United Drug recently delivered a focused training webinar on its ARC Claims Management platform, aimed at helping community pharmacies improve accuracy, reduce rejections and better manage their monthly claims process.
Led by Alan Franklin, Pharmacy Solutions Manager, the session provided a practical overview of the system, alongside a walkthrough of new features introduced over the past number of months. The training reflects the commitment by United Drug to equip pharmacies with tools and insights that support operational efficiency in an increasingly complex reimbursement environment.
SHIFTING TO A PROACTIVE MODEL
ARC integrates with pharmacy dispensing systems to capture claim data in real time and present it in a clear, actionable format. By engaging with the system regularly throughout the month, pharmacies can identify and resolve issues earlier, reducing both administrative pressure and the risk of non-payment.
The Alerts function remains a key component, flagging potential problems at the point of dispensing and storing them for review. These alerts focus on issues most likely to result in “not payable” rejections, including quantity limits, prior approval requirements and incorrect coding.
TARGETING COMMON SOURCES OF REJECTION
Recent ARC updates have focused on addressing recurring trends in claim errors.
The new Pre-Claim Check report highlights issues such as zero-cost items, duplicate dispensing on DPS and LTI schemes, and high-value GLP-1 duplicates. Duplicate claims in particular were identified as a growing source of rejection across pharmacies, with ARC now providing a simple, daily-updated view to support early intervention.
Another addition, the “Do Not Substitute” report, brings greater visibility to reference-priced items. It allows pharmacies to review dispensing where the designation has not been applied, supporting more consistent co-payment handling and reducing the risk of financial clawbacks.
GREATER VISIBILITY AFTER PAYMENT
Alongside pre-claim checks, ARC continues to expand its post-claim functionality.
The Claim Reconciliation tool provides a breakdown of rejected items by value and error type, enabling pharmacies to quickly identify where losses are occurring and prioritise reclaims. Users can drill down into individual claims and access supporting documentation directly within the platform.
The recently introduced Claim Discrepancies report adds a further layer of insight, highlighting cases where the reimbursed amount differs from what was claimed. This includes issues such as quantity errors and reference pricing differences, offering greater clarity on so-called “claim leakage”.
SUPPORTING COMPLEX CLAIM AREAS
The webinar also addressed more complex aspects of claims management, including high-tech care fees and hardship schemes.
ARC simplifies the identification of patients eligible for high-tech care fees, particularly in systems where the process remains manual. For hardship claims, the platform provides a structured way to track and reconcile payments, replacing traditional paper-based methods with a more organised digital approach.
ONGOING DEVELOPMENT AND SUPPORT
United Drug highlighted that ARC continues to evolve in response to pharmacy needs, with new features and refinements driven by user feedback and emerging trends in claims data.
Pharmacies are supported by a dedicated ARC team, with training resources and follow-up assistance available to ensure users can fully utilise the system.
A DATA-LED APPROACH TO CLAIMS
The session underlined the growing importance of data in pharmacy operations. By providing clear, accessible insights before and after claim submission, ARC supports pharmacies in reducing errors, protecting revenue and streamlining workflows.
As claims processes become more complex, tools that enable earlier intervention and better visibility
are likely to play an increasingly important role across the sector.
For more information on ARC contact Alan Franklin at alan. franklin@united-drug.com.
