Pharmacists Discuss Redesign Workflow as Medical Billing Becomes the Future of Patient Care

Watch The Full Episode on The Drug Topics© YouTube Channel.

In the second teaser for Medical Billing Decoded, clinical pharmacist Jennifer Griffin, PharmD, and regional pharmacy supervisor Duane Jones, BSPharm, shine a spotlight on one of the most critical—and often underestimated—pillars of successful clinical services in community pharmacy: workflow.

As the scope of pharmacy practice continues to expand, medical billing is emerging as a key component of the profession’s future. Pharmacies are under pressure to introduce and sustain services such as point-of-care testing, treatment protocols, and other clinical offerings. Yet Griffin and Jones argue that without a strong, intentional workflow in place, these enhancements can quickly feel overwhelming. What should be an exciting step forward can instead become a daily burden for already stretched teams.

Drawing on years of experience inside busy community pharmacies, the pair make the case that now is the time to prepare. They reflect on the rapid changes brought on by the COVID-19 pandemic and suggest that many pharmacies would have benefited from more time to build systems before demand surged. That lesson, they say, should guide the profession as it braces for the next wave of clinical expectations.

Jones shares vivid examples from the field, describing how rethinking the physical layout of workstations and reassigning responsibilities transformed chaotic environments into streamlined operations. By deliberately shifting nonclinical tasks to technicians and empowering them with clear roles, pharmacies were able to free up pharmacists to focus on direct patient care and clinical programs. In some locations, teams reported that handling the volume of 500 prescriptions felt as manageable as 150 once the workflow was redesigned.

This teaser offers a glimpse into a larger conversation about how pharmacies can move from survival mode to sustainable, team-based care. It positions workflow not as a backroom concern but as a strategic asset that can reshape efficiency, culture, and ultimately, patient outcomes.

Watch The Full Episode on The Drug Topics© YouTube Channel.