Pharmacy Growth: Tips from The Counter: A NimbleRx & IPC Webinar

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Kelli Stovall: Good evening. I’m Kelly Stovall. I get to serve as VP of Clinical Strategy and Pharmacy Advancement at IPC, and thank you for joining us tonight for Pharmacy Growth Tips from the Counter. Tonight, we’re going to be discussing how to make prescription management and checkout easier for patients, how digital tools can save time.

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Kelli Stovall: and to help independent pharmacies compete with chains and also how to utilize new revenue opportunities.

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Kelli Stovall: From Nimble. We’ve got two great speakers with us tonight. John Minkin, director of Enterprise Accounts at Nimble rx. John brings more than two decades of experience to his work with independent pharmacy. He also works closely with pharmacy teams to understand their challenges and.

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Kelli Stovall: and also help them achieve their business and patient care objectives. He’s passionate about building lasting relationships that help pharmacies grow and better serve their communities.

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Kelli Stovall: We’re also excited to have one of our own, Dave Randolph, owner and pharmacist, Dave Randolph Pharmacy.

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Kelli Stovall: Dave Randolph is more than just a pharmacist. He’s a trusted voice in patient care.

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Kelli Stovall: Passionate advocate for the industry and a champion for doing things the right way. His pharmacy, Dave’s Pharmacy, has grown into a pillar of the community by offering more than just prescriptions. It offers relationships, advocacy, and a whole person approach to care.

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Kelli Stovall: Excited to get started.

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Kelli Stovall: I’ll send it over to John.

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Jon Minkin: Thank you, Kelly, for the, wonderful introduction. Yeah, the, working with… closely with you and team over this last few years has been amazing, and now the introduction to one of your great pharmacy members that I had the pleasure of meeting, I think, last year at IdeaShare, and, you know, Dave.

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Jon Minkin: is really a pioneer in the space, and when he coined the term, nimbleize, I knew right away that I had to stay close today, if that was an incredible.

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Jon Minkin: you know, we got marketing involved immediately, and I said, we have to get this guy on camera, because that was unreal. And not to mention, just Dave’s overall knowledge of just the product in general and where he wants to go with it is extremely impressive. I mean, I’ve learned things from him as he’s given us a tremendous amount of feedback. So, Dave, you know.

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Jon Minkin: Thank you for for joining today.

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Dave Randolph: You bet. Glad to be here. Any anything that can help fellow independents streamline their business, make it a little easier, especially with reimbursements the way they are and audits the way they are.

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Jon Minkin: Yeah. Absolutely. So, yeah, jumping in, I mean, how I know we saw a bit of each other in Kansas City, last week. How was the rest of the show for you there? Did you get any, barbecue?

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Dave Randolph: I got a little bit of barbecue, but honestly, I was surprised there wasn’t a little bit more located around the hotel, a little closer to us, but, no, it was… it was good to get away, but then October, come back, and somebody’s gotta pay the piper when you get back, and we’ve been paying.

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Jon Minkin: Yeah. Yeah. No. I saw I saw you guys on the showroom floor. I mean, any any specific targets or companies that you were looking to have conversations with while you’re while you’re there?

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Dave Randolph: Well, there was a couple of we were looking at as far as some of the new AI stuff. It it really hasn’t fit.

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Dave Randolph: our marketplace yet. In fact, I had a very upset

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Dave Randolph: patient come in today that is a farmer and had been getting AI calls from Humana.

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Dave Randolph: and she was pissed and let me know about it. And I and I just you know that went back to my thought process of

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Dave Randolph: We elected not to do that.

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Dave Randolph: because we didn’t think it would fit our market, and that just kind of cemented the fact that my patients aren’t ready for that yet.

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Dave Randolph: if if they ever will be. And and that’s also what makes us special is the fact that when you call Dave’s someone picks up the phone.

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Jon Minkin: Yeah. You know, and that probably kind of coincides with a lot of maybe your growth strategy for this year too and, you know, retention with patients and you knowing them much better than I ever would. And, you know, I I guess, you know, in your opinion, what would kind of meaningful growth look like, you know, to an independent pharmacy owner today in your opinion?

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Dave Randolph: Well, you got to be selective with that. And that’s one thing that I look at every end of month, you know, when you run your reports and things like that, because

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Dave Randolph: It used to be, you know, 30 years ago, I hate saying that, but 30 years ago, you filled every script you could, and you’re thankful for every script that walked in the door, and the more you filled, the better business you had, and the more profitable you are.

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Dave Randolph: Now it’s not that way.

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Dave Randolph: I mean, you could fill… 75% as much, but if they were the right market…

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Dave Randolph: place fill as far as insurance, and as far as your drug, which drugs they were, you will make more money than the guy that’s filling, you know, 100 more scripts than you are. Which, that’s unfortunate that, you know, we can’t do everything like we used to be able to do, but that… that is the place where we are in the market.

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Dave Randolph: And so you know that kind of growth you have to watch out for we in our neighborhood. Unfortunately, we’ve had some pharmacies closed down.

