Challenge
A specialty distributor of biologics supplies healthcare providers and management service organizations across multiple regions. Its products are regulated, serialized and tied to patient-care documentation. Before the platform, the team worked across spreadsheets, email threads and disconnected tools. Serial numbers were tracked manually, so the inventory record could diverge from what had been shipped or remained on hand.
Patient documentation created another handoff. Clinical assessments, wound-care information and prior-authorization status lived apart from orders. Providers depended on the internal team to submit orders and look up patient information. Commission calculations required manual reconciliation, and returns did not have a formal return merchandise authorization process. The distributor needed one operational system that could connect product, order, patient and financial records.
What we built
We built a custom order-management platform with separate experiences for administrators and providers. Providers can manage their patients and orders through a self-service portal. The platform supports multiple practices and management service organizations, with role-based access for administrators, sales representatives, providers and organization teams.
Serialized inventory follows every unit from receiving through patient application. The system supports warehouse locations, divisible and non-divisible inventory, transfers and inventory updates as orders and returns move through the workflow. Providers submit structured pre-application forms with clinical information, and the platform surfaces missing fields for review. Prior-authorization status connects to order eligibility.
We built a return merchandise authorization workflow tied to orders and line items. Requests move through Pending, Authorized, In Transit, Received and Closed. When returned products are received, inventory can be restocked. The commission engine handles tiered rates, fixed or percentage payouts and manager overrides, with calculations by order item and exports for payroll.
The platform also supports Stripe payments, QuickBooks-compatible exports, payment slips, balances, due dates and PDF receipts. Packing slips, invoices, purchase orders, payment receipts, commission receipts and transfer packing slips are available as operational documents.
How we worked
We began with the provider order workflow and expanded the platform as the distributor's operations required more connected records. The provider portal gives practices a direct way to manage patients and submit orders. From there, serial-number inventory, clinical documentation, commissions and returns fit into the same order system.
We connected each workflow to the record it affects. A product unit keeps its serial number through receiving and order fulfillment. Clinical forms and prior-authorization status are available alongside patient orders. Return requests reference order items, and receipt of returned goods updates inventory. Payment slips, commission calculations and exports keep accounting and sales operations connected to order activity.
Result
Providers can self-serve orders and patient records, while internal teams can follow serialized products from receipt through patient application. The platform brings clinical documentation, prior authorization, commissions, payments and returns into the same operational workflow. Return receipts update inventory, commission reports can be generated on demand, and Stripe and QuickBooks fit into the payment and accounting process.