As artificial intelligence continues to transform healthcare, OSRX, Inc. is applying the technology to a common patient frustration: waiting on hold.

The Montana-based ophthalmic compounding pharmacy has launched Stella, an AI-powered phone assistant that helps patients pay for compounded medication prescriptions in minutes.

Available 24/7, Stella provides immediate assistance with routine order-related questions, giving patients a faster way to complete an important step in the prescription fulfillment process.

The new technology builds on OSRX’s commitment to delivering an exceptional patient experience. While the pharmacy reported a 98% patient satisfaction rate in its 2024 survey, reducing wait times and improving convenience remained a key opportunity to enhance service.

“Simple just got simpler,” said Eric Garner, Chief Commercial Officer of OSRX. “Our commitment to quality, affordability, and world-class customer service hasn’t changed. We’re using AI to make that experience even better by giving patients faster service, greater flexibility, and support whenever they need it.”

Removing Friction from Prescription Fulfillment

OSRX provides compounded ophthalmic medications for post-operative care, glaucoma management, low-dose atropine therapy, and other ophthalmic needs. For practices that send patient-specific prescriptions directly to OSRX, timely payment is an important step in ensuring patients receive their medications without delay.

After a prescription is submitted, patients receive an order number and secure payment link via text and/or email, along with an automated phone call offering assistance.

Patients who choose to call can connect with Stella immediately to locate their order and complete payment in minutes. The assistant can also confirm prescription details, review shipping options and costs, and send secure payment links by text message for those who prefer to complete payment online.

AI That Supports, Not Replaces, Human Care

While Stella handles routine payment and order inquiries, patients continue to have access to OSRX’s certified pharmacy technicians and pharmacists for questions requiring personalized support.

“Personalized care has always been one of our greatest strengths,” said Lauren Shulund, Vice President of Customer Service at OSRX. “We’ve spent more than a year developing and refining Stella to ensure she feels like an extension of our team. The goal isn’t to replace the people behind our service. It’s to make their expertise more accessible when patients need it most.”

Stella’s name carries special meaning for the OSRX family. The AI assistant was named after CEO and co-founder Anthony Sampietro’s beloved bulldog and longtime company mascot.

“The original Stella set a pretty high bar: loyal, dependable and always there when you needed her,” added Garner. “We think it’s a perfect fit.”

As healthcare becomes increasingly digital, OSRX believes the future of patient care is not a choice between technology and human connection, but an opportunity to strengthen both.

About OSRX

OSRX is an FDA-registered 503B outsourcing facility dedicated to advancing ophthalmic care through high-quality compounded solutions that simplify treatment for prescribers and patients. Operating nationwide, the Montana-based company is trusted by more than 10,000 prescribers and is driven by its vision to deliver high-quality medications at affordable prices. Learn more at www.osrxpharmaceuticals.com.

Important Safety Information

OSRX post-op, low-dose atropine and glaucoma medications carry serious risks, including burning and stinging upon instillation, allergic conjunctivitis, and bitter taste in mouth. View potential adverse events and contraindications at: www.osrxpharmaceuticals.com/osrx-api-aecontraindication. For professional use only. OSRX specializes in customizing compounded medications to meet unique patient needs. Compounded drugs are not FDA-approved, which means they have not undergone FDA premarket review for safety, effectiveness, and quality.

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