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Dave Randolph: We’ve been picking up

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Dave Randolph: Trying to pick up where, you know, they have left off by expanding our deliveries and things like that. And that’s going well. Winter’s not here yet. That could change if we get the snow they’re talking about.

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Dave Randolph: But, you know, that’s that’s growth. And then, of course, the growth for me has always been too on the clinical side.

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Dave Randolph: because that’s something that Pbms can’t touch.

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Dave Randolph: is when you’re doing clinical because Hello, cash is king.

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Dave Randolph: And when you can do that and expand your business in that kind of market share that’s going to show up right away on your bottom line.

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Jon Minkin: Yeah, no, and, you know, identifying some of those frictions there with, I think, you know, workflow, and I mean, obviously, you’re the one conducting those clinical services, right, and kind of identifying those opportunities in there. So, you know, that’s… that’s amazing, and…

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Jon Minkin: You know, we talk about a lot of the time where this comes up a lot is, like, convenience for patients, like.

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Jon Minkin: you know, how… how can I, going to an independent pharmacy

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Jon Minkin: you know, as a patient, using all the technology out there today, right? You got the mobile apps that deliver, you have the Uber Eats, right? The, you know, all of these services, even Amazon does it right through Whole Foods when you’re in a bind. Like, you can get everything delivered to you constantly, and it’s done with just a couple clicks, right?

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Jon Minkin: I mean, have you found that, like.

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Jon Minkin: some independent pharmacy owners are looking for more convenient ways to, like, implement these sort of, like, technologies in as part of, like… because it’s just… it’s so prevalent in everybody else’s lives nowadays. So do you… do you see that there’s, like, an advancement going on there?

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Dave Randolph: Yeah. I mean, you definitely are looking to make it easier for the patient to access you as well as easier for your staff.

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Dave Randolph: And again, time is money, and when you can save time by implementing something.

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Dave Randolph: That makes it easier for your staff and the patient, gets them in and out.

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Dave Randolph: less clicks, less time, that kind of thing. It makes you… more attractive to

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Dave Randolph: The patient consumer that we have now that wants it and wants it right now.

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Dave Randolph: and that is always a benefit along with the fact that, like I’m talking about the clinical aspects and things like that. That time doesn’t grow on trees. So if I can save 5 min here, 5 min there, you know that adds up.

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Dave Randolph: And that enables your staff and you to be able to accomplish things that you may not have been able to accomplish before.

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Jon Minkin: Yeah, right. And, I mean, would you say that’s probably, like, when you… when you… when you look for or deciding on whether, like, a digital tool will be right for the pharmacy, you’re kind of going down that checklist of those items there, right?

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Jon Minkin: Patient, patient experience, you know, staff, you know, integration, staff problems, compliance there. Are you looking at kind of all of those things in general before you decide to implement something?

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Dave Randolph: All of those and ROI because everything in the pharmacy, everything in a business has an ROI. I don’t care if it’s a gum sitting at the counter you’re trying to sell, your technician, or an app.

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Dave Randolph: And so when I can do something more efficiently or add something into the pharmacy that improves our workflow, gives a benefit to the patient or the staff, and I can do it at no cost.

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Dave Randolph: That makes it almost, almost a no-brainer. Not quite a no-brainer, but pretty dang close.

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Jon Minkin: Yeah, you know, and that’s… that’s obviously, you know, something that we’ve discussed in the past, and, you know, probably re… you know, I think you’ll bring it back up again here, is it’s like, you know, how deep of the integration does it, you know, where does the integration have to be in order for it to be successful for you, the staff?

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Jon Minkin: And I think with Pioneer now, and some of those deeper integrations that we’ve been able to build out, I mean, have you noticed a significant difference with some of those advancements there, when it comes down to just, I think, just staff use? Because, like, we can push all day for patients to want to use it, but if the staff spot in.

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Jon Minkin: And with your leadership, and we’re pushing from the top down, typically that’s when we see higher adoption, and then which leads to your point, higher revenue. Are you noticing that too?

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Dave Randolph: Yeah, and that’s… you are exactly right. If the staff doesn’t buy in, I don’t care what it is, whether it’s MedSync, or Clinical Services, or Nimble, if the staff doesn’t buy in, there’s going to be friction points.

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Dave Randolph: because your one technician, your one delivery driver, your one pharmacist says, well, I don’t like it, or I don’t see a point to it. Well, that’s gonna bottle up everything up in that bottleneck.

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Dave Randolph: And so…

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Dave Randolph: If you can get your staff to buy in from the start and show them the benefit from the start. Yes, unfortunately, we have to be trained on this.

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Dave Randolph: That doesn’t happen by osmosis. We’ve got to learn how to do it and how to do it well.

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Dave Randolph: So, if there’s a hiccup, we can call customer service and get it figured out right away, or we can bounce ideas off one another to get it figured out right away.

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Dave Randolph: That makes it start right off the bat in a positive note.

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Dave Randolph: And for us, what we did is we took a newer technician.

