How Nufactor Built Near-Zero Employee Churn in a 40% Industry with COO Leslie Vaughan

The Nursing Infrastructure Behind Home Infusion with Ryan Johnson

In this episode of Pharmacy Operators Podcast, Eesha Sharma sits down with Ryan Johnson, founder and CEO of Float Health, to explore one of the most overlooked bottlenecks in specialty pharmacy: nursing infrastructure for home infusion. Drawing on his experience as an ER nurse - and as the son of a specialty pharmacy patient who depended on IVIG therapy - Ryan shares how Float Health was built to solve the operational challenges preventing patients from reliably receiving infusion treatments at home. Together, they unpack why nursing capacity has become the “rate limiter” for specialty pharmacy growth, how outdated staffing models impact patient adherence, and why pharmacies need to rethink nursing as a strategic growth engine rather than simply a cost center. Discover how Float Health: • Helps specialty pharmacies dramatically improve infusion staffing rates through a patient-centered staffing model. • Uses technology and operational workflows to reduce scheduling friction, documentation delays, and administrative burden. • Enables pharmacies to scale infusion operations without proportionally increasing fixed staffing costs. • Improves patient adherence and continuity of care by moving away from fragile one-to-one nurse assignment models. • Creates better experiences for nurses, patients, and pharmacy operators through flexible care coordination and infrastructure. Episode Highlights (Chronological) 00:01 – Welcome & guest introduction 02:10 – Ryan’s ER experience and the operational problem behind chronic hospitalizations 03:53 – How Ryan’s father’s IVIG journey inspired Float Health 06:28 – Building a healthcare startup with family 08:14 – Why so many specialty pharmacy referrals go unstaffed 13:43 – Float Health’s “one-to-many” staffing model and improving adherence 16:16 – The “bus factor” problem in infusion nursing 19:07 – Why nursing should be viewed as a growth engine, not a cost center 24:31 – The operational failures that led Float to build its own technology platform 28:36 – What home infusion nursing actually looks like day-to-day 31:54 – The metrics specialty pharmacies still struggle to measure 37:30 – What operational excellence looks like in specialty pharmacy 41:45 – Where AI fits into specialty pharmacy operations - and where it doesn’t 43:43 – The future of specialty pharmacy and nursing partnerships 46:20 – Ryan’s advice for pharmacy operations leaders This episode is for pharmacy operators, infusion leaders, healthcare executives, and anyone interested in the future of specialty pharmacy infrastructure. Learn how nursing, care coordination, and operational systems directly impact patient adherence, growth, and the future of home infusion care. 🔗 CONNECT WITH RYAN JOHNSON & FLOAT HEALTH Website: Float Health LinkedIn: linkedin.com/in/float-ryan [http://linkedin.com/in/float-ryan] If prior authorization workflows and operational bottlenecks are slowing patient starts in your specialty medication operations, Lamar Health helps automate prior authorization workflows across your existing systems - reducing delays, minimizing rework, and helping patients begin therapy sooner. Learn more: https://www.lamarhealth.com/ [https://www.lamarhealth.com/] Subscribe for more conversations with pharmacy leaders shaping the future of specialty care. #PharmacyOperators #SpecialtyPharmacy #HomeInfusion #InfusionNursing #HealthcareOperations #HealthcareInnovation

