59
Speaker 9: to allow you to file appeals. The difference between the
19:04
Speaker 9: PBMs typically is how many different fields are required to
19:10
Speaker 9: file that appeal. Express scripts, for example, only requires three
19:15
Speaker 9: pieces of data. In order to file an appeal scriptcare
19:20
Speaker 9: different completely different PDM requires somewhere in the neighborhood of
19:24
Speaker 9: twenty five different pieces of data. And so since there
19:31
Speaker 9: are so many different pharmacy software programs out there, and
19:35
Speaker 9: there are so many different ways of appealing and amounts
19:38
Speaker 9: of data that are required, we are basically giving folks
19:44
Speaker 9: kind of a big picture overview. Learn how to create
19:47
Speaker 9: an Excel spreadsheet, learn how to merge that data into
19:51
Speaker 9: another spreadsheet that the PBM provides. Learn how to attach
19:56
Speaker 9: your invoice because all of them require a copy of
19:58
Speaker 9: your end voice to be submit, and then learn how
20:02
Speaker 9: to submit those things. Getting folks off the mark and
20:07
Speaker 9: getting folks to a place where they file appeals and
20:10
Speaker 9: see some success on those appeals. That's what really gets
20:15
Speaker 9: the ball rolling with stores on filing these appeals. We
20:21
Speaker 9: collectively and pharmacies and other states look at the appeal
20:26
Speaker 9: process as a waste of time because they've received negative
20:32
Speaker 9: responses from the pdms for years, and in Oklahoma it's
20:36
Speaker 9: not like that anymore. Tennessee is very similar as well.
20:38
Speaker 5: For what it's worth, Todd, I want to have you
20:41
Speaker 5: back because I'd like to go through the forum. I'd
20:43
Speaker 5: like to talk a little bit more about this in detail,
20:45
Speaker 5: and also share this information with other states, because that's
20:49
Speaker 5: how states are supporting other states and continuing to adopt
20:53
Speaker 5: some of their successes and wins, as we've seen with
20:56
Speaker 5: Arkansas and Tennessee and Oklahoma and oh Hi. So this
21:01
Speaker 5: has been an amazing opportunity to learn from you and
21:04
Speaker 5: we appreciate you being on the show.
21:05
Speaker 9: Thank you. I appreciate the opportunity.
21:11
Speaker 5: Hey, what do you know from med zoom Right behind
21:15
Speaker 5: us here in the conference impromptu interview.
21:19
Speaker 6: Slap on the headphones. Let's get this going. We want to.
21:22
Speaker 5: Hear more about med zoom I've never heard of your
21:27
Speaker 5: organization until today. Introduce yourself to the listener. Talk to
21:31
Speaker 5: us about med zoom Yeah.
21:33
Speaker 10: So, my name is Justin Arrow. I am the VP
21:36
Speaker 10: of Growth here at med Zoomer, been here for last year.
21:41
Speaker 10: Med Zoomer is a same day delivery courier company. We
21:44
Speaker 10: also have a very large telehealth provider network on the
21:49
Speaker 10: back end.
21:50
Speaker 6: As well, and our whole goal.
21:52
Speaker 10: And mission is genuinely to just bridge that gap of
21:56
Speaker 10: speed to delivery for the medication and the care that pays.
22:00
Speaker 6: Everywhere need and it's needed more than ever.
22:03
Speaker 5: I think of my grandmother. She's ninety nine years old.
22:10
Speaker 5: She does not drive, she does not ride a bus,
22:14
Speaker 5: and her medications come right to her door when she
22:19
Speaker 5: needs them, and that's so important. Long term care pharmacy
22:23
Speaker 5: at home is expanding, and the stipulations of that include
22:30
Speaker 5: the delivery component.
22:32
Speaker 6: It's a big part of it.
22:33
Speaker 5: Talk to us about how you're integrating with workflow and
22:38
Speaker 5: how Medzoomer connects into kind of that ecosystem.
22:42
Speaker 10: Yeah, what's unique about Medzoomer is we really have a
22:47
Speaker 10: very unique model in how we approach the delivery for patients,
22:53
Speaker 10: but more so for the pharmacy. Right, we want to
22:55
Speaker 10: take as much off of the pharmacy's play as possible.
