A top five pharmaceutical manufacturer needed to improve upon the way their patient assistance program was administered. The need was to make the program a seamless experience for patients. The program was administered by a company owned subsidiary and a large national PBM owned mail order pharmacy.
The patient experience with this program was disjointed and sterile. On one hand, the interactions were in compliant with how the manufacturer represented their brand to patients and consumers. However, as patients received their prescriptions, the experience was impersonal. It was difficult for a patient to understand that the prescription was from the manufacturer’s program. Patients experienced delays or gaps in their therapy, as the shipment of these prescriptions was not a priority for the PBM owned mail order pharmacy.
The manufacturer recognized these challenges and elected to make a change. This change would not be an easy one as the very nature of the program’s size with hundreds of thousands of patients enrolled. Additionally, if the manufacturer was going to invest the time, energy and money in making a change, the process needed to be smooth and the results dramatic.
We understood the baseline and the need to raise expectations. Customer service was brought to a new level with a focus on carrying out the manufacturer’s message to the patients. The program became an extension of the manufacturer’s brand image to ensure consistent, positive messaging to the patients. Making each interaction seem as if it was directly coming from the manufacturer themselves added an additional layer of reinforcing the partnership. The data and operational integration with the company owned subsidiary was imperative and accomplished through data interfaces and operational procedures. Attention to all details and every aspect of the transition was managed from the very top of our company.
High volume, superior customer experience – all with a seamless transition just ninety days after contract. We were fulfilling over 9,000 prescriptions per day. The patient experience with the program became equivalent to the reputation the manufacturer still holds today.
An independently owned company, PharmaCord provides services to biopharma manufacturers supporting the commercialization of specialty products. The company is the connector between manufacturers, patients, physicians and payors. Solutions drive efficient and rapid therapy initiation and increased patient engagement.