PrimeRx Hosts Xplore 2025: First-ever User Conference
PrimeRx hosted more than 300 customers at its Xplore by PrimeRx User Conference in October in Jersey City, N.J. “Let’s continue to shape the next chapter of pharmacy innovation,” said Ketan Mehta, CEO
More than 300 customers attended the two-day event, which showcased the PrimeRx ecosystem, including long-term care models, AI (artificial intelligence)-driven patient engagement tools, DSCSA (Drug Supply Chain Security Act) compliance solutions, and its new integrated pharmaceutical purchasing workflow, PrimeRx MARKET. Dedicated sessions on DSCSA and pharmacy law gave customers the opportunity to stay current on compliance and remain future ready.
Mehta, who was excited to host long-term and new customers alike, encouraged users to take advantage of not just the new features highlighted at the conference, but also the many features already available. “This is an investment in our users. We want to understand what you want to do for the next year, three years, five years,” he said.
Keynotes included presentations from Tim Tannert on “How to Get a Grip on Your Pharmacy with EOS,” a demonstration of PrimeRx CLOUD and PrimeRx MARKET, and a session by Dr. Mayank Amin on “Service as Our Superpower.” NCPA’s Mark Ey gave an update on the state of independent pharmacy, noting that there is a silver lining in all that’s happening, and touted PrimeRx MARKET as a game-changer for pharmacies looking to maximize profitability by managing purchasing within a real-time workflow.
Darrell Hyde, PrimeRx CTO, spoke on “Agents in the Aisle: Harnessing AI to Reduce Distractions in Pharmacies.” He pointed out the significant impact interruptions have on pharmacy workflow and accuracy rates.
The pharmacy of the “not too distant future” will see AI deployed in a variety of ways, Hyde noted, including therapy optimization, inventory and purchasing optimization, and self-service kiosks. He provided an in-depth demonstration of interactive voice agents, a feature that can manage incoming calls, answer routine questions, and even help triage patients.
“There is too much time spent on the phone and performing repetitive tasks,” Hyde said. Traditional self-serve solutions for calls, like interactive voice response (IVR), text messages, and apps, often pose a challenge for older populations. As AI continues to improve, the ability to deploy an empathic AI voice agent who can have an intelligent conversation with a patient is quickly becoming a reality. Safety is paramount, and Hyde showed how the interactive voice agents would mirror data in the pharmacy system, direct a patient to 911 if they report a severe symptom, only respond with information the system knows is true, and gather patient information, such as side effects, before transferring the call to the pharmacist.
“Artificial intelligence and machine learning present huge opportunities that give pharmacies an edge in delivering care and maximizing profitability,” Hyde concluded. “AI doesn’t replace a pharmacist’s clinical expertise, but gives back time to focus on it.”
Khaled Khan, director of product for PrimeRx Enterprise, said the focus is on efficient, more intuitive workflows, with the goal of making PrimeRx easier to use and driving pharmacy success. All solutions are driven by customer feedback to address real pharmacy needs.
A new feature Khan was excited to share is e-prescription automation, “eFill.” This feature automates prescription processing for both new and refill prescriptions. It includes user-preferred options for handling exceptions, such as DUR (drug utilization review) alerts and allergies, and the system can file prescriptions that are not yet due. Claims are sent and labels are printed automatically, significantly reducing manual touchpoints and errors.
Updates to the KPI (key performance indicators) dashboard feature an intuitive interface that presents key pharmacy metrics clearly and efficiently. Customers can switch views to analyze pharmacy data for a range of dates up to the last quarter, as well as customize widgets to focus on areas of interest, including profit, revenue, drug performance, and prescription drug monitoring program reports.
Coming next year, there will be an added integration with Uber Direct as one of the built-in delivery partners.
“We want to help the customer — by showing you how to use the system better and all the features we add,” Mehta pointed out. “We also learn from you and adapt. We have done this for 30 years, and we intend to do it for another 30.”