22:58
Speaker 10: They have enough to do in their data. We want
23:01
Speaker 10: to take some of that burden off, so we actually
23:04
Speaker 10: just handle the entire delivery process start to finish. We
23:07
Speaker 10: integrate into their management system. We also have a fully
23:11
Speaker 10: customizable workflow so we can really meet the pharmacy where
23:16
Speaker 10: they're at and where they need to really help them
23:19
Speaker 10: expand what they can offer to their patients. I mean,
23:22
Speaker 10: what's you think about med Zoomer as well?
23:24
Speaker 4: Is our driver model.
23:27
Speaker 10: All of our drivers are in house drivers, so we're
23:29
Speaker 10: really focusing on still providing that same personal touch that
23:34
Speaker 10: patients go to independent pharmacies for, right, That's what they've
23:36
Speaker 10: always done, you know, and especially those patients who can't
23:40
Speaker 10: come into the pharmacy exactly like you said, you know,
23:44
Speaker 10: elderly patients, patients who don't have access to the pharmacist
23:50
Speaker 10: on a daily basis. They know the pharmacists and they're
23:53
Speaker 10: going to learn to know and trust the delivery driver
23:56
Speaker 10: as well. Same friendly faces show up every single time,
24:00
Speaker 10: and it just takes the whole burden off of the
24:02
Speaker 10: pharmacy start to finish all they have to do, submit
24:05
Speaker 10: that delivery and allow us to do the rest.
24:08
Speaker 5: You are planning a detailed integration with the Outcomes Pharmacy
24:14
Speaker 5: Management platform.
24:16
Speaker 6: Talk to us about.
24:17
Speaker 5: How that will work in order for seamlessness to be
24:20
Speaker 5: kind of plugged into the workflow of a pharmacy operation.
24:23
Speaker 10: Yeah, seamlessness is really what we pride ourselves on. Like
24:27
Speaker 10: I said, we can really meet every pharmacy and every
24:30
Speaker 10: integration at whatever level they need. So really putting it
24:34
Speaker 10: into where all they have to do is mark something
24:37
Speaker 10: as a delivery and it allows them to do everything
24:41
Speaker 10: straight from their r X thirty system rather than have
24:46
Speaker 10: to manage multiple systems and really just make it as
24:50
Speaker 10: simple as possible is our ultimate goal. And yeah, we're
24:55
Speaker 10: getting ready to roll out the whole strategic partnership and
24:57
Speaker 10: all outcomes RX thirty pharmacies. We'll have access to our
25:02
Speaker 10: service and at a much higher level than even some
25:05
Speaker 10: other pharmacies.
25:06
Speaker 4: Yet, that's great.
25:07
Speaker 5: I'm listening to the show. I'm interesting learning more. Where
25:11
Speaker 5: do we go to learn more?
25:13
Speaker 4: You can go to our website.
25:14
Speaker 10: You can reach out to anybody on my team specifically,
25:18
Speaker 10: but they're on our website medzuomer dot com. It actually
25:22
Speaker 10: goes straight to my calendar because I like to be
25:25
Speaker 10: very hands on and I'll hand it off to my team,
25:28
Speaker 10: but I like to at least do that initial intro
25:30
Speaker 10: so that way they know that I can always be
25:32
Speaker 10: reached by anybody whenever they need it.
25:34
Speaker 5: Justin, thanks for taking this time here at thought Spot
25:37
Speaker 5: twenty twenty six. That's medzoomer dot com. Let them know
25:41
Speaker 5: that you heard it here on the Pharmacy podcast Network.
25:44
Speaker 6: Thanks Justin Easton.
25:47
Speaker 11: Pharmacy teams today are expected to do more than ever,
25:51
Speaker 11: process prescriptions faster, manage growing workloads, navigate constant interruptions, and
25:57
Speaker 11: still deliver exceptional patient care. That's why Outcomes is introducing
26:03
Speaker 11: a new pharmacy experience across both RX thirty and Computer
26:07
Speaker 11: RX designed to help pharmacies work smarter, move faster, and
26:11
Speaker 11: operate with greater confidence. RX thirty delivers a modern, intuitive
26:16
Speaker 11: workflow with streamline navigation, guided processes, unified workqueues, and automation
26:22
Speaker 11: that reduces manual effort while preserving the trusted foundation pharmacies
26:27
Speaker 11: rely on every day. At the same time, computer RX
26:31
Speaker 11: continues to evolve with enhancements focused on performance, workflow, efficiency, stability,
26:37
Speaker 11: and practical automation that remove friction from daily operations. Together,
26:42
Speaker 11: these investments are centered on a single goal, helping pharmacy
26:46
Speaker 11: teams spend less time navigating software and more time focusing
26:49
Speaker 11: on patients. Whether you're an RX thirty or Computer RX customer,
26:54
Speaker 11: you'll benefit from a pharmacy experience designed around real world workflows,
26:59
Speaker 11: reduced complex he, improved efficiency, and continuous innovation. The future
27:04
Speaker 11: of pharmacy technology is about changing how you work and
27:08
Speaker 11: making every step work better. Along the Way.
