Banyan
One team owns your account, whichever pharmacy fills the order.
Banyan owns the outcome end to end. You do not chase pharmacies, and you do not get passed between them. One contact, one escalation path, one party answerable for what happens to your orders.
Who is responsible
Banyan is responsible for the outcome of every order placed through the network, regardless of which partner pharmacy fills it. Partner pharmacies hold the licenses and do the compounding and dispensing, and they are accountable to us for the service levels in their agreement. You are not party to that relationship and you do not have to manage it.
In practice that means a late order, a pricing discrepancy, a stock shortage, or a shipping problem is ours to resolve. If a partner cannot deliver, we move the order to another qualified pharmacy in the network rather than handing you a phone number.
The roles behind your account
Every practice in the network has these roles assigned from day one.
- Banyan account manager
- Your single point of contact across every pharmacy you use. Owns your account from onboarding through every reorder, runs your pricing reviews, and is the first call for anything that needs attention. Account managers respond within the hour, usually sooner.
- Client services representatives
- Day-to-day order support: status checks, corrections, replacements, and triage. Reachable during business hours without going through your account manager first.
- Territory manager
- Regional ownership of your market. Handles formulary expansion, new service lines, in-person support, and introductions when your needs change.
- Pharmacist-in-charge at each partner pharmacy
- The licensed pharmacist responsible for compounding, verification, labeling, and dispensing of your prescriptions at that facility, under that pharmacy's state license.
- Dedicated account manager at each partner pharmacy
- Your named contact inside the pharmacy itself, so your orders have an owner on both sides of the relationship.
- Banyan department heads
- Own service levels across the network. They track partner performance against the agreed SLAs, review misses, and hold partners accountable proactively rather than waiting for a complaint.
- Compliance lead
- Owns licensure verification, regulatory record review, in-person inspections, and the quarterly compliance checks described on our compliance page.
How escalation works
If something goes wrong with an order, this is the path. You never need to open it with the pharmacy yourself.
- Within the hour
- Account manager response time, usually sooner.
- One escalation path
- The same route whichever partner is filling your order.
- Reroute, not referral
- If a partner cannot meet the standard, we move the order.
- 1. Client services. Order status, corrections, replacements, and shipping questions are handled here. Most issues end at this step.
- 2. Your Banyan account manager. Anything unresolved, recurring, or commercial comes to your account manager, who takes it to the partner pharmacy's account manager on your behalf. Account managers respond within the hour, usually sooner.
- 3. The department head who owns that service level. When a partner misses an agreed standard, the Banyan department head responsible for that SLA takes it up with the pharmacy directly and tracks it to resolution.
- 4. Reroute. If the partner cannot meet the standard, we move your order to another qualified pharmacy in the network. Redundancy across partners is why this is possible without a delay to you.
- 5. Network review. Repeated misses feed into the quarterly compliance check, and a partner that cannot hold the standard comes out of the network.
Send us an invoice. We'll beat your pricing.Or buy you lunch.
Send a recent compounding invoice and we'll show you what the same order costs through Banyan.