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Dave Randolph: that honestly did not have as much clinical background, clinical knowledge, Pharmacy knowledge, because she’s new. And we said, Okay, you are our nimble champion.

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Dave Randolph: So anything that happens, of course, goes through my store manager, but it goes through Kelly.

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Dave Randolph: She is our nimble person.

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Dave Randolph: And if there’s an issue, if there’s a problem, if anything needs to be done.

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Dave Randolph: Kelly’s our go-to.

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Dave Randolph: and she took that on like a champ, and has made it easier

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Dave Randolph: For the rest of the staff, because everybody has to know how to do it.

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Dave Randolph: But, when there’s a question, who do we go to?

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Jon Minkin: Kelly.

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Dave Randolph: And it also has given her something that she can claim because she can’t claim to be the 20 year technician. She can’t claim to have know everybody in the store, but she can claim to know everything there is to know about Nimble and how to do it.

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Jon Minkin: Wow, right. And you’ve created that sense of ownership with something in the pharmacy, you know, which I think is amazing, and then they, you know, they own that process, and so I gotta ask.

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Jon Minkin: Did you come up with the term nimbleized or was that you?

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Dave Randolph: Nope, that was me that night when you and I yep in New Orleans when we were right, or maybe it was in New Orleans. It might have been in Nashville.

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Dave Randolph: At IdeaSure, yeah.

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Jon Minkin: Yeah, that’s pretty, that’s pretty amazing. Now, do you tell patients, hey, you’ve just been nimbolized?

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Dave Randolph: No, but we use the term in the store. Has it been nimbleized? Because honestly, I don’t know that patients would understand that, but we do use the term in the store. And in fact, we’ve even started,

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Dave Randolph: We have another thing that makes our our system more efficient as far as filing and things like that. And now we honestly have learned that we leave it out before we put it into the file, because so many more patients are using nimble that it used to be. Well, we’re efficient. We get it.

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Dave Randolph: Build, we get it in the clip, we file it.

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Dave Randolph: and then 15 min later somebody will call, or somebody will nimble in and pay it. So we have to take it out, unfile it, redo it, put it in. Now we just leave it. Sit there for about a half hour.

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Dave Randolph: Because then, if it’s nimbleized, well, then we’ll file it away. And if not, we’ll still be able to file it away, and it’s taken one step out

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Dave Randolph: of our process to actually make it more efficient. And you learn that. In our case, you learned it the hard way after a lot of snapping and unsnapping, but we got it figured out, and now it’s a lot smoother process like that.

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Jon Minkin: Yeah, no, and that’s… that’s a great point. I think, you know, talking,

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Jon Minkin: Talking a little bit about workflow, and how this truly fits in.

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Jon Minkin: Would you… would you mind, kind of, giving us a rundown of your… your actual… because, you know, we know every pharmacy is unique, and I think with your current process and how you’ve been able to expedite things, because to your point, the data shows us over this last year that patients, staff, they’re saving 2 minutes at the counter.

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Jon Minkin: Because we’re not… we’re not discussing co-pays. We’re not… it’s the transaction

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Jon Minkin: the money part of it is completed. So now you actually have more time to discuss a clinical service, or the patient has more time where you can talk to them about new items in the pharmacy, or something about their health, or, I mean, you probably know most of them, so you can chat about anything that you want, but

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Jon Minkin: You know, in terms of your specific workflow and how you’ve

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Jon Minkin: kind of been able to navigate this. Would you mind kind of diving into what, you know, your thoughts are there?

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Dave Randolph: Okay, well, when a prescription comes in, it gets filled.

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Jon Minkin: now.

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Dave Randolph: everybody knows the filling process, and however you do it. Then it gets bagged up. If it’s a new prescription, we write counsel on it, so the clerk, or the technician, or even the pharmacist knows we need to talk to this patient about that.

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Dave Randolph: Used to be it would sit over there, and then my technician would bag them up and file them in our filing system that we have.

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Dave Randolph: Okay?

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Dave Randolph: Now, at once we started doing nimble, we still continue to do it that way. But like I said, it would back up then. So now what we do is we still bag it up. We set it over by our bagging system and filing system and wait.

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Dave Randolph: We give it about a half an hour to an hour. If somebody does not nimble in.

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Dave Randolph: Then it gets back, but if somebody nibbles in.

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Dave Randolph: Jeffrey K. We print off the nimble sheet. If those are unfamiliar with what you get, you actually get a sheet

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Dave Randolph: from Nimble that you print out. It’s a hard copy piece of paper that has the payment, the patient, every… everything on there, and the signature.

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Jon Minkin: Mmm.

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Dave Randolph: We staple that onto the bag and then file it away.

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Dave Randolph: or if it’s a delivery, it goes into our delivery bin for delivery, which side note. By the way, John, I was just gonna you’re gonna love this. My delivery driver just said last night.

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Dave Randolph: I really like, and you may not even know, but we customized our Nimble now.

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Dave Randolph: So it says, deliveries from Dave’s occur between 5, 30 and 8 30 Pm.