27:14
Speaker 6: Hotspot twenty twenty six.
27:16
Speaker 5: Here in Otown, Orlando, do they say Otown, by the way,
27:20
Speaker 5: Is that a thing?
27:21
Speaker 12: I don't know what the kids are saying these days,
27:23
Speaker 12: but Otown was a band when I was growing.
27:26
Speaker 6: Up, That's right.
27:28
Speaker 5: I don't know if that was the cool thing. We
27:29
Speaker 5: have to ask the kids of Otown is a thing
27:31
Speaker 5: or not? Hey introduce yourself to our listeners.
27:33
Speaker 4: Yeah, thanks, Todd. So, I'm Nick Desuza.
27:36
Speaker 12: I'm a director of our inside sales team here at Outcomes.
27:40
Speaker 12: So what that means is I get to work with
27:42
Speaker 12: a lot of teams internally.
27:43
Speaker 4: I get a partner with our current.
27:45
Speaker 12: Clients and help them leverage the all of the cool,
27:49
Speaker 12: latest and greatest enhancement features products.
27:52
Speaker 4: That we have in the entire Outcomes ecosystem.
27:55
Speaker 5: So when we were getting ready for the interview, when
27:59
Speaker 5: you were describing the internal team that does this, the
28:02
Speaker 5: difference between technical support and client success, you know what
28:06
Speaker 5: you remind me of. You remind me of.
28:08
Speaker 6: A fitness coach.
28:10
Speaker 5: So that when I go and I've invested in my
28:13
Speaker 5: gym or I've invested in my plan, if I don't
28:16
Speaker 5: have someone walking alongside me to push me, to get
28:20
Speaker 5: me to use all the equipment the right way and
28:24
Speaker 5: kind of like really dial into what I'm doing. Do
28:27
Speaker 5: I want to increase strength? Do I want endurance? So
28:29
Speaker 5: that's literally as you guys are. You guys are coaches,
28:32
Speaker 5: So talk to us about how you're engaging your your
28:35
Speaker 5: customers and how success is spelled out.
28:38
Speaker 4: Yeah. Absolutely, And that's one of the reasons why I
28:40
Speaker 4: was brought in here. I know a lot of you.
28:42
Speaker 12: You know my boss, Mark Nelson, who's a legend. Yeah,
28:46
Speaker 12: he's a pioneer, he's a legend in this industry. He
28:49
Speaker 12: brought me into to really work with our clients on
28:52
Speaker 12: exactly that, like, how do we make that experience a
28:55
Speaker 12: successful one for independent pharmacists. Our pharmacists are being drug
29:00
Speaker 12: into a million different areas. If they've got they've got
29:04
Speaker 12: people knocking on the counter all the time twenty four
29:06
Speaker 12: to seven, they've got they've got people pulling them all
29:09
Speaker 12: over the place and with outcomes. We really have a
29:13
Speaker 12: suite of products and solutions that can help our pharmacists
29:17
Speaker 12: get to where they need to go. The problem is
29:19
Speaker 12: finding the time for our pharmacists to really know what
29:23
Speaker 12: we have. We're we're pumping out so many different cool features,
29:27
Speaker 12: cool products.
29:29
Speaker 4: And really what we want to do is we want to.
29:31
Speaker 12: Take a more proactive approach as opposed to a reactive
29:34
Speaker 12: approach to something like a trade show where pharmacists come
29:37
Speaker 12: and see all of the latest and greatest things that
29:39
Speaker 12: we have. There's still an entire year that we are
29:42
Speaker 12: we are putting out new features, and we want to
29:44
Speaker 12: make sure that our pharmacists know and can leverage those
29:47
Speaker 12: throughout the year based on their workflow, based on their goals.
