Pharmacy Support Outsourcing Built for Security, Accuracy & Care
Scale your pharmaceutical operations with secure, HIPAA-compliant back office and customer support. SupportZebra helps brands streamline claims, Rx support, and regulated workflows — with precision and empathy.
Pharmacy Support KPIs
Average First Response Time: Email – under 11 minutes
Average CSAT: 97.12%
Resolution Rate (Tier 1): 91.6%
Billing Inquiry Accuracy: 98.1%
Attendance Adherence: 98.91%
Average Handling Time (AHT): 5m 12s (average betwen chat and voice)
SLA Achievement Rate: 99.6%
Repeat Contact Rate: <4.8% (minimized via well-trained Tier 1)
Back Office Support Capabilities for Pharmacies
SupportZebra’s back office teams are trained in documentation-heavy, regulated workflows that power the pharmaceutical industry behind the scenes. From insurance coordination to policy entry, we keep your operations clean, fast, and compliant.
Prior Authorization & Rx Intake Processing
Insurance Eligibility & Claims Pre-Checks
Regulatory Documentation Management
Data Entry & CRM Sync
Physician & Provider Coordination
Inventory Log Assistance & Sample Tracking
Quality Control & Internal Auditing
Our teams are trained with meticulous SOPs and secure tooling, ensuring sensitive back office processes are always handled with care.
Patient-Focused Support, Delivered with Precision and Empathy
When patients, providers, or pharmacists reach out for support, your brand needs trained professionals who understand the urgency — and the regulations. Our omnichannel customer support teams are trained for this level of care.
Capabilities:
SupportZebra gives you agents who are as thoughtful as they are efficient — and who understand that health support isn’t just another ticket.
Why Pharmacies Choose SupportZebra's Outsourcing Services
It’s not just about labor cost — pharmaceutical brands work with us because we combine compliance, quality, and empathy at scale. Here’s what sets us apart:
HIPAA & SOC 2 Type 2 Certified:
We maintain strict controls for PHI, PII, and PCI data — fully audited and secure.
Low Attrition = Consistency:
Our agents stay longer, reducing retraining needs in regulated environments.
Rapid SOP Alignment:
From FDA labeling to reimbursement codes, we build SOPs aligned with your documentation needs.
Audit-Ready at All Times:
Internal QA audits and dashboards keep us—and you—ready for any inspection.
Empathy-First Agents:
Our support isn’t robotic. Every interaction is built on trust and care for the end patient.
We don’t just support your brand — we protect your reputation and regulatory standing, every single day.
Pharma-Specific Platforms We Work With
Our agents are trained to work within your regulated environments. From CRM platforms to prescription order tools, we build platform fluency quickly and securely.
CRM & Portals:
Ticketing & Support:
Documentation & EHR Tools:
Compliance Tools:
Sample Distribution & Inventory:
Have proprietary or tools not listed above? No problem! Our onboarding includes secure sandbox training to reach proficiency within 2–4 weeks.
Choosing a Compliant & Capable Pharma BPO Partner
For Pharmacies, the wrong outsourcing partner can do more than lose business — it can risk fines, recalls, or legal exposure. Here’s what to look for:
HIPAA & Regulatory Compliance
- Look for SOC 2 Type 2 + HIPAA-certified providers with secure virtual desktops and role-based access.
Domain Familiarity
- Pharma is not generic BPO — your partner must understand Rx workflows, insurer lingo, and provider dynamics.
Quality Assurance & Audits
- Choose teams with QA teams and track records of pre-inspection preparedness.
Cultural Alignment & Empathy
- Patient support demands patience and compassion. Ensure agents are trained for tone and resolution.
Flexible Contracts & Elastic Scaling
- Whether you need to scale during product launches or support post-market surveillance — flexibility is key.
SupportZebra checks every box — with over a decade of experience in high-sensitivity industries.
Frequently Asked Questions – Pharmaceutical Outsourcing Support
1. Are you HIPAA compliant?
Yes — we are fully HIPAA compliant and undergo regular audits to ensure continuous protection of PHI.
2. Can you handle both B2B (provider/pharmacy) and B2C (patient) support?
Absolutely. Our teams are trained for provider coordination as well as patient-first resolutions.
3. What kind of training do agents undergo?
All agents complete onboarding specific to pharma compliance, tone, and workflows — including simulated ticket handling, documentation reviews, and privacy training.
4. How flexible are your contracts?
We offer 30-, 90-day pilots, and surge support — no long-term lock-ins required.
5. What kinds of tasks can you support in the pharmaceutical space?
We support everything from prior authorizations and prescription intake to order support and insurance eligibility checks.
6. Do you integrate with our CRM or pharmacy platforms?
Yes — we are tool-agnostic and build enablement plans around your current systems (Salesforce, Veeva, MedPro, etc.)
7. How do you maintain service quality?
Through internal QA audits, real-time reporting, and dedicated team leads who monitor performance metrics.
9. Can you help during clinical trials or new drug launches?
We can provide informational support, FAQ handling, rep inventory tracking, and coordination assistance during critical rollout phases.
8. Do you support omnichannel?
Yes — we support phone, chat, email, and patient portals depending on your preferred support strategy.
10. What if we have proprietary tools or workflows?
We adapt. Our onboarding program allows us to shadow, sandbox, and build SOPs around any custom system.
Still have questions? Let’s discuss your unique needs and see how we can help.