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Dave Randolph: And he said to me, he said, you know, I love it when I go in and I get nimble prescriptions, nimbleized prescriptions, he says, because not only is it faster for me, because I just

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Dave Randolph: drop it, you know. Give it to him, and I walk away. I don’t have to wait for a check or cash or anything like that, and I got the signature, he says. But also it says right on there, I’m delivering 5, 30 to 8, 30, so we don’t get the call, saying.

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Dave Randolph: When’s it going to be here? When’s it going to be here? 5, 30 to 8, 30. That’s when it’s going to be there.

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Jon Minkin: Very nice.

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Dave Randolph: Yeah. You can customize things like that to give patients more information that otherwise might have been a phone call to the store taking time away again from you and your staff.

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Jon Minkin: Yeah. No, that’s amazing. And was that something that a client partner called on and said, Hey, Dave, this is probably going to be a fit for your business mix, or how did that kind of come out?

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Dave Randolph: I honestly don’t know on that. That that was something I think that probably, my store manager was working on that, you know, to customize a few things like that. But, you know, with that, you could do a lot of other things with it depending on what you have going on in your store.

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Jon Minkin: Hmm.

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Jon Minkin: Yeah. Very cool. Yeah. No, that’s amazing. That’s good to hear. I know that the product roadmap lately has been, you know, tightened up, and, you know, we listen. You gotta be able to listen to your, you know, pharmacy partners and understand, you know, collectively, take the top 10, take the top 20,

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Jon Minkin: figure out a way to get it done, just like we were able to get the deeper integrations completed to make your lives easier, make it faster and more sticky. So, no, that’s really good to hear.

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Jon Minkin: You know, when you think about, like, other pharmacy owners that might think, you know, that might have some…

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Jon Minkin: reservations around how we kind of make money here, right? And I think it’s always good and… to be extremely transparent with, you know, what we… what we do as a whole, and, you know, how… how does… how is Nimble able to

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Jon Minkin: Provide a service at the patient level, at the transaction level.

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Jon Minkin: And how are we able to no-charge this solution and kind of set it up in a true partnership model, and really not change that? And then, to your point earlier, pay the pharmacy to utilize it.

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Jon Minkin: And it really just comes down to the simple ads that you see when you’re, you know, you’re watching TV. These are contracts for manufacturers, and some people, you know, get the ads at the end, and it’s pretty standard. The patient doesn’t need to engage with it, they don’t need to watch the video, it’s just how we’re going to be able to

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Jon Minkin: really helped the pharmacy with the new revenue stream, which I think is… very exciting.

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Jon Minkin: So with that being said, like, what would you, you know, if another pharmacy owner was considering Nimble, what would you kind of, you know, what would be your highlights there? What would you tell them?

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Dave Randolph: Well, along that same lines, honestly, that was something that I learned after we had signed up with Nimble. I mean, how are you gonna make money? Nothing’s for free, right? I mean, people don’t realize that even with a lot of things, but…

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Dave Randolph: I was a little. Yeah, we had already signed up, but I was a little hesitant about that till I downloaded the subway app.

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Dave Randolph: Guess what? You get the same thing with that, too! And I thought, you know what?

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Jon Minkin: room.

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Dave Randolph: isn’t that big a deal for me to walk into so I so I can walk into Subway and my order’s ready to go.

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Dave Randolph: And that kind of thing. And it’s the same process there. For most people, especially younger people.

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Dave Randolph: They’re used to it.

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Dave Randolph: They’re used to it because they probably have at least one fast food app on their phone.

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Dave Randolph: Maybe a movie app on their phone.

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Dave Randolph: And so it’s something that they just are accustomed to. Now, an older individual, you might have to explain it to them. But our older individuals, really, we have not had

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Dave Randolph: to explain it to them. So either I’m not… maybe I’m not giving them enough credit. They’re used to it, too, you know? You don’t have to be a 30-something to be used to it. You could be a 70-something to be used to it. But…

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Dave Randolph: It still has been a benefit when they walk in the in the store and you’ve got a line of five or six people and we catch them and go, oh, that’s John.

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Dave Randolph: His script’s nimblized, and they walk right up and boom! There it is. John’s out the door. John’s happy. We’re happy because he’s not number 6 in our line of 5.

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Dave Randolph: And then the other 5 people are going.

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Dave Randolph: What just happened here, and how can I do that?

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Jon Minkin: Yeah. Have you, have you, have you opened up like a separate checkout line in the pharmacy or possibly?

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Dave Randolph: The way… the way that our pharmacy lines up, you have two cat… you have, like, you have one cash, cash register here, one cash register here, and then there’s a hole in the middle.

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Dave Randolph: Okay, so you can have a line here and a line here. But if we see John coming up, we can catch him in the middle and just hand it right there. Kind of like, you know, Taco Bell somewhere has their pickup area.

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Dave Randolph: Similar kind of thing.

