PBM & medication services operations
We turn the disconnected manual work behind prior authorizations, medication requests, and client delivery into connected processes, then Marshall helps run them with your team.
Today, your team connects
Marshall builds & runs the process
Tracked · connected · moving forward
Intake → Routed → Tracked → Verified → Delivered
The operational challenge
Pharmacy benefit and medication services rarely run in one platform. Requests move through inboxes, faxes, documents, portals, spreadsheets, and internal systems.
Your team keeps the service moving by reading, re-entering, routing, tracking, and following up. As volume grows, so does the administrative work.
Re-keying the same data between systems that don't talk.
Spreadsheets and inboxes standing in for a real system of record.
Experienced employees caught up with chasing stalled work and unusual cases.
More clients and more requests create more administrative work.
How it works
Your team knows the service and your business. We know how to turn complex, manual work into a process that can run consistently.
We sit with your team and learn how work actually moves across employees, clients, systems, inboxes, documents, and spreadsheets.
We determine what Marshall should run, where people need to stay involved, and how exceptions should be handled.
Marshall connects to the systems and channels already in place, without requiring your organization to replace its core platforms.
Proof, not promises
Marshall supports a live prior authorization operation, coordinating the repeatable work while pharmacists and operations staff stay involved where their expertise is needed.
Marshall reads incoming emails, faxes, PDFs, and attachments, extracts the request details, and connects them to the right record.
Incoming fax
appeal_jane_doe.pdf · 3 pages
Extracted → PA-2026-00265
Jane Doe · Ozempic 1 MG/DOSE Tracked
Missing or unclear information becomes a focused task for the right person, with the source document and case context attached.
Reply to the agent
We received an appeal for Jane Doe (PA-2026-00265, Ozempic 1 MG/DOSE Pen-injector) but couldn't match it to a prior PA, so the prescriber isn't on file. Please provide the prescriber's name, phone, and fax.
Prescriber name *
Prescriber fax
Send answer
Team members can provide information, request follow-up, set reminders, and ask Marshall questions inside the request.
CommentsTasksHistory
@marshall remind me to call this member at noon today
Reminder set — task MED-454 — for July 20 at 9 AM EDT, tied to this PA.
@marshall why was the original request denied for this member?
Denied with reject code 75 — therapeutic category exclusion. Linked here as the previous request on this appeal.
After the team responds, Marshall updates the record, completes the next steps, sends the communication, and keeps tracking what remains open.
Decision received. Record updated. Determination letter generated. Outbound response queued.
Your team stays in control. Marshall handles the repeatable work and brings people in when judgment, experience, or client knowledge is needed.
Marshall tracks cycle time and SLA performance across every stage, and answers questions about your data directly — no separate reporting tool required.
Ask Marshall
How many GLP-1 drugs have we approved this month?
Marshall: 60 approvals out of 304 determinations this month — 51 approved, 9 on appeal. Mounjaro and Ozempic account for most of it. Want a drill-down by drug?
Process oversight
Intake 212 active On SLA
Determination 397 active 139 breached
Send Letter 556 active On SLA
Faxed / delivered 527 active 63 breached
The result
“I have a very happy team downstairs.”
Marshall removed much of the manual grunt work, giving the team more time to focus on patients, medications, and the work that matters.
Jason Klein — CEO, pharmacy services organization
Your team provides the expertise. Marshall coordinates the work around it.
Every handoff has context. Every request stays visible. Every next step has an owner.
Where Marshall fits
Marshall is built for recurring processes that cross systems, involve documents or communication, and depend on people to keep the work moving.
Compliance
For workflows involving protected health information.
Dedicated infrastructure and data separation where required.
Protected information is not used to train public models.
Documents, actions, status changes, and outcomes stay connected to the record.
Show us one process that is creating too much manual work. We will help you see where Marshall can plug in to help.
End the Busywork