29:51
Speaker 12: I was in a I was in a session earlier today.
29:53
Speaker 12: It talked about KPIs. I'm a huge believer in KPIs.
29:57
Speaker 12: So when I work with my internal teams and my
30:00
Speaker 12: pharmacist clients that I have, I want to know what's
30:02
Speaker 12: important to them because each and every pharmacist has different goals.
30:06
Speaker 12: They have different things that they want to accomplish. Yes,
30:09
Speaker 12: and the more that we can partner with them on
30:12
Speaker 12: what does success look like for that individual pharmacist, we
30:15
Speaker 12: can tailor make a plan. So you talked about a
30:18
Speaker 12: fitness goal when you talk to your trainer, do you
30:21
Speaker 12: want to do you want to add masks? Do you
30:23
Speaker 12: want to lean out? Do you want to be an
30:25
Speaker 12: endurance athlete? Those are those are all getting to a goal.
30:28
Speaker 12: But you're going to achieve those goals in multiple different ways.
30:31
Speaker 12: And so we are taking that approach with our with
30:33
Speaker 12: our client success team that my team works very closely with.
30:37
Speaker 4: Here it outcomes now, which is great.
30:39
Speaker 5: All right, So talk to us about those clients out there,
30:42
Speaker 5: those customers out there, pharmacy owners who are champions of
30:45
Speaker 5: their community, that are now doing things that aren't necessarily
30:50
Speaker 5: prescription revenue generated, but they might be more consultative, they
30:55
Speaker 5: might be more clinical review. Talk to us about a
30:57
Speaker 5: little bit about those stories.
30:59
Speaker 4: Yeah.
30:59
Speaker 12: Absolutely, Well, when I took this job about a year ago,
31:03
Speaker 12: when I was talking to Mark, I was like, Mark,
31:04
Speaker 12: what's the cell, Like, how do we how do we
31:07
Speaker 12: do this?
31:07
Speaker 4: How do I help? And my initial thought of like pharmacists, Oh, they.
31:12
Speaker 12: Fill and bill prescriptions, and he's like, that's the very
31:15
Speaker 12: that's table stakes. But we all know that that's not
31:19
Speaker 12: paying the bills for our independent retail pharmacists. They need
31:22
Speaker 12: to do something else. They need to diversify their revenue
31:26
Speaker 12: streams in order to be successful. And that's what gets
31:29
Speaker 12: me fired up. I was a business major, I've been
31:31
Speaker 12: I've been a business management consulting my entire career, and
31:36
Speaker 12: so I look at this as a challenge and an
31:39
Speaker 12: opportunity for us to not only.
31:41
Speaker 4: Help our.
31:44
Speaker 12: Pharmacists fill and bill, but how do we generate these
31:46
Speaker 12: additional revenue services. So we have things like outcomes premium
31:50
Speaker 12: where we can do more of those clinical activities, we
31:52
Speaker 12: can do more of the vaccines, we can engage clients
31:56
Speaker 12: more with our engagement model. But it's all in an
31:59
Speaker 12: effort to bring in diversified revenue income into our pharmacist
32:03
Speaker 12: because at the end of the day, we know that
32:05
Speaker 12: reimbursements aren't what they used to be and they're not
32:08
Speaker 12: keeping the lights on their table. Stakes to get our
32:11
Speaker 12: clients in so that our pharmacists can be that medical
32:13
Speaker 12: pillar within their communities and take care of their patients
32:16
Speaker 12: because at the end of the day, we need sustainable
32:19
Speaker 12: revenues to take.
32:20
Speaker 4: Care of our patients.
32:22
Speaker 12: That is the ultimate goal of independent pharmacists that I'm
32:25
Speaker 12: speaking to you on a day to day basis.
32:26
Speaker 5: I love it, Nick, I appreciate you spending time with
32:29
Speaker 5: us here at Thought Spot twenty twenty six. Promise you're
32:32
Speaker 5: going to come back to the show. We're going to
32:33
Speaker 5: talk more. I want you to bring on one of
32:35
Speaker 5: your pharmacy clients in the future.
32:37
Speaker 4: Absolutely, I'd being more than happy to do that.
32:39
Speaker 12: I appreciate the time that you're taking to be in
32:41
Speaker 12: our booth with us and talking through this.
32:44
Speaker 6: Yeah, we love this all right, Thank you so much, Nick.