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Jon Minkin: Wow. That’s I mean, that’s that’s great. Very convenient how you’ve kind of incorporated that. Yeah, we’ve we’ve heard that you know some some pharmacies are trying to create like their own checkout line where that’s you know, you speed things up there, you have your orders in, orders out. So that’s that’s awesome to hear.

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Jon Minkin: And how’s the revenue been? Has that been… has that been good for you? I mean, you’re getting… you’re getting your payments, and everything’s been kind of clean and buttoned up there for you?

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Dave Randolph: Yeah, yeah, that’s that’s not an issue. And and the thing is people and I excuse me, I haven’t had this question a lot.

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Dave Randolph: But for those out there that are not necessarily familiar with it. This is not

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Dave Randolph: going to true you up on your losses from Pbms. It’s not going to make you rich. Nimble is not going to make you rich. However.

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Dave Randolph: What they’re going to do is enable you to offer a service that will make your patients life easier.

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Dave Randolph: Make your staff

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Dave Randolph: have more time for more important things. Not the patient interaction is not important, but I mean, you can do other things with that 5, 10 minutes.

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Dave Randolph: and especially if you do deliveries.

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Dave Randolph: It’s gonna free up a lot of the time that you’re paying your delivery driver to stand at the door, wait till they find the 50 cents in the bottom of the couch, or wherever the heck they’re digging it from, to come back, and then

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Dave Randolph: get the signature for somebody who doesn’t sign very well on the tablet or the phone, whatever the heck you’re using. No.

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Dave Randolph: Knock on the door.

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Dave Randolph: Here, Shirley, here’s your prescription. Thank you very much. I’m out the door. What took 5, 10 min before takes 2.

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Jon Minkin: Yeah.

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Jon Minkin: Yeah, no, that’s great.

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Jon Minkin: Yeah, you know, and you brought up another good point around the checkout flow piece, but the…

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Jon Minkin: A lot of pharmacies today, about 70% of them, you know, just across the Nimble network, are

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Jon Minkin: Activating an admin fee.

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Jon Minkin: upon checkout. It’s at the very end of the flow. It’s essentially just like everything else out there, right? It’s… you’re either… you’re either… you’re either paying the credit card fee for the… for the… for the.

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Jon Minkin: For the company or, you know, they always have these, like, you know, or there’s a tip. Right? I I I I was joking around and saying, well, you need to put that for pharmacists too. Give your pharmacist a tip.

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Jon Minkin: You know, and everybody else is doing it, but have you thought about, or are you currently doing any sort of, like, admin fee or activated that on, on, you know, for your patients?

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Dave Randolph: Well, as far as the tip thing, I have heard of a pharmacy actually leaving that in for me as a patient.

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Jon Minkin: now.

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Dave Randolph: Pissed me off, but… but I actually filled a prescription earlier today.

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Dave Randolph: and it was like he got his prescription. It was like a dollar 25.

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Dave Randolph: And he goes, that’s all? And I said, yeah, that’s all. I said, unfortunately, that’s all that I was paid for the entire strip. Your insurance said they covered it, they didn’t pay a dime. You paid $1.25, and it cost me $10.50 to dispense it, so I just lost

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Dave Randolph: $9 to fill your prescription.

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Jon Minkin: Mmm…

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Dave Randolph: He goes, boy, you ought to have a tip jar here. And I thought, yeah, I should, but I don’t.

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Jon Minkin: Yeah, yeah.

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Dave Randolph: So, the admin fee, I know that a lot of pharmacists are charging their credit card.

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Dave Randolph: A percentage on their credit card. We have really looked at that. We have not done that yet.

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Dave Randolph: We’ve been able to reduce our credit card processing fees quite a bit, and that’s helped out a lot.

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Dave Randolph: But that doesn’t mean that we won’t do that because you’re right. I mean, you go grocery store, fast food everywhere. We’re adding an additional 2%, 3%, 5% to cover the cost of the credit card fees.

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Jon Minkin: Yeah, absolutely, yeah, absolutely. I mean, you think about, like, the… I think just the…

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Jon Minkin: just the dollar amount, like, what does that really represent? And, you know, you look at a $22 copay at, let’s say, 3% admin fee at… that’s 66 cents.

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Jon Minkin: you know, it’s… and it… over time, it’ll accumulate because, you know, you’re… you’re offsetting a little bit of that cost. It’s not really a revenue, it’s really, like, in my mind, it’s a cost offset.

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Jon Minkin: And the patient’s paying for convenience. I mean, if I could pay 12 bucks a year to be in and out, no problem. Like, that’s, you know, so… it’s good that you’ve considered it. Like I said, a lot of them are launching with that

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Jon Minkin: particular feature to help with that. It’s something that we worked a couple years on to make sure, from a compliance perspective, like, we had it dialed in.

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Jon Minkin: And we know with Stripe as our credit card processing company that we use, we’re able to pass that along, you know, pretty seamlessly. So now it’s all reconciled.

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Jon Minkin: in one section, and as you know, I mean, you have your… you have your red cell statement, or your heartland, whatever you’re… and then you have your stripe, which is all of your nimble-ized

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Jon Minkin: Patience.

