05
Pilot spend
$1,500/day
The honest anchor. Every ROI on this project reconciles back to this number.
Our team at CSI is proposing two additions that expand the organization's reach — the Voice AI Rep-Trainer and social-edge lead capture.
Prepared for Graham Healthcare · GHC Hackathon 2026
The only home-infusion pharmacy with the ACHC IG distinction.
Thirty points above the specialty-pharmacy industry average.
"Patients deserve to be met where they are at — literally and figuratively."CSI Pharmacy · in their own words
"At CSI, we are dedicated to providing expert infusion therapy for patients with rare and chronic diseases through comprehensive, personalized care — to improve outcomes, lift spirits, and transform lives."
The largest nationwide independent specialty infusion pharmacy treating those with rare and chronic diseases in the comfort of their own homes.
The honest anchor. Every ROI on this project reconciles back to this number.
The Voice AI Rep-Trainer runs simulated calls across nine scenarios — every situation a rep hits in their first year on the job. From cold-call sales outreach to a skeptical doctor who isn't sure about CSI's services. Reps pick the scenario, set the difficulty, and the trainer assigns itself the right persona for that call.
Senior staff stops being the bottleneck.
Versus 2–3 hours of senior staff time per ride-along.
Difficulty 1–10 across every CSI call type.
Every session scored, transcribed, and reviewable.
Every situation a rep hits in their first year on the job — from cold-call sales outreach to a skeptical doctor who isn't sure about CSI's services. Reps pick the scenario, set the difficulty, and the trainer assigns itself the right persona for that call.
AI Rep-Trainer scenarios by objection and rep response · the trainer is loaded on these.
The rep plays a CSI advocate; the AI plays a busy neurologist with an existing pharmacy relationship. Trains opener, value frame, and objection sequencing.
"I have a patient but they are mandated to CVS Specialty."
"We can actually still work with those patients by running the medical side of their insurance and getting them started with CSI. CVS and the other big-box pharmacies won't handle the prior authorizations and denials for these patients. With us, we're a one-stop shop. All of it is taken care of, so you have nothing on your plate."
"We already use Optum Specialty Pharmacy, and they handle everything for us."
"What do you like about them?"
"The specialty pharmacy we use is Option Care and they handle all prior authorizations."
"We do as well — and we typically get patients from referral to infusion in 8 to 10 days. We lead the industry on turnaround time."
"We have an infusion suite and try to keep everything in-house so the doctor can be there. I can monitor them."
"Is that due to safety concerns? What is it exactly?"
"I'm just concerned about how you may handle reactions. I feel safer keeping patients in a setting where a provider is present."
"I totally understand. CSI's nurses follow a strict protocol — we have everything on hand that's used in the suite setting: pre-meds, anaphylaxis kits, and we'll call emergency services in the rare event of a severe reaction. The exact same protocol used in a suite."
"My patient prefers having it done in the hospital."
"I totally understand, doctor. I'm looking for patients who would genuinely benefit from home infusion — those who are elderly, have exhausted caregivers taking them to appointments, have copay troubles we can help with, have mobility challenges. If any of that could help a patient transition safely into the home, that's my sole mission."
"Why do you only want to work with patients for the most profitable drugs out there if you're really about best patient care?"
"Since CSI began, we made it our mission to be very good at one thing. Is IG profitable? Yes. And because it's used across so many specialties, we've perfected our craft in helping these patients get the best possible care — copay assistance, denial appeals, the best nursing care, and infusion done safely in the home."
"What is your current process when setting up a patient on IVIG?"
"To start a patient, we need their most recent clinicals, a copy of their insurance, demographics, any test results, and the prescription. From there we start the prior authorization and keep you updated every step of the way. Once it's completed we send you a signed order. We then coordinate with the patient for when they want their infusion done. And we're nationwide — if a patient is vacationing anywhere in the U.S., we'll send a nurse out to infuse them wherever they are."
"We just don't have the need for another specialty pharmacy at this time."
"If you were to pick one thing about setting up a patient on infusions that's difficult or frustrating, what would it be?"
"Well, I hate getting denials. Do you handle those?"
"We actually have a whole clinical utilization team dedicated to fighting insurance to get your patient approved and on service — leaving less work for you."
"Why would I use you out of every specialty pharmacy in the industry?"
"We pride ourselves on being the top specialty pharmacy for home infusion in the country. CSI nurses are all trained by us. The fastest turnaround time with insurance — 8 to 10 days from referral to infusion. Our copay assistance is robust, where we can help patients with the high cost of IVIG. The whole process from top to bottom is handled by us, with white-glove service to our patients. This is all we do, and we're exceptional at every level."