32:46
Speaker 4: Awesome, Thank you Tom Jevic.
32:51
Speaker 5: It's so good to see you here at the Thought
32:54
Speaker 5: Spot twenty twenty six.
32:55
Speaker 6: In Orlando. Welcome to the show.
32:57
Speaker 8: Thanks for having me. It's good to be here.
32:59
Speaker 5: It's good to talk with people that are in the
33:01
Speaker 5: trenches that are really working the transformation in the business
33:07
Speaker 5: of independent community pharmacy. Technology is a big part of that.
33:12
Speaker 5: Being with a company and going through a transition in
33:15
Speaker 5: and of itself is telling to the plight of independent
33:21
Speaker 5: community pharmacy. Nothing's perfect, right, It's the companies that step
33:26
Speaker 5: up with client support, new innovation, and kind of continuing
33:32
Speaker 5: to push things forward. Those are the kind of companies
33:34
Speaker 5: I want to be involved in, and that's why we're
33:36
Speaker 5: excited about being here at Outcomes because of their evolution.
33:40
Speaker 5: So talk to us about your evolution. Because your system
33:44
Speaker 5: are X thirty. You're one of the first, if not
33:47
Speaker 5: the first, that transferred to the RX thirty system, so
33:50
Speaker 5: talk to us about that experience.
33:52
Speaker 8: So one thing that was unique about our experiences we
33:56
Speaker 8: have eight pharmacies within our system, and I was the
33:59
Speaker 8: newest one to open. So we actually just opened last
34:01
Speaker 8: September and started a lot of my staff hadn't necessarily
34:05
Speaker 8: always work with us, so RX thirty itself was new
34:09
Speaker 8: to them when we first opened and started using RX thirty,
34:13
Speaker 8: Like there were some things that we weren't used to
34:16
Speaker 8: or were used to, but everything was very reliable with
34:18
Speaker 8: RX thirty, which was different from some of the things
34:20
Speaker 8: they'd have in the past. When they brought the idea
34:22
Speaker 8: of the new UI to me, we were the first
34:25
Speaker 8: one to be open to it, just because nobody really
34:28
Speaker 8: had learned RX thirty itself, so like, sure throws some
34:32
Speaker 8: changes because we're still learning anyway, so we first took on.
34:35
Speaker 8: They added the AD the auto data entry, and that
34:38
Speaker 8: was a feature we really liked because it helped streamline
34:41
Speaker 8: the typing process and make us a little more efficient
34:43
Speaker 8: and quicker. And when they introduced the new web based
34:46
Speaker 8: UI that was even better. We were like, yes, sign
34:48
Speaker 8: us up. And it came in with a PV one
34:50
Speaker 8: and PV two screen separation, complete new look, very simplistic,
34:55
Speaker 8: and with that PV one PV two separation, we're planning
34:58
Speaker 8: to go to a remote service is eventually, so there'll
35:01
Speaker 8: be some remote work done and having separate screens like
35:04
Speaker 8: that is ideal for that kind of work. And it's
35:06
Speaker 8: really made the transition into that for us start early
35:09
Speaker 8: because they're currently building our building for that. But it's
35:12
Speaker 8: been really great to have those already come in not
35:15
Speaker 8: expecting to have it, and to be reliable and efficient,
35:17
Speaker 8: plus have anue simplistic look at the same time.
35:20
Speaker 5: So when anybody is running a business and you start
35:23
Speaker 5: tweaking or changing things, it causes stress in many ways
35:28
Speaker 5: because it like change is not cool, Like nobody wants
35:31
Speaker 5: to really.
35:31
Speaker 6: Go through change.
35:32
Speaker 5: But if you can go through it, it makes a
35:35
Speaker 5: huge difference in what the outcome will be and or
35:39
Speaker 5: the impact on your operations.
35:41
Speaker 6: So talk to us, how long did it.
35:43
Speaker 5: Take for you to really get used to that new
35:46
Speaker 5: system in order to be fluid?
35:48
Speaker 8: Yeah, so the first month was a lot of just
35:50
Speaker 8: discussion of this works well, this doesn't work well, can
35:53
Speaker 8: we tweak this a little bit kind of thing, just
35:55
Speaker 8: from where it was new to us and new for outcomes.
