How SoftWriters Uses AI to Cut Pharmacy Order Entry Errors in Long-Term Care | Pittsburgh Tech Story

In this episode from Huntington Bank Studios, Audrey Russo and Jonathan Kersting of the Pittsburgh Technology Council talk to Softwriter's Liana Chen (VP of Platform Operations) and Danielle Greer (VP of Product, leader of the Alpha Lab) about the company’s long-term care pharmacy operating system and its growing AI innovation work. SoftWriters’ software supports end-to-end pharmacy workflows—order intake and entry, claims adjudication, labeling, automation and eMAR integrations, barcode scanning, mobile workflows like toting, and document management—helping customers process millions of prescriptions monthly, with some handling 5,000+ per day. Driven by customer feedback through an “AI mastermind,” the team focused first on automating order entry, where 25–35% of errors occur, building intelligent automation over 12–18 months with human-in-the-loop safeguards and ~99% accuracy. They discuss staffing shortages, thin margins, and plans for AI assists across verification and other workflow steps, highlight SoftWriters’ expanded Pittsburgh office, and note they’re hiring senior software engineers. 00:00 Pittsburgh Health Tech Intro 00:30 Meet Softwriters Leaders 02:27 Pharmacy OS Explained 03:32 Product Suite and Mobile Flow 04:53 Scale of LTC Pharmacy Demand 06:55 Alpha Lab and Customer Co-Design 08:50 Order Entry Pain Point 10:49 Building Safe AI Automation 13:14 Complexity of LTC Patients 14:14 US Focus and Global Differences 15:25 Human In The Loop 15:46 Staffing And Margins 17:38 Automation Roadmap 19:53 Pittsburgh Office Tour 21:33 Hiring And Culture 23:50 Patient Safety Impact 25:48 Favorite AI Tools 27:35 Wrap Up And Thanks