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Dave Randolph: I.

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Jon Minkin: that comes through every month. So the reconciliation piece, I think, gets a lot of people kind of caught up. But it really is just that simple. It’s just you got two statements. The money right still goes back into your account, just like it will with your other processor.

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Dave Randolph: Yeah. And the fact again, that it’s on on the nimble app makes it easier to that way.

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Jon Minkin: Yeah.

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Dave Randolph: So I can see that, yep.

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Jon Minkin: Very cool.

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Jon Minkin: Very cool. Well, Dave, I mean, I can’t thank you enough for taking the time. I mean, anything else on the top of your mind? I was gonna…

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Jon Minkin: show the folks, you know, watching in, a little bit of just a very small overview, and then there was a great QR code that actually talks about you and your story, which I thought was definitely worth sharing for everybody. Anything else on your mind?

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Dave Randolph: The biggest thing is really I would recommend a couple of things. Number one, get your champion.

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Dave Randolph: Get your champion, and don’t make it the one who’s the busiest, because

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Dave Randolph: They’re busy. Get somebody that can own it, and like we have, and

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Dave Randolph: They’ll just be a rock star at it, and that will help you out tremendously. And then the second thing is, don’t just sit back on it.

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Dave Randolph: I have a great store manager that advertises the heck out of everything we do. And if you just get it and put a little door tag up and maybe, maybe something at the front counter and then expect people to run to you.

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Dave Randolph: Nobody’s heard of Nimble in the general public.

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Dave Randolph: Yet.

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Dave Randolph: You have got to take the time.

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Dave Randolph: to advertise it, to tell your clerk, to tell your delivery driver, to tell your technicians to push it. And then.

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Dave Randolph: Get some signage up.

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Dave Randolph: You know. Why did why did Sally walk in and walk out in 2 min? We have nimble.

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Dave Randolph: What’s nimble? This is nimble. This is why it works. This is how it works.

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Dave Randolph: And…

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Dave Randolph: It will grow. I mean, like like I told you, my delivery driver yesterday, it has grown tremendously. The majority of our deliveries now are through Nimble.

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Dave Randolph: So it just speeds everything up. So don’t just get it and expect it to grow on its own. It’s not a plant.

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Dave Randolph: You’ve got to…

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Dave Randolph: take it on yourself and do some work to get it to grow. After it starts growing on its own, it will take off. Because people will talk about it, people will come into the store and see it being utilized. And your employees, when they see it take off, will go, dang, that’s nice.

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Dave Randolph: Let’s see if we can get more people on this, so we don’t have to sit at the cash register, entering everything in, getting a signature, and stuff like that. It’s just done.

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Jon Minkin: Yeah.

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Jon Minkin: Yeah, and you brought up a really good point about the marketing, right? Get it there, get it visible. We’re trying to send out marketing information as soon as a pharmacy enrolls, so it goes out simultaneously the next day with some great new branding that we have, and that way they have just more than just the signage. They have, you know, information… they’ve

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Jon Minkin: pieces in the pharmacy that reminds the staff, hey, we have Nimble, it’s a faster process for the patient, it’s secure, it’s compliant, all those great things, so that’s great. Do you guys, you guys have a Facebook page, or do you market anything online from a social media perspective?

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Dave Randolph: We’ve got… we’ve got all social medias, yes, we do.

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Jon Minkin: One of the things that was pretty effective that I heard a story about is the owner, like yourself, getting on there and you have, I mean, I’m assuming most of your patients follow your pharmacy, right? Or you have.

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Dave Randolph: Hope so, yep, yep.

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Jon Minkin: I would, yeah, is, discussing it there, and letting them know that we have a new product that we just, you know, implemented in the pharmacy, and if you utilize it, it actually speeds things up when you come in. I thought that was kind of a…

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Jon Minkin: Pretty forward-thinking, you know, piece from you know a pharmacy owner to actually get on there from you know video and and promote it that way, I thought was pretty pretty interesting.

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Dave Randolph: Well, and if they do it, just throwing this out as an idea for anybody that’s done it on there, don’t forget to put the little QR code on that same thing, because then, right there, boom, they can pick it up right off Facebook, download it right there, and they don’t have to come into the pharmacy to do it.

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Jon Minkin: Yeah, yeah, great point.

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Jon Minkin: See, that’s why you’re on that side of the camera, and I’m on this side.

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Jon Minkin: Hey.

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Jon Minkin: Perfect. Anything else? I was just going to give a brief rundown to the folks on, but anything else you can think of? Amazing points here.

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Dave Randolph: I really, I think, I think we’ve gone over it all. Again, oh, the one thing that we didn’t mention was, the audit.

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Dave Randolph: that was one of the highlights for or not highlights. The lowlights for me when I was considering nimble, and my manager brought it in was, I was like, there’s no way in heck, because I’m not going to be audited and lose

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Dave Randolph: hundreds or thousands of dollars, depending on the prescription, and that because it didn’t pass an audit.

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Dave Randolph: Well, we’ve been doing Nimble now two years, John, is that right?

