Knows who is calling before they say hello
Patients get an answer instead of a menu, and they do not have to recite a date of birth to get it. The ones who used to hang up and ring back twice are handled the first time.
Call Automation
No patient waits on hold
Most inbound calls never need clinical judgement. Those get answered without your team, so your pharmacists spend their time on the ones that do.
70%
of inbound call volume contained without staff
24/7
coverage, including nights and weekends
82
average inbound and outbound calls automated per shift
Every inbound call gets picked up
The calls that reach you are worth reaching you
Anything clinical or sensitive comes to a pharmacist, and it arrives with the background already gathered so nobody starts from the beginning. A frustrated patient gets a person straight away rather than after five minutes of trying.
Outbound that finishes the job
Everyone who is due gets called, not just who you have time for
Everyone due for a refill this week, every script sitting unclaimed, everyone eligible for a vaccine. A bench gets through a handful of these on a good day and none on a bad one. Every patient gets a real call about their own medication, not a recorded message to a list.
Multi-step workflows, not single calls
Most follow-ups die at the first no-answer because nobody circles back. Here the second call happens, and the call to the prescriber when the script has expired, and the call back to the patient once it clears. You set how persistent it should be once.
The notes and tasks extract themselves
The note is written and the tasks are created as the call happens, each one assigned to whoever handles it. An address a patient mentions in passing follows their prescription to the packing station, and nobody has to go back through the call to find it.
Frequently asked
No. CareLink replaces the IVR layer and forwards from your existing telephony. Transcripts, recordings, and summaries are captured in the platform regardless of who carries the call.
You set the transfer rules by intent, by sentiment, by patient or by time of day. Some pharmacies route every call for a defined patient group straight to staff and use the AI only for outbound reminders.
Yes. The AI is only used on the calls, and you can switch that off on its own. Everything else carries on running the fixed rules you have set.
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