The Pharmacy Operators Pod

Most pharmacy leaders know AI is coming - but very few understand what it actually takes to apply it in real operations without getting lost in hype, complexity, or vendor noise.In this episode of the Pharmacy Operators Podcast, Eesha Sharma sits down with Harry Travis - former executive at Aetna, CVS Caremark, and Accredo, and a 40-year veteran of pharmacy operations.Harry has seen every major shift in pharmacy - from IV automation to specialty scale and PBM consolidation - and explains why AI is fundamentally different.This conversation cuts through the noise and focuses on what actually matters for operators today: where AI is already working, where it’s overhyped, and how to think about adoption in a way that drives real impact.They cover:Where AI is already delivering results in pharmacy operationsWhy repetitive cognitive work is the first area being disruptedThe real relationship between data, value, and marginWhy benefit verification remains one of the hardest problems to solveHow trust and communication determine whether AI adoption succeedsA practical framework for getting started - without overcomplicating itHarry also shares a clear, no-fluff approach for operators under margin pressure: start small, focus on real workflows, and balance short-term efficiency gains with long-term value creation.⏱️ Key Moments00:00:00 – Introduction00:00:40 – Why is AI different this time?AI introduces intelligence as a tool - not just software - which fundamentally changes how work gets done.00:02:23 – Background across pharmacyFrom Baxter to CVS Caremark, Harry shares how decades across the value chain shape his perspective.00:06:03 – Lessons from IV automationAdoption depends on clear value across stakeholders, not just the buyer.00:08:03 – Data vs. marginUnderstanding how product, data, and money flow together.00:10:48 – Patient behavior vs. assumptionsWhat ingestible sensors revealed about medication adherence.00:15:02 – Where AI is actually workingEarly wins are in narrow, high-frequency workflows like intake and call handling.00:18:59 – What’s overhypedWhy benefit verification is still far from solved.00:24:02 – Where operators get it wrongChange management and trust matter more than technology.00:26:10 – Where to startFocus on simple, repetitive tasks first.00:29:45 – One action this weekGet informed and build awareness - momentum starts there.🎯 Who This Is ForPharmacy operators, healthcare leaders, and anyone navigating specialty pharmacy operations who wants a grounded view of how AI is actually being applied today.🔗 Connect with Harry Travis💻 Wbsite: therxroundtable.com💻 Website: thetravisgrp.com🤝Linkedin: linkedin.com/in/hjtravis🚀 About Lamar HealthPrior authorization remains one of the biggest friction points in specialty pharmacy. Lamar Health helps automate prior authorization workflows within your existing systems - reducing manual work, accelerating submissions, and helping patients start therapy faster.Learn more: https://www.lamarhealth.com/

In this episode of Pharmacy Operators, Eesha sits down with Jessica Ciccolella-Kahl, CEO of AcariaHealth, to explore how specialty pharmacies can build truly patient-centered care within a complex healthcare ecosystem.Drawing on experience across both the payer and specialty pharmacy sides, Jessica shares how AcariaHealth works to reduce friction for patients, support providers, and deliver high-quality care at scale.Discover how AcariaHealth:• Designs operations around the patient journey to improve access, adherence, and outcomes.• Supports providers through innovative roles like Provider Experience Managers that help reduce administrative burden.• Encourages internal innovation through programs like Boost, empowering teams to improve processes and collaboration.• Builds a culture of accountability, transparency, and compassion that aligns strategy with patient outcomes.• Balances innovation, operational excellence, and risk to simplify the specialty pharmacy experience.Episode Highlights (Chronological)00:01 – Welcome & guest introduction01:06 – Jessica’s cross-functional healthcare experience and its impact on value creation04:13 – How payer insights improve patient care and access05:14 – Reducing complexity for patients navigating clinical and financial barriers06:56 – Identifying bottlenecks in specialty pharmacy access09:41 – The role of Provider Experience Managers11:17 – Building and sustaining a patient-centered culture14:54 – Strategic hiring, organizational design, and leadership decisions20:22 – Innovation in specialty pharmacy: balancing risk, outcomes, and operations21:58 – The Boost program: enabling cross-team collaboration and improvement24:08 – Building a full-service specialty pharmacy strategy26:09 – The future of specialty pharmacy: integrating the patient journey27:28 – Personal creativity and leadership lessons29:53 – Lightning round: healthcare beliefs, capabilities, and talent lessonsThis episode is for pharmacy operators, healthcare leaders, and anyone interested in the future of specialty pharmacy. Learn how a patient-centered mindset can improve outcomes while building a strong, sustainable organization.🔗 CONNECT WITH JESSICA & ACARIAHEALTHWebsite: https://www.acariahealth.com/LinkedIn: https://linkedin.com/in/jessica-ciccolellakahlIf prior authorization processes are slowing patient starts in your specialty medication operations, Lamar Health’s DoPriorAuth software automates workflows across your existing systems—reducing rework, delays, and staff burnout so patients can begin therapy sooner.Learn more: https://www.lamarhealth.com/Subscribe for more insights from pharmacy leaders shaping the future of specialty care.#PharmacyOperators #SpecialtyPharmacy #PatientExperience #HealthcareInnovation

