Say Hello to Hal!
Our team recently joined TJM Labs for a live webinar to share exactly how we selected, implemented, and scaled AI-powered automation inside our long-term care pharmacy — and what it means for the people we serve.
At Horizon, we talk a lot about getting every member of our team to the top of their scope — focusing on the highest-value work they can do, and removing the barriers that get in the way. Over the past several months, we’ve been putting that idea into practice with an AI automation we’ve named Hal.
In this on-demand webinar, our CEO Jason Dana Costa and Vice President of Compliance and Strategy Megan McCaskill sit down with Natalie Park, PharmD, Chief Product Officer at TJM Labs, to walk through our experience: what led us to explore AI, how we chose a partner, how implementation actually worked, and what we’ve learned along the way.
A quick look at where we are today: Hal is currently handling roughly 30% of our 10,000–11,000 monthly scripts — about 2,700 prescriptions a month that our team no longer has to touch directly for routine data entry. Our bot-skip rate has dropped from the mid-20s to under 10% in the last 60 days. And since March, we’ve gone from missing one or two calls a day to zero.
What we cover in the webinar
- How we approached the decision — what we looked for in an automation partner, why pharmacy-specific expertise mattered, and why partnership mattered more than price.
- What implementation actually looks like — starting narrow with a single high-volume facility, training Hal like a new technician, and iterating over roughly 10 weeks before going live.
- How we talked to our team about it — being explicit from day one that this was about upskilling, not cutting jobs, and how naming the bot helped humanize the technology.
- Where human judgment stays essential — every prescription, including Hal’s, passes two pharmacist verifications. Errors are treated as learning, not blame.
- What freed capacity is going toward — more provider communication, faster phone response, cross-training staff out of rigid one-to-one facility pods.
- Where we’re headed next — expanding Hal’s skills, exploring voice and agentic AI, and a longer-term goal of doubling our patient impact over the next two to three years.
Whether you’re exploring AI for your own pharmacy, curious about the LTC space, or just want to understand what responsible, people-first technology adoption looks like in practice — this conversation is worth your time.