Opportunity

Getting a specialty prescription filled often requires multiple behind-the-scenes steps, from contacting patients to arranging delivery – and all the documentation needed in between. Previously at Penn Medicine, these steps were tracked across several disconnected systems, including a SharePoint tool that was not designed for this type of work. As a result, pharmacy staff had limited visibility into where each prescription stood, and much of the process relied on repeated manual data entry. This led to delays, inefficiencies, and growing backlogs at a time when prescription volume is steadily increasing and teams have limited capacity to keep up.

Intervention

Fulfill is a custom-built platform we created with Penn Medicine specialty pharmacy teams to manage the entire prescription fulfillment process in one place. Instead of switching between multiple systems, staff can review prescription details, contact patients, assign tasks, document interactions, and track shipping through a centralized hub. The platform also connects with existing tools used for patient outreach, documentation, and pharmacy operations – including our Refill Express system – and automates processes, helping information move more seamlessly across the process and reducing the need for duplicate work such as transferring information to the electronic health record.

Impact

Since the initial version of Fulfill launched in November 2025, we have scaled the platform across Penn Medicine’s centralized 76th Street pharmacy facility and extended its use to GLP-1 medications.  

As of May 2026, Fulfill has reduced documentation time by 39 percent and lowered median outreach time per  call by 23–30 percent. These improvements have helped increase daily processing capacity, with throughput rising from a baseline of 742 fills per day to 905 by April 2026. 

Not only is Fulfill helping the health system better meet patients’ prescription needs, it is elevating the workforce experience. After the platform’s rollout, the net promoter score for fulfillment workflows jumped from –21 to a favorable +36 as rated by pharmacy staff. It has also reduced pharmacy technician overtime hours by 40 percent.