Outsourced support teams
Answering services
Unified CCaaS platform Voice, chat, QA, and workforce management — unified. pharmacy
A pharmacy answering service should reduce routine calls without turning a coordination desk into an unlicensed clinical channel. Callnovo captures the patient, prescription or order context, refill request, pickup or delivery question and callback urgency—then routes medication, interaction, dosage and clinical questions to the pharmacist or practice team.
Pharmacy answering service is coordination around medication, not medication advice. Agents can collect refill requests, explain published hours and pickup processes, record delivery-status questions and route insurance or transfer requests under the pharmacy’s rules. They should not interpret symptoms, recommend a medication, discuss dosage or promise that a prescription can be filled. Review public pricing, quality workflows, or map the pharmacy escalation path.
how it plays out
Refill requests are the highest volume call type for pharmacies
An interaction question is a pharmacist question on sight.
A rejection needs pharmacy staff and the prescriber.
Status check calls consume significant pharmacy staff time
the team behind it
real members of the global team Coordination Support for Pharmacies
65+ Languages
Follow-the-Sun Coverage
what it costs
Most vendors in this category quote by form. These are our published packages — not a quote, since language mix, hours and volume all move the number. The per-minute figures are simply the monthly price divided by the included minutes.
| Option | Published price | Per minute | What it's for |
|---|---|---|---|
| Dedicated agent | from US$5.80 | per hour, per agent | A named dedicated agent for anything where identity and the record have to be right |
| AI voice | US$0.15 | per minute | Refill status, hours and "is my prescription ready" — constant volume with a record-based answer |
| Web chat | US$0.15 | per session | Web enquiries about transfers, delivery and what insurance you accept |
| Live shared team | from US$300 / month | includes 500 min → ≈ US$0.60/min | A shared live team for steady daily volume outside peak season |
| Live shared team | from US$650 / month | includes 1,500 min → ≈ US$0.43/min | Flu-shot and seasonal waves, when call volume rises without your counter staff changing |
Anything involving a person is a starting price. Two things move it: which languages you need, and how senior an agent the work actually requires — a bilingual agent handling refund authority is not the same hire as one taking bookings. AI voice and web chat are flat, because there is no hiring in them. And every model above is open to every business on this page: which one fits is a question about the shape of your volume, not about your industry.
Minimum engagement is half a seat — not a five-seat block. We also bill per resolved issue, from US$1, where you pay nothing if it is not resolved; that model fits businesses where a customer problem actually gets solved on the call, not businesses where the call is intake.
who takes which call
Most vendors sell you either an AI receptionist or a live answering service and leave the allocation to you. Since we run both, here is the split we would actually recommend — including the calls we think should never touch automation.
| The call | Route to | Cost of getting it wrong |
|---|---|---|
| "Is my prescription ready?" | AI | Low. The record is the answer, and it clears the counter queue. |
| Hours, location, delivery options | AI | Low. Published facts. |
| Anything clinical — dosage, interaction, side effect | Live agent | High. It goes to your pharmacist, never answered at the desk. |
| Prescription transfer request | Live agent | High. Identity verification and a record of who asked. |
| Controlled-substance question | Live agent | High. Regulatory, and the record is read back later. |
| Insurance rejection at the counter | Live agent | High. A frustrated patient and a claim problem at once. |
setup
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
your existing software
We work inside the CRM, practice system or case tool you already run, rather than handing you a second inbox to check. Every contact leaves a timestamped record — who called, what was asked, what was said back, what was promised — because in your line of work the question six months later is not "did someone call" but "what exactly did we tell them". Tell us what you run and we will say straight whether we connect to it today.
questions
AI voice is US$0.15 per minute and web chat is US$0.15 per session. Live agents start at US$300 per month including 500 minutes — about US$0.60 per minute — or from US$5.80 per hour for a dedicated agent working only your account. The minimum engagement is half a seat, not a five-seat block.
Five days is our normal window to staff a live account — that is five days to find and place an agent who fits your business, not five days of software setup. AI voice can go live sooner because there is no hiring step.
Yes, on the same number, with agents in our Bolivia and Nicaragua operation centres — native Spanish, not machine translation. English and Spanish share one queue, and we cover 60+ more languages if you need them.
That is the normal setup. You decide which call types go to AI and which reach a person, and you can change the split as your volume changes. Nothing about that decision is locked in at signup.
Yes. Agents can verify the approved patient and prescription details, record the refill request and send it through the pharmacy’s workflow. Pharmacist review remains responsible for clinical, eligibility or exception decisions.
No clinical advice should be improvised. Agents can capture the patient’s question and route dosage, interaction, side-effect, symptom or treatment questions to the pharmacist or approved clinical contact.
compliance
start
Separate refills, pickup, delivery and insurance intake from pharmacist-only questions before adding coverage.