Most people see a specialty prescription as a script and a shipment.Operators know it is an infrastructure problem.In this episode of Pharmacy Operators, Eesha sits down with Scott Hughes, VP of Strategy at CareMetx, to unpack the hidden “paper infrastructure” behind specialty pharmacy access - the fragmented systems, manual touchpoints, and operational dependencies that ultimately determine how fast patients start therapy.With more than 20 years in healthcare spanning RelayHealth, CoverMyMeds, Phil, and CareMetx, Scott breaks down:• Why specialty access is fundamentally different from retail pharmacy• How high-cost therapies drive payer scrutiny, documentation, and operational friction• Where fax and paper still dominate critical workflows• How specialty hubs emerged to patch fragmented systems• What AI and technology have meaningfully improved in BV and PA• Where enrollment, financial assistance, and data visibility still break down• What a modern, fully connected specialty access model should look likeThis is a tactical, operator-level discussion about the plumbing of specialty pharmacy - from prescription origination to dispense - and why operational design often matters more than payer policy in determining patient access.Timestamps00:00 – Intro and Scott’s background02:07 – What “plumbing” means in specialty access03:29 – Why specialty is more complex than retail08:19 – Where workflows remain manual and fax-driven11:25 – What early electronic systems were designed to fix15:24 – Why specialty hubs exist17:29 – What has improved vs what remains slow20:39 – Data fragmentation and interoperability25:24 – If we rebuilt specialty access from scratch32:54 – Lightning RoundConnect with Scott HughesCareMetx Website: https://caremetx.comLinkedIn: https://www.linkedin.com/in/scott-hughes-ii-a171a81aIf prior authorizations are creating delays and slowing patient starts, Lamar Health automates the entire PA workflow across your existing systems - reducing manual rework, minimizing errors, and alleviating staff burnout so patients can start therapy faster.Learn more at https://lamarhealth.comSubscribe to Pharmacy Operators for more operator-level conversations on technology, infrastructure, and the future of specialty pharmacy.

Turnover in pharmacy operations can hit ~40% industry-wide. But at Nufactor, teams stay - and performance scales.In this episode of Pharmacy Operators Podcast, Eesha sits down with Leslie Vaughan (COO, Nufactor) to unpack what actually drives retention and operational excellence in specialty pharmacy:Invest in operations like an asset, not a cost centerHire ahead of demand so training is real, not rushedSpecialize roles (intake, admissions, re-auth, pharmacy) without creating silosBuild provider trust through consistency and transparencyUse technology to remove repetitive work - not replace peopleThe big takeaway: people + process first, then technology. That sequencing is how you get retention, resilience, and real scale.Episode Highlights:00:00 – Introduction & Leslie Vaughan’s journey at Nufactor00:54 – Secrets behind high employee retention in specialty pharmacy03:25 – Defining intake excellence and patient-first operations06:12 – Strategic hiring: balancing foresight, trends, and resource planning09:41 – Specialized roles across the patient journey and avoiding operational silos13:15 – Building provider trust through consistent relationships and transparency15:08 – Focused specialty areas: IVIG, monoclonal antibodies, and patient care strategy19:17 – Leveraging technology to scale operations while supporting teams22:13 – Recognizing and rewarding culture, teamwork, and small wins24:01 – Operational decisions that shaped Nufactor’s success27:02 – First 90 days: onboarding, training, and culture immersion28:21 – Future growth: technology, automation, and improving patient interactions29:55 – Industry insight: profit vs. patient focus and investing in peopleWhy Listen:Learn how a patient-first culture drives operational excellence and retention.Understand strategies for balancing team structure, workflow, and provider relationships.Discover how technology and automation can empower teams without replacing human interaction.Gain leadership insights from someone who has built high-performing specialty pharmacy operations.If prior authorizations are slowing patient starts, Lamar Health automates the PA workflow across your existing systems - reducing rework, delays, and burnout so patients start therapy sooner. Learn more at lamarhealth.com.🔗 Connect with Leslie VaughanLinkedIn:linkedin.com/in/leslie-vaughan-a58b553#SpecialtyPharmacy #PharmacyOperators #PatientFirstCare #HealthcareLeadership #OperationalExcellence #TeamRetention #PharmacyInnovation

Specialty pharmacies are transforming healthcare, but navigating the complex intersection of patients, payers, pharma, and cutting-edge therapies is no easy task. In this episode of Pharmacy Operators Podcast, we sit down with Gaurang, a veteran pharmacist and leader with experience across some of the largest payers (Centene, Evernorth), specialty pharmacies (Polaris), GPOs (Premier), and pharma consulting teams.Gaurang shares decades of insight on the evolution of specialty pharmacy—from the early hospital and mail-order models to today’s $265 billion industry focused on high-cost, rare, and life-saving therapies. This episode is a deep dive into operations, patient outcomes, payer expectations, and how specialty pharmacies can leverage innovation and AI to deliver exceptional care efficiently.This is a must-listen for pharmacy operators, healthcare leaders, market access teams, and pharma stakeholders seeking a nuanced understanding of the specialty pharmacy ecosystem.00:00:00 – Introduction & Gaurang’s early specialty pharmacy career00:03:15 – The early days: From hospital-based pharmacies to specialized infusion and mail-order therapies00:08:50 – Specialty pharmacy’s role in HIV/AIDS and orphan diseases00:15:40 – Why specialty pharmacies now represent nearly 50% of drug spend00:22:10 – Operational challenges: Talent dependency, workflow complexity, and knowledge management00:29:30 – Balancing payer, pharma, and patient expectations00:36:00 – Market access insights: How specialty pharmacies support innovative therapies and outcomes00:42:50 – The future of specialty pharmacy operations: AI, technology adoption, and patient-centric care00:49:20 – Advice for pharmacy operators and leaders: Embrace change and innovationWhy Listen:Learn how specialty pharmacies evolved from hospital and mail-order origins into today’s high-impact care providers.Understand the operational hurdles pharmacy operators face and strategies to overcome them.Explore how payers, pharma, and operators collaborate to improve patient outcomes while managing costs.Gain forward-looking insights into AI, workflow technology, and the next-generation specialty pharmacy model.Watch the full episode to hear the complete conversation and real-world lessons from someone who has seen the industry from every angle.