Alphanumeric formula for patient support
Compassion plus efficiency in delivering help to patients makes them feel taken care of. And patients that feel taken care of are more likely to stay on their regimen. Whether your mission is to help patients dealing with chronic illness get control of their lives or be there when they need you most, (or both!), we can help.
Our strategy and how it helps you
When it comes to patient support and patient adherence, our solutions will always be rooted in these results-getting strategies.
Patient-focus boosts KPIs
From decisions based on interactions data to compassionate care to personalization, we deliver an experience that starts and ends with the patient.
This is the way to boost your NPS, CSAT, and CLV!
Productivity leads to quality service
We’ve architected a smooth-running system of expertise, forward-thinking platforms, and reliable procedures.
The result is happy, high-performing employees who deliver quality service.
Innovation helps you focus on value
We automate repeatable tasks, like standardized answers to frequent requests (patient assistance, coupons, financial assistance).
This helps you focus on AEs, shifting left, and workforce transformation.
Here’s how we do it
Ten things every patient support & adherence program should have
1
Use the story your interactions data tells you to make data-driven decisions.
Your interactions data will hold the key to improving patient outcomes. Look by therapeutic area, drug, and topic. Zero in on bottlenecks and make a plan for fixing them.
2
Define a North Star.
Based on your interactions data, determine your goal. Are you trying to improve patient outcomes, secure more revenue, optimize spend, ensure business continuity, or some combination? Get specific.
3
Be where your consumers are in a way that’s good for business.
Develop an omni-channel strategy that gets you where your customers are and helps you optimize for your business.
4
Build high-performing teams that stick around.
Find people with an entrepreneurial spirit and passion to serve, give them smooth-running operations and the ability to affect change. Reward their performance.
5
Give your agents and HCPs quick access to the right information.
Create channel-agnostic content coming directly from your knowledge base. Structure it in a way that is AI-ready, or in segments a bot could understand.
6
Meet patients with compassion.
Support patients proactively and when they need you most with a team that has industry expertise and knows how to help people dealing with delicate life situations.
7
Use platforms that cater to user experience (UX).
Modernize your CX platforms (e.g. ACD, IVR, AI or chatbots, e-forms, e-signatures, in-call ID verification, SMS / text) with tools that are cloud-based, automated, and predictive.
8
Foster a spirit and practice of continuous improvement.
Solve your patient’s or HCP’s immediate issue, capture the details in a way that’s structured for re-use, and identify areas for better information, more efficiency.
9
Develop a “Shift Left” culture that fuels innovation.
Make it part of your process to find opportunities for self-service and automation. These 3-2-0 opportunities help you deliver stellar service and free your team to focus on innovation.
10
Rely on analytics and KPIs that get you closer to your North Star.
Make sure your stakeholders know your progress towards the goals you defined. Every part of your operations should be measured – from vendor business reviews to agent scorecards.
11
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The Checklist for a Patient Support Program that Drives Adherence
The ten steps we recommend to deliver compassion and help, and drive adherence – all at once.
The Alphanumeric Patient Support & Adherence Platform
Our platform serves patients and HCPs with compassion and skill,
powered by knowledge, and fueled by digital transformation and innovation.
Some examples of how we can help
From global contact centers, to virtual assistants, to automation of simple tasks essential to patients getting or staying on their regimen, we’ll figure out a way to make your patient journey a smooth one.
HCP Smart Search
Give HCPs instant access to accurate info. from systems like Veeva Vault & SalesForce.
Agent Email Deflection
Reduce agent volume by standardizing answers to FAQs.
FAQ Optimization
Use NLP-powered machine learning to identify & answer patient and HCP FAQs.
Patient Form SMS Alerts
Give patients the ability to instantly download, complete, and submit key forms.
Rx Fulfillment Automation
Then automate the logistics of key tasks like form completion, verification, approvals, status.