How AI Is Changing Pharmacy Operations with Harry Travis

Most pharmacy leaders know AI is coming - but very few understand what it actually takes to apply it in real operations without getting lost in hype, complexity, or vendor noise. In this episode of the Pharmacy Operators Podcast, Eesha Sharma sits down with Harry Travis - former executive at Aetna, CVS Caremark, and Accredo, and a 40-year veteran of pharmacy operations. Harry has seen every major shift in pharmacy - from IV automation to specialty scale and PBM consolidation - and explains why AI is fundamentally different. This conversation cuts through the noise and focuses on what actually matters for operators today: where AI is already working, where it’s overhyped, and how to think about adoption in a way that drives real impact. They cover: * Where AI is already delivering results in pharmacy operations * Why repetitive cognitive work is the first area being disrupted * The real relationship between data, value, and margin * Why benefit verification remains one of the hardest problems to solve * How trust and communication determine whether AI adoption succeeds * A practical framework for getting started - without overcomplicating it Harry also shares a clear, no-fluff approach for operators under margin pressure: start small, focus on real workflows, and balance short-term efficiency gains with long-term value creation. ---------------------------------------- ⏱️ KEY MOMENTS 00:00:00 – Introduction 00:00:40 – Why is AI different this time? AI introduces intelligence as a tool - not just software - which fundamentally changes how work gets done. 00:02:23 – Background across pharmacy From Baxter to CVS Caremark, Harry shares how decades across the value chain shape his perspective. 00:06:03 – Lessons from IV automation Adoption depends on clear value across stakeholders, not just the buyer. 00:08:03 – Data vs. margin Understanding how product, data, and money flow together. 00:10:48 – Patient behavior vs. assumptions What ingestible sensors revealed about medication adherence. 00:15:02 – Where AI is actually working Early wins are in narrow, high-frequency workflows like intake and call handling. 00:18:59 – What’s overhyped Why benefit verification is still far from solved. 00:24:02 – Where operators get it wrong Change management and trust matter more than technology. 00:26:10 – Where to start Focus on simple, repetitive tasks first. 00:29:45 – One action this week Get informed and build awareness - momentum starts there. ---------------------------------------- 🎯 WHO THIS IS FOR Pharmacy operators, healthcare leaders, and anyone navigating specialty pharmacy operations who wants a grounded view of how AI is actually being applied today. ---------------------------------------- 🔗 CONNECT WITH HARRY TRAVIS 💻 Wbsite: therxroundtable.com [http://therxroundtable.com] 💻 Website: thetravisgrp.com [http://thetravisgrp.com] 🤝Linkedin: linkedin.com/in/hjtravis [http://linkedin.com/in/hjtravis] ---------------------------------------- 🚀 ABOUT LAMAR HEALTH Prior authorization remains one of the biggest friction points in specialty pharmacy. Lamar Health helps automate prior authorization workflows within your existing systems - reducing manual work, accelerating submissions, and helping patients start therapy faster. Learn more: https://www.lamarhealth.com/ [https://www.lamarhealth.com/]

How AcariaHealth Built a Patient-Centered Specialty Pharmacy with CEO Jessica Ciccolella-Kahl

In this episode of Pharmacy Operators, Eesha sits down with Jessica Ciccolella-Kahl, CEO of AcariaHealth, to explore how specialty pharmacies can build truly patient-centered care within a complex healthcare ecosystem. Drawing on experience across both the payer and specialty pharmacy sides, Jessica shares how AcariaHealth works to reduce friction for patients, support providers, and deliver high-quality care at scale. Discover how AcariaHealth: • Designs operations around the patient journey to improve access, adherence, and outcomes. • Supports providers through innovative roles like Provider Experience Managers that help reduce administrative burden. • Encourages internal innovation through programs like Boost, empowering teams to improve processes and collaboration. • Builds a culture of accountability, transparency, and compassion that aligns strategy with patient outcomes. • Balances innovation, operational excellence, and risk to simplify the specialty pharmacy experience. ---------------------------------------- EPISODE HIGHLIGHTS (CHRONOLOGICAL) 00:01 – Welcome & guest introduction 01:06 – Jessica’s cross-functional healthcare experience and its impact on value creation 04:13 – How payer insights improve patient care and access 05:14 – Reducing complexity for patients navigating clinical and financial barriers 06:56 – Identifying bottlenecks in specialty pharmacy access 09:41 – The role of Provider Experience Managers 11:17 – Building and sustaining a patient-centered culture 14:54 – Strategic hiring, organizational design, and leadership decisions 20:22 – Innovation in specialty pharmacy: balancing risk, outcomes, and operations 21:58 – The Boost program: enabling cross-team collaboration and improvement 24:08 – Building a full-service specialty pharmacy strategy 26:09 – The future of specialty pharmacy: integrating the patient journey 27:28 – Personal creativity and leadership lessons 29:53 – Lightning round: healthcare beliefs, capabilities, and talent lessons ---------------------------------------- This episode is for pharmacy operators, healthcare leaders, and anyone interested in the future of specialty pharmacy. Learn how a patient-centered mindset can improve outcomes while building a strong, sustainable organization. ---------------------------------------- 🔗 CONNECT WITH JESSICA & ACARIAHEALTH Website: https://www.acariahealth.com/ [https://www.acariahealth.com/] LinkedIn: https://linkedin.com/in/jessica-ciccolellakahl [https://linkedin.com/in/jessica-ciccolellakahl] ---------------------------------------- If prior authorization processes are slowing patient starts in your specialty medication operations, Lamar Health’s DoPriorAuth software automates workflows across your existing systems—reducing rework, delays, and staff burnout so patients can begin therapy sooner. Learn more: https://www.lamarhealth.com/ [https://www.lamarhealth.com/] ---------------------------------------- Subscribe for more insights from pharmacy leaders shaping the future of specialty care. #PharmacyOperators #SpecialtyPharmacy #PatientExperience #HealthcareInnovation

The Hidden Infrastructure Behind Specialty Pharmacy with VP of Strategy Scott Hughes