35:59
Speaker 8: But I would say probably within three months we had
36:01
Speaker 8: a pretty streamline workflow. Because one thing that was really
36:04
Speaker 8: great about RX thirty and everybody we worked with was
36:07
Speaker 8: that they were very open to feedback and that came
36:10
Speaker 8: both ways. Because I'm me personally, I welcome feedback. So
36:14
Speaker 8: like between both of us, we were able to really
36:17
Speaker 8: streamline a lot of things, maybe tweak some changes on
36:19
Speaker 8: my end and on your guys's in and it's really
36:21
Speaker 8: helped that three month period.
36:23
Speaker 6: Really, I love it.
36:24
Speaker 5: So talk to me about eight locations serving eight different communities.
36:29
Speaker 5: So what does that mean, Like, do you have differences
36:33
Speaker 5: maybe community pharmacy one place, long term care somewhere else.
36:37
Speaker 6: Talk to me about the business mix up.
36:39
Speaker 8: Yeah, so the business mix up. Everywhere is going to
36:41
Speaker 8: have community pharmacy. Okay, some have been open longer than others,
36:45
Speaker 8: so volume is a difference between We range anywhere from
36:49
Speaker 8: four hundred to day to seventeen hundred a day depending
36:51
Speaker 8: on which one you're at. We also offer delivery medpack.
36:56
Speaker 8: Long term care is something that's a little bit newer
36:58
Speaker 8: for us. We're slowly kind of welcoming that more. But
37:01
Speaker 8: it's just we've kind of got from where we're expanding
37:04
Speaker 8: so much in a short amount of time because we
37:06
Speaker 8: didn't necessarily know we were going to grow this bag
37:08
Speaker 8: as quick as we have, which is great, but just
37:11
Speaker 8: trying to take on all that newness and learn each process.
37:13
Speaker 8: But we have community pharmacy, medpacks, delivery, Like I said,
37:19
Speaker 8: the long term care. Then remote services is another thing,
37:23
Speaker 8: so we use outcomes MTM a lot. We have a
37:25
Speaker 8: pharmacy team dedicated just to doing that as well.
37:27
Speaker 6: On that side, I love it all right.
37:29
Speaker 5: And then are there other programs that you're thinking about
37:34
Speaker 5: rolling out? Like there's people are getting into non sterile compounding,
37:38
Speaker 5: people are getting into long term care pharmacy at home
37:41
Speaker 5: where your client that's been your client for let's say
37:45
Speaker 5: ten years, all of a sudden they're home bound now
37:48
Speaker 5: and they're going to need a little bit more hands on.
37:50
Speaker 5: Is there any other program that you guys are thinking
37:52
Speaker 5: about implementing.
37:54
Speaker 8: I don't think we necessarily ever rule anything completely out.
37:57
Speaker 8: I think it we just kind of use it as
37:59
Speaker 8: a when it comes to and see if we can.
38:02
Speaker 8: I think one thing that's been really great, especially with
38:04
Speaker 8: our relationship with RX thirty, is they've welcomed back for us.
38:07
Speaker 8: So it's nice to have them on board with us
38:09
Speaker 8: if we do decide, hey, we've had this come up,
38:11
Speaker 8: can we work with you to try to make it work?
38:12
Speaker 8: And they've been really great about doing this.
38:14
Speaker 5: Yeah, communication with your customer support or customer success rep.
38:18
Speaker 5: That's so important because they can if you said, hey,
38:21
Speaker 5: we're going to think about maybe something, you know, some
38:24
Speaker 5: other line of business they're going to be able to
38:27
Speaker 5: give you directions of how other pharmacies have used the
38:30
Speaker 5: system in order to implement that.
38:32
Speaker 4: Right.
38:32
Speaker 8: So it's been really great because it helps us out
38:34
Speaker 8: because I know there have been things along the way
38:36
Speaker 8: that we've changed as from help from them giving opinions.
38:40
Speaker 6: I love it.
38:40
Speaker 5: All right, Well, we appreciate your feedback here on the
38:44
Speaker 5: Thought Spot twenty twenty six podcast press coverage. I want
38:48
Speaker 5: to invite you back to this Week in Pharmacy or
38:50
Speaker 5: something to just follow up and check on you and
38:53
Speaker 5: see how you're doing.
38:54
Speaker 8: Yeah, I'll be happy to do so.
38:55
Speaker 6: All right, thank you, all right, thank
38:56
Speaker 1: You of the thing.