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A day in the life of a PharmScript Customer Success Representative
“Not many pharmacies work the way we do,” says Alecia T., Customer Success Representative (CSR) for long-term care pharmacy PharmScript. “We build genuine relationships with our facilities. It’s personable.”
As a CSR, Alecia acts as a liaison between PharmScript and the long-term and post-acute care facilities it partners with, helping ensure their patients and residents receive safe, accurate and timely medication.
Each facility partner of PharmScript has a designated CSR to support them. Read how a typical day for Alecia and CSRs like her make all the difference for partners and the people they serve.
Preparing reports and managing facility needs
As a CSR, Alecia conducts monthly in-person visits with the 19 facilities in her territory – and sees herself as an advocate for each one. She typically starts off her day by preparing for her upcoming check-ins.
“Monthly visits are a priority for PharmScript, so I’m really plugged in and visit each account as much as possible,” said Alecia, who remembers overseeing an unsustainable number of accounts while working for another long-term care pharmacy in a similar role. “Our facilities actually have a person there to help them – not just someone on the phone.”
Before each visit, Alecia prepares a series of reports for the facility to help leadership identify potential cost-savings opportunities with PharmScript.
She says facilities are typically most interested in PharmScript’s Anticipated Returns report, which lists medications that could have been returned for invoice credits, and Suggested Preferred Agents report, which highlights medications that can be substituted for more cost-effective alternatives.
“Our homes love our reports,” said Alecia, adding that PharmScript also offers a Therapeutic Interchange program to its partners. With it, PharmScript automatically substitutes for an approved alternative drug if it offers the same clinical effectiveness at a lower cost, providing facilities significant savings per dosing unit.
Alecia has worked as a Customer Success Representative for PharmScript since 2018. At the end of the day, she feels good knowing she helped a person, or their loved one, get the medication they need.
At home or on the road, she also connects with facilities throughout the day over email or by phone to answer their questions and ensure their needs are met.
“I think the world of Alecia,” said Andy Andreopoulos, Chief Nursing Officer for New Hampshire-based 603Healthcare. “I can always count on her. She feels like a part of the team.”
Conducting monthly facility visits
During a typical facility visit, Alecia presents the cost savings reports to leaders then checks in with nursing staff to clarify pharmacy orders and confirm smooth medication passes and deliveries.
“I think our biggest benefit to partners is our transparency, accuracy and delivery timeliness,” says Alecia. PharmScript pharmacies offer a 99.9% accuracy rate for quality control¹, compared to the national average of 98.3%². It also offers twice daily deliveries to facilities – even on the weekends – with cutoff times at 10:00 a.m. and 10:00 p.m. Monday through Friday and 10:00 a.m. and 4:00 p.m. on Saturdays and Sundays. PharmScript also supports unlimited STAT order requests.
Alecia then meets with new facility staff to train them on their pharmacy equipment and other tools, including the PharmScript Portal and Mediprocity.
“The tools we offer make all the difference,” she says, explaining that facility staff use the PharmScript portal to track their pharmacy orders in real time and review preadmission drug quotes, prior authorizations and financial dashboards. “That’s what they rave about all the time.”
Facilities can use the PharmScript Portal to track their orders and review drug quotes, high-cost alerts, prior authorizations, formulary interchanges and more.
Facility staff can also use Mediprocity to securely message the pharmacy and their patient’s physicians in real time.
“Nurses can be on hold with other pharmacies for a long time and that takes time away from their job and patients,” said Alecia. “Mediprocity prevents that.”
Leading Pharmacy 101 to ease facility on-boarding
CSRs like Alecia are also responsible for onboarding new facilities when they begin partnering with PharmScript. They spend three days on site with staff, offering training and support to ensure they feel confident using PharmScript’s equipment, tools and programs.
“We call it Pharmacy 101,” said Alecia. “Actually being there to answer their questions before and after the go live is so important.”
She typically covers PharmScript’s Sustained Fill and Healthy at Home programs during on-boarding, so facilities can begin leveraging them right away.
PharmScript’s Sustained Fill program helps staff ensure they automatically receive eligible medications when they’re due for reorder without submitting a refill request. The program helps nursing staff save time on medication recording and management and promotes improved adherence for patients.
Staff can also help patients enroll in Healthy at Home, a program that offers patients 30 days of medications and support after discharge.
“Facilities love Healthy at Home because they know their patients are going home with their medication,” said Alecia. “And it’s not just that we provide it and then we’re done. A pharmacist calls three times to check in and make sure they stay on it.”
Alecia feels good knowing her work ultimately helps people and their loved ones get the medication they need.
“Knowing that they’re happy is ultimately everyone’s goal.”
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- Average accuracy rate across PharmScript pharmacies in September 2025.
- National Observational Study of Prescription Dispensing Accuracy and Safety in 50 Pharmacies