Most people see a specialty prescription as a script and a shipment. Operators know it is an infrastructure problem. In this episode of Pharmacy Operators, Eesha sits down with Scott Hughes, VP of Strategy at CareMetx, to unpack the hidden “paper infrastructure” behind specialty pharmacy access - the fragmented systems, manual touchpoints, and operational dependencies that ultimately determine how fast patients start therapy. With more than 20 years in healthcare spanning RelayHealth, CoverMyMeds, Phil, and CareMetx, Scott breaks down: • Why specialty access is fundamentally different from retail pharmacy • How high-cost therapies drive payer scrutiny, documentation, and operational friction • Where fax and paper still dominate critical workflows • How specialty hubs emerged to patch fragmented systems • What AI and technology have meaningfully improved in BV and PA • Where enrollment, financial assistance, and data visibility still break down • What a modern, fully connected specialty access model should look like This is a tactical, operator-level discussion about the plumbing of specialty pharmacy - from prescription origination to dispense - and why operational design often matters more than payer policy in determining patient access. ---------------------------------------- Timestamps 00:00 – Intro and Scott’s background 02:07 – What “plumbing” means in specialty access 03:29 – Why specialty is more complex than retail 08:19 – Where workflows remain manual and fax-driven 11:25 – What early electronic systems were designed to fix 15:24 – Why specialty hubs exist 17:29 – What has improved vs what remains slow 20:39 – Data fragmentation and interoperability 25:24 – If we rebuilt specialty access from scratch 32:54 – Lightning Round ---------------------------------------- Connect with Scott Hughes CareMetx Website: https://caremetx.com [https://caremetx.com] LinkedIn: https://www.linkedin.com/in/scott-hughes-ii-a171a81a [https://www.linkedin.com/in/scott-hughes-ii-a171a81a] ---------------------------------------- If prior authorizations are creating delays and slowing patient starts, Lamar Health automates the entire PA workflow across your existing systems - reducing manual rework, minimizing errors, and alleviating staff burnout so patients can start therapy faster. Learn more at https://lamarhealth.com [https://lamarhealth.com] Subscribe to Pharmacy Operators for more operator-level conversations on technology, infrastructure, and the future of specialty pharmacy.

How Nufactor Built Near-Zero Employee Churn in a 40% Industry with COO Leslie Vaughan

Turnover in pharmacy operations can hit ~40% industry-wide. But at Nufactor, teams stay - and performance scales. In this episode of Pharmacy Operators Podcast, Eesha sits down with Leslie Vaughan (COO, Nufactor) to unpack what actually drives retention and operational excellence in specialty pharmacy: * Invest in operations like an asset, not a cost center * Hire ahead of demand so training is real, not rushed * Specialize roles (intake, admissions, re-auth, pharmacy) without creating silos * Build provider trust through consistency and transparency * Use technology to remove repetitive work - not replace people The big takeaway: people + process first, then technology. That sequencing is how you get retention, resilience, and real scale. Episode Highlights: 00:00 – Introduction & Leslie Vaughan’s journey at Nufactor 00:54 – Secrets behind high employee retention in specialty pharmacy 03:25 – Defining intake excellence and patient-first operations 06:12 – Strategic hiring: balancing foresight, trends, and resource planning 09:41 – Specialized roles across the patient journey and avoiding operational silos 13:15 – Building provider trust through consistent relationships and transparency 15:08 – Focused specialty areas: IVIG, monoclonal antibodies, and patient care strategy 19:17 – Leveraging technology to scale operations while supporting teams 22:13 – Recognizing and rewarding culture, teamwork, and small wins 24:01 – Operational decisions that shaped Nufactor’s success 27:02 – First 90 days: onboarding, training, and culture immersion 28:21 – Future growth: technology, automation, and improving patient interactions 29:55 – Industry insight: profit vs. patient focus and investing in people Why Listen: * Learn how a patient-first culture drives operational excellence and retention. * Understand strategies for balancing team structure, workflow, and provider relationships. * Discover how technology and automation can empower teams without replacing human interaction. * Gain leadership insights from someone who has built high-performing specialty pharmacy operations. If prior authorizations are slowing patient starts, Lamar Health automates the PA workflow across your existing systems - reducing rework, delays, and burnout so patients start therapy sooner. Learn more at lamarhealth.com [http://lamarhealth.com]. 🔗 Connect with Leslie Vaughan LinkedIn:linkedin.com/in/leslie-vaughan-a58b553 [http://linkedin.com/in/leslie-vaughan-a58b553] #SpecialtyPharmacy #PharmacyOperators #PatientFirstCare #HealthcareLeadership #OperationalExcellence #TeamRetention #PharmacyInnovation