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Automating Contact Lenses Prescription Processing with IDP & RPA

The Rx verification process for prescription eyewear retailers is key in the supply chain of online retailers for contact lenses and optical solutions. Per FTC rules, a verified medical prescription is required to fulfill online orders, these prescriptions are typically ingested on the retailer's websites in unstructured formats such as an image or a scanned PDF often containing hand-written information, forcing most retailers to assign a sizable full-time workforce dedicated in the manual revision, transcription, and verification of these prescriptions in order to fulfill client orders in a timely manner. 

Intelligent Document Processing

This process starts typically with clients submitting either the Rx record themselves or send their eyecare provider information to meet compliance requirements, responders from the eyecare provider's office will either fax, attach, or take a picture of their prescriptions to the online retailer.

Given the large amount of manual effort that is involved in this process, online prescription verification is a prime use case for intelligent document processing and automation. By leveraging IDP and RPA technologies, this process can be driven end-to-end dramatically decreasing human involvement and boosting accuracy.

How does it work?

JOLT has stepped in and designed a contact lens and eyeglass prescription processing solution. Using real eye care providers, customer-submitted prescriptions, and agents with just 30 minutes of hands-on training, JOLT was able to speed up processing 7-8 times the human baseline. In an organization with 100 employees manually processing, assuming an average salary of $50K per year, manual processing might represent a cost center of close to $5 million dollars annually. By automatically process prescriptions using Hyperscience (IDP) and UiPath (RPA), online retailers can reduce cost centers while maintaining or exceeding their compliance requirements.

The attended automation process starts with the RPA bot being triggered about a new incoming order with prescription documentation needed for verification inside their customer contact center portal, the bot would download the prescription file and transcribe the values from the file into the custom web interface to validate whether all values match the requirements for the fulfillment, Ie. Is the prescription expired? Are the values for the prescription valid and allowed by the brand?

If the IDP is not able to locate certain fields with a high enough certainty, a Field Identification Screen puts a human in the loop with the AI, to assist in identification and training, growing smarter over time. Hyperscience is the best-in-field at processing handwriting, which is required to convert handwritten text. If however, the machine does not transcribe with enough confidence, it again reaches out for a human to validate, correct, and teach the AI over time, using a Transcription Screen. After the data validation process, the robot would determine the outcome of whether to fulfill the order or additional information will need to be collected from the end customer. Finally, the robot will notify the associate regarding the validation outcome of the prescription and trigger any follow-up actions required to complete the order fulfillment.

Benefits & ROI

Prior to automation, it took an associate 1,5 mins to process each Rx form, now it takes 16 seconds. That's 82% faster!

Assuming we have 100 associates manually processing all prescriptions end to end, the organization would now be able to reallocate these associates to higher-value work and only a few associates to complete exception handling events.

With an estimated annual labor cost of $50,000 dollars, the total annual labor plus the accuracy costs summed up to $3,700,000. Now, with the implementation of the Intelligent Document Processing Interfaces, it went down to $850,000, cutting down the costs by 77%.

That represents labor savings of $2,850,000 the first year and going up to $8,550,000 in three years.

 

Automating the processing of Prescription Lens forms and an easy-to-use interface for associates brought the company a 6x increase in throughput, achieving 96% Field Accuracy output, lower overall operating costs, increased compliance and accuracy SLAs, and improved customer and associate experiences.

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If you are interested in leveraging the power of RPA and IDP to support your online prescription verification efforts or have a use case that can be solved with RPA and IDP, contact us to talk to an RPA specialist today! 

JOLT is an experienced pure-play RPA and Intelligent Automation services provider and UiPath Certified Professional Services Partner. We are prepared to assist you with RPA strategy and implementation to boost your digital transformation initiatives.

 

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