Caller: James Sheets, CEO of CSI Pharmacy. Agent: a neurologist managing fifteen IVIG patients in Little Rock with a myasthenia gravis denial stuck in appeal. Eight minutes, thirty-seven seconds. Real transcript. Scroll through the call — callouts surface as each proof moment plays.
"We surveyed 10 reps — every rep believed they would feel much more comfortable going into offices they previously burned bridges with if they had more training under their belt, with more scenarios that are realistically experienced in the field."
"We already have a specialty pharmacy we work with… What exactly does CSI do differently?"
"Do you have your own nurses? How does the home infusion piece work?" → CSI-employed nurses + ACHC IG distinction.
"We can get this appeal going within 24 hours… 10-day median turnaround on appeals."
$14M in copay assistance — manufacturer, nonprofit, and CSI's internal fund when systems fail.
CALL-RECAP · apr-13-2026 · guest-visitor-014
Pick a scenario, set difficulty 1–10, and run a session right now. The AI handles the rest — assigns its persona, plays the call, scores you when it's done.
Sessions can be recorded and AI-scored — that's how managers see readiness without rebuilding their workflow.
Every session is recorded and AI-scored. Managers see a one-line summary, a readiness score, and full transcript access if they want to drill in. Reps that fall below the readiness threshold are auto-flagged for human coaching — no triage step required.
It pulls into the existing CSI manager workflow inside Monday and the CSI CRM. Nothing new to log into; the trainer is just another lane on the boards Zach and team already run.
Patients are publicly venting about prior auth, copay walls, and refill delays — by the thousand, every day, across social media. Flow Chat watches the keywords, captures the commenters, classifies intent, and routes each one through a three-step outreach pattern that ends in CSI's pipeline.
A four-panel storyboard. Static screenshot at panel 1; the comment-to-pipeline animation lives in panels 2–3. The three-step Flow Chat outreach process anchors panel 4.
The social-media proof-of-concept above isn't theoretical. Real people share their specialty-medication frustrations, their prior-auth horror stories, their copay assistance searches, their refill anxieties — every day, on every platform. Flow Chat finds them in comment threads. Audience Lab gives us their verified identities when CSI needs to reach beyond comments. Two distinct surfaces, clean separation, no PHI in either.
Patients are publicly venting on TikTok, IG, Reddit, YouTube. Flow Chat captures the comment, classifies the intent, and runs the three-step outreach. The lead volunteered the conversation in public.
Specialty meds drive long, anxious research arcs — condition, copay, prior auth, pharmacy comparison, refill logistics. Most of that happens online before any clinical handoff. CSI's acquisition has to meet patients in that research, not wait for them to walk in.
Targeting "patients with X condition" runs straight into HIPAA + Audience Lab's own AUP. Targeting behavior — "researching specialty medications," "comparing infusion pharmacies," "asking about copay assistance" — is non-clinical, compliant, and operationally accurate. Intent is what predicts conversion anyway.
Audience Lab claims 280M+ verified US consumer profiles with first-party identity resolution. SuperPixel identifies CSI-owned-page visitors and matches them to verified profiles. This is identity-graded data, not the cookie-graveyard most adtech platforms are stuck in.
non-clinical intent · suppression-aware · opt-out honored
Audience Lab is the acquisition + activation layer. Patient records stay in CSI's HIPAA-covered systems.
Pipeline is the dollar-quantified upside. Manager time reclaimed is the parallel benefit the AI rep-trainer delivers on top — both on the same Monday + CSI CRM spine.
Conservative model. Flow Chat capture × Audience Lab activation. Conversion band accounts for the realism of specialty-pharmacy patient acquisition — not aspirational closes.
Flow Chat + Audience Lab combined.
Weighted across IVIG / SCIG / Ocrevus fill economics.
Conservative attrition · prior-auth gating respected.
Not headcount cuts — manager capacity reclaimed and redirected to the patient-impact work humans should be doing.
One compounding engine on one operating layer. Pipeline is the dollar-quantified upside; manager time reclaimed is the parallel benefit the AI rep-trainer delivers on top.
No cost figures shown by design. The orchestration layer is the only net-new line item; CSI · Graham retain ownership of every existing tool. The conversation about scope and shape is where commercials get fitted.
This isn't a pitch deck — it's the working artifact. The Voice AI Trainer is live in §03b with all nine scenarios. The compliance boundary is thought through. The economics show one compounding engine on one operating layer.
Of every project competing for the hackathon slot, CSI Pharmacy is the cleanest proof surface in the Graham portfolio to stand this playbook up. One operating layer that lifts both pipeline and capacity at once. Picking this project means we ship against this document, not a redrawn scope.
The conversation with Graham leadership is where sequencing and commercials get fitted to what you want to see first. No countdown, no form — this document is the starting point.