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Jon Minkin: Yeah, I believe so, yeah.

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Dave Randolph: About that, I think. And we’ve been on it several times, and we passed every audit. There has not been an issue.

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Dave Randolph: Because that signature is just like

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Dave Randolph: The signature that they would do on your tablet in the delivery, or at the cash register in there, it looks exactly the same, and we’ve never had an auditor say, nope, that’s not good.

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Jon Minkin: I see. Yeah. Good. Well, that’s, I mean, obviously amazing to hear, and that’s obviously one of the things that, from a compliance perspective, I’ve never heard of any sort of

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Jon Minkin: compliance-related issue, you know, across the board with, you know, any other pharmacy. If we did, if there was an issue, I mean, typically, you know, Nimble being really constructed in 2016 with a partnership with Uber Eats. So we had an opportunity to kind of get in there, build out the

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Jon Minkin: the delivery piece of the solution for a bit of time. So, working through a lot of compliance areas there, and then eventually the, kind of, what I call core product mobile checkout, came about, and then obviously there’s a refill component there, too. So… Perfect. Well, thank you, Dave, so much for all your insight.

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Kelli Stovall: And John, I’m going to hop in here just really quickly. If anyone has a question for Dave or John, there is a Q&A tab at the bottom of your screen. Go ahead and enter it there and we’ll get an answer for you.

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Jon Minkin: Thank you, Kelly.

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Jon Minkin: Awesome. So, this is fairly brief. I think it’s a nice, high-level overview of

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Jon Minkin: really where we’ve evolved today and how the solution’s grown. And it really is in three key main areas, and number one is improving patient outcomes. What we see from an actual digital solution

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Jon Minkin: A claim that comes in, post-adjudicated, like, the patient has an opportunity to actually look at their phone, review their medication history.

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Jon Minkin: Pay for a prescription on their phone.

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Jon Minkin: request refills, staying close, and then also being able to communicate back with the pharmacy with a two-way messaging application has been… has been great. I think it’s helped with just across-the-board adherence and therapies that we’ve seen. I mean, it’s like a 30-40% increase across the board. Our…

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Jon Minkin: Refill component…

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Jon Minkin: when implemented, is done in a very strategic way around the messaging that we use to communicate directly to the patient. So, after sending out

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Jon Minkin: hundreds and hundreds of millions of communications. We’ve changed the wording so there’s a reaction from the patient side to physically do something. And I think that’s a really… I mean, in terms of when just… when you look at… when you look at the numbers and the increase, it’s hard to really

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Jon Minkin: it’s hard to really argue that it’s making an impact in the patient’s life, because we’re able to get them to act. And we did bring this up previously, but saving time is such a huge component. I think everybody would agree that, I mean, if you can save 2 minutes of not having to talk about the cost of their

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Jon Minkin: copay. That conversation’s over, because they’ve already paid.

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Jon Minkin: the transactions completed, so you’re saving a significant amount of time there, and you’re reducing inbound phone calls. And, Dave, I think you could probably jump in here and tell me, but what would you say, on a daily basis, your decrease of inbound phone calls is since you’ve been using Nimble?

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Dave Randolph: Well, on that, for the amount of prescriptions that we’re doing, I am going to say that we have cut it down.

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Dave Randolph: probably about 20%, which you don’t think. Oh, that’s very much. But

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Dave Randolph: When you’re on the phone for those aren’t 30-second phone calls.

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Dave Randolph: Those are generally 5 min phone calls regarding that.

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Dave Randolph: Or…

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Dave Randolph: like you said, the cost of the copay. How many calls do we get that say, how much is my prescription? Well, guess what? If they’re on… they know what it is, so they’re not calling us for that. And John, I hate to interrupt you, but something when Save Staff Time came up, and I had thought about this earlier.

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Dave Randolph: Huge amount of SAF time that has nothing to do with the cash register or delivery, but everybody goes through it probably every week to 10 days, and that is return to stocks.

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Dave Randolph: That is a huge commitment of time for a technician or a clerk.

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Dave Randolph: and money, because when you submit a claim, there’s a claim submission fee. There’s a vial, there’s a label, there’s everything.

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Dave Randolph: Return to stocks are a pain in the rear.

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Dave Randolph: But with Nimble.

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Dave Randolph: You don’t get I don’t think we’ve ever done a return to stock on a nimble eyes prescription.

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Dave Randolph: Because guess what? If I pay for something, by golly, I’m going in and picking that dang thing up.

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Dave Randolph: So the more people you have on nimble that are utilizing the app, the less return to stocks you have.

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Dave Randolph: If you’re in a compounding world.

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Dave Randolph: Holy cow!

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Jon Minkin: Mmm.

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Dave Randolph: That’s huge, because you can get your money up front, which some of you already do. But this is a guarantee.

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Dave Randolph: That you don’t have to worry about.

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Jon Minkin: Yeah. Yeah. Amazing point. And, you know, thank you for bringing that up because we we do hear that I just the the less bags that are typically hanging in in pharmacies because of, I think, the the way that the communications are kinda set up and the patient reaction. But, I mean, the return to stock function, obviously.

