LI Script Pharmacy

Company Overview

Li Script is a long-term care pharmacy based in Long Island, New York. Founded in 2008 by CEO Michael Shamalov with just four employees on the ground floor of a long-term care facility, the company has grown into a complex, expansive pharmacy operation. Today, Li Script serves over 30 thousand beds across over 150 facilities with more than 250 employees.

This impressive growth was driven by a sustained commitment to service, clinical quality, and operational improvement. As Li Script expanded, the organization continued to invest in stronger processes, deeper customer relationships, and scalable technology, while keeping the patient at the center of every decision.

The Challenge: Manual New Order Entry Was Becoming a Bottleneck

As Li Script grew, it ran into the same reality facing long-term care pharmacies across the country: more prescriptions to process, tighter margins, growing operational complexity, and ongoing staffing pressure. For pharmacy leaders, those challenges are not abstract. They show up every day in the constant push to move faster, stay accurate, support overextended teams, and deliver dependable care under constant pressure.

New prescription order entry became one of the clearest pressure points. While new prescriptions represent a smaller share of total volume, they consume a disproportionate amount of staff time and attention. In long-term care, that burden is amplified by new patient admissions, new facility onboarding, and the need to move every order through the workflow with speed, precision, and clinical accuracy.

While every pharmacy is unique, industry benchmarks suggest that, on average, new prescriptions represent 20% of new order volume but can consume up to 80% of pharmacy time spent on order management, making them one of the most labor-intensive and operationally disruptive parts of fulfillment.

For pharmacy teams, new prescriptions pose a risk to daily operational reliability. Errors or delays in new order entry can create downstream disruption across the workflow and affect daily delivery timelines. A missed keystroke, an unexpected staffing gap, or a surge in new admissions can quickly affect how fast orders are reviewed, toted, staged, and delivered. Over time, the issue becomes larger than workflow inefficiency. It raises a strategic question for growing pharmacies: how do you absorb more volume without placing even more strain on already overextended teams?

CEO Michael Shamalov summed up the pressure in direct terms: “It’s challenging in the evening when the prescriptions come in bulk. We do close to 600-1,000 admissions every night”.

For Li Script, the challenge is not simply labor intensity. It is the combined force of labor pressure, margin compression, and the need for operational predictability in a clinical environment where accuracy and timeliness matter.

The organization had already invested deeply in software, robotics, and machinery to improve throughput and accuracy. Artificial intelligence emerged as the next logical opportunity: a way to relieve front-end bottlenecks, support growth at scale, and create more predictable fulfillment workflows.

The Solution: FrameworkLTC+ AI Built-Inside the System of Record Team's Already Know and Trust

Rather than work around the problem, Li Script partnered with SoftWriters as a beta customer and early adopter of FrameworkLTC+, an AI-enhanced extension of the pharmacy management system they had built their operations around. By partnering with SoftWriters, Li Script found the opportunity to modernize its workflow while helping shape a more scalable model for new prescription order entry, all embedded within the systems their teams already use, know, and trust.

Shamalov described the partnership as highly collaborative. “Staff from SoftWriters were walking around the pharmacy and speaking to pharmacists and technicians and inventory managers, with myself. They were interested. Interested in workflow and what each individual person does.” He said that hands-on approach helped the team identify where time was being lost: “They actually went to the nitty gritty and said: ‘This is where you're taking so much time doing something that we can simply... make better.’”

Diane Pupa, pharmacy integration specialist, echoed that confidence in the partnership: “I have full SoftWriters support If something doesn't work or something needs to be fixed or made better.”

FrameworkLTC+ automates prescription intake and new order entry by interpreting prescription details, selecting the right item, and populating required data fields inside FrameworkLTC. Because it operates natively within the system of record, the solution aligns the workflows, business rules, and controls the pharmacy already uses, which is essential for trust, visibility, and operational reliability.

Built with clinician-grade intelligence, auditability, governance, and configurable controls, FrameworkLTC+ gives pharmacies a way to pursue AI-enabled efficiency without sacrificing safety. It also supports clinical medication selection decisions such as therapeutic interchange, generic substitution, biosimilar selection, and other clinically guided actions during order entry.

As a beta customer and early adopter, Li Script helped shape the product around real long-term care pharmacy conditions. Their feedback grounded the solution in operational reality, ensuring the technology addressed the compliance, workflow, and accuracy requirements that matter in practice.

The Results: Quality Assurance, Higher-Value Work, and Clinical Trust

For Li Script, their vision of the future with Artificial Intelligence built in FrameworkLTC+ is best understood through what matters most: stronger quality assurance, more efficient monitoring, and the ability to shift staff attention toward work with greater clinical and operational value.

Quality Assurance

Tara Nasso, VP of Business and Finance, pointed to quality assurance as one of the clearest early differentiators:

“To me, the biggest game changer is the quality assurance. We had a lot of manual work maintaining, checking the quality assurance. And I think the scaling portion now on how we can monitor based on the AI will be different but in a better, more efficient way. And efficiency and optimization is what we're striving for in our pharmacy”

FrameworkLTC+ is not only reducing manual entry effort at the front of the workflow; it is helping Li Script rethink how quality is maintained as the business grows. For an operation managing high nightly admission volume, the combination of quality assurance and efficiency supports a more scalable operating model.

Empowering Staff to Focus on Higher Value Work

The impact on staff is just as important. By reducing repetitive clerical work, the platform creates space for teams to focus on higher-value responsibilities that demand judgment, coordination, and clinical attention.

That shift is especially meaningful in how Li Script thinks about workload allocation:

Nasso shared how, with the adoption of AI, staff can shift focus to more meaningful work: “For the clerical side of work that is being focused on right now, we can shift that work to AI, allowing our team to have more time to focus on more important work that we value and appreciate and so do our customers."

That shift matters operationally because it allows the pharmacy to absorb growth without tying every increase in volume to a comparable increase in manual workload. It also matters clinically because it helps preserve staff time for the work that most directly supports customer service and patient care.

Clinical Trust and Impact

Michael Shamalov also sees trust as part of the clinical story:

"The pharmacist have developed trust in the future AI, they feel a little more secure that there's something behind them constantly watching their back.”

For Michael Shamalov, that clinical trust is closely tied to his trust in SoftWriters. The confidence his pharmacists feel in the technology is rooted in confidence in the team behind it and in the belief that AI should be built in a way that supports sound clinical decision-making. “If anyone is going to do AI the right way, I believe that will be SoftWriters.”

Taken together, those outcomes point to a stronger operational foundation: more confidence in quality assurance, better efficiency at the front of the workflow, and a clearer path to growth built on trust, clinical accuracy, and reliability rather than added administrative strain.

Conclusion:

Michael Shamalov framed the broader impact in mission terms:

“We have a saying in pharmacy, the right medication to the right patient at the right time.”

“With AI coordinating accurately and processing prescriptions, it's going to pretty much solve that issue... changing how fast the medication can be processed, filled, toted, and delivered to the nursing home.”

Li Script offers an early example of what AI can look like when it is built for the realities of long-term care pharmacy. As a beta customer, the organization did more than adopt FrameworkLTC+. It helped shape a solution designed to work inside the pharmacy's existing system of record and around the operational and clinical requirements that define the category.

For long-term care pharmacies facing rising volume, margin pressure, and labor constraints, the case for AI is not speed alone. It is trust. It is clinical accuracy. It is operational reliability. And it is the ability to scale with greater confidence while keeping staff focused on the work that matters most.