Prescription Verification Outsourcing: Scaling Capacity and Cutting Costs

Swati owned the prescription verification outsourcing project end to end as part of her program management charter at Amazon Pharmacy. At the time, prescription digitization and verification was handled in-house, which was both cost-prohibitive and difficult to scale as order volumes grew. The mandate was to move the operation to third-party partners without disrupting the verification flow.

She onboarded three new partners, managing the full process from selection through dial-up. One of the partners proved difficult: low digitization accuracy, high cost, and an unpredictable negotiating style that included threats to exit the arrangement. Rather than confronting the situation directly and risking a volume gap, Swati held that partner's volumes flat while expediting the onboarding and ramp-up of the other partners in the background.

Once the other partners had demonstrated sufficient reliability, she exited the difficult partner cleanly. The sequencing meant there was no disruption to verification capacity at any point during the transition.

The project required ongoing volume management, accuracy monitoring, and partner negotiations across all three relationships simultaneously.