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Jon Minkin: Massive time saving, money saving, too, so that’s great. We don’t…

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Jon Minkin: we really don’t put that from an ROI perspective, any sort of, like, conversations, because it’s… it’s hard to measure on our end, but again, great talking points, and definitely something worth… worth bringing up. And that kind of filters into the growth… the growth of the pharmacy, and…

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Jon Minkin: How it works, as you know, is, for everybody listening in, is it’s…

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Jon Minkin: The digital checkout experience, when a patient goes through it, they check out and they pay. The pharmacy is immediately notified. Every time that happens, regardless of ad, regardless of what’s on there, the patient then net… excuse me, the pharmacy.

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Jon Minkin: Pharmacy nets $0.50 every time. We accumulate those patient checkouts on a monthly basis, and we send the pharmacy a check.

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Jon Minkin: or we actually have it set up ACH now, in the form of a check, and those are called experience payments. That’s the money we get as a partner… you get as a partner pharmacy. So, to Dave’s point earlier.

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Jon Minkin: the more adoption, the more checkouts, the more money will roll in. And yes, it’s not going to make you rich, right? But if we can cut into

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Jon Minkin: half or, you know, three-quarters of what your pharmacy management system company is charging you, then we actually, you know, we have an integrated solution that’s making you money, or saving you money, you know, from the admin fees, or making you money, and you’re offsetting costs from that.

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Jon Minkin: on a monthly basis. So, little things like that, when they’re integrated, in my opinion, go a long way.

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Jon Minkin: There’s an OTC component on there as well through the checkout flow. It kind of depends on how aggressive you want to get with it. You can add 4 items, or you can add up to 30 items on there. You can price them any way that you want.

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Jon Minkin: We’ve seen a lot of success if the pharmacy has a drive-through. Put some seasonal items on there, and that goes right to you.

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Jon Minkin: Nimble takes none of that. So that’s another kind of a way to really incorporate, like, an e commerce play.

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Jon Minkin: I think a lot of us a lot of us would probably agree that patients really don’t go on your website to buy things.

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Jon Minkin: a lot. It’s there, right, as a… as a… as a way to say, this is a legitimate business, these are the services that I offer, and these are… this is my location, with… I always like seeing the pictures of the pharmacy team there. That’s the cool thing about independent pharmacy, right? The whole family’s on there, I love that.

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Jon Minkin: And then we talked about admin fees, and this is completely an optional service, but it is a way to offset those

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Jon Minkin: costs that you’re getting from, really, just the cost of doing business. Either, you know, your credit card provider’s gonna charge you for those credit card fees, or Stripe’s gonna charge you. It’s all the same. It’s all transparent, it’s all online, it’s all, you know, mainly all the same fee on there. You can pass that along.

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Jon Minkin: Here’s a look at our wonderful, IPC, pharmacies today. I… this number

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Jon Minkin: Keeps growing, it’s really amazing, you know, when,

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Jon Minkin: I approached Kelly a couple years ago, and she’s like, well, we’re gonna have to do a deep dive here, pal, and I’m gonna need a lot of information before we do anything. I need testimonials, I need.

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Jon Minkin: I need… I need… I need… there was a… there was a long list of items, but that’s because IPC cares about their member pharmacies. It’s… they’re very close to everybody, I think, within the group. It’s… it’s been an amazing partnership, and this number to me is

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Jon Minkin: huge. We can do even more, and the goal of this is getting it out there and having people try

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Jon Minkin: Try Nimble, because the retention rate internal here is, like, 98%.

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Jon Minkin: And it’s hard to believe that’s extremely high for any sort of SaaS product, but that does come down to the commitment to our pharmacy members, the commitment to our partners, like I… great partners like IPC, and making sure that we have

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Jon Minkin: internal customer support to take care of anything that happens. And if there’s updates, Dave needs to be notified right away that there’s been an update. And the client partner that works with Dave should know what Dave wants, and should know how Dave’s operation is. So when there is something that comes up.

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Jon Minkin: Dave gets it right away. That’s something that I’ve consistently pushed internally, that’s…

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Jon Minkin: will help, again, just with the friction point of deepening those integrations and getting you what you need. So, as you can see on the screen here, a lot of great pharmacy

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Jon Minkin: Partners we’ve worked with, and that’s just a few of them.

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Jon Minkin: And then lastly, we encourage everybody

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Jon Minkin: Scan the QR code, it’s gonna bring you to a landing page. You’re gonna see Dave’s story. It’s really inspiring how how he started, where he’s what he’s doing today, his initiatives moving forward. And we’d love for you to explore his journey on there. So thank you everybody for coming.

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Kelli Stovall: Fantastic insights tonight. Thank you so much, Dave. Thank you, John. Nimble’s been a great partner, continues to be a great partner, very attentive in customer service, and really just innovative at the new services that have come out. We appreciate that a lot. So, thanks everybody for joining tonight.

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Jon Minkin: you.