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Industry Intelligence > Case Study
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A world-renowned pharmaceutical company offers billions of dollars in desperately needed prescription medications each year to qualified participants -- absolutely free of charge.Telerx helps this market leader swallow the high cost of delivering its products to needy patients -- and makes it a delightful experience for both.
Several years ago, the pharmaceutical company recognized the need to change its Patient Assistance Program.While the current PBM vendor was well suited to getting the product into the hands of program participants, the overall process lacked structure, efficiency and a personal approach. In fact, the volume of customer service calls exceeded the PBM's ability to handle and meet callers' informational needs. At the time, program applications were obtained through a cumbersome Interactive Voice Response (IVR) program -- with no customer service to support it. Healthcare professionals were frustrated and often unable to navigate through the IVR. Likewise, patients could not check on the status of their medications.
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Innovating for Efficiency and Cost Containment
The client called on Telerx to revamp the program by handling application distribution, processing and customer service from start to finish. Four years and approximately one million applications per year later, the client continues to value Telerx for the benefits it brings to the program. Cost containment remains a critical objective -- one that is achieved through careful planning, monitoring and continuous process improvement.
Supporting the needs of patients, healthcare professionals and the client,Telerx provides:
- Shorter turnaround times -- Client-defined service goals are tightly measured and adhered to, minimizing customer service costs and improving customer satisfaction.
- Improved data collection and reporting -- Telerx's proprietary product, Consumer Insights, provides valuable feedback. Robust reporting tools provide a three-dimensional view of the program and enable quick, easy drill down through data fields.The client can track which physicians and patients are using the program, where they're located, what products are being prescribed and how long each patient stays in the program.
- Documentation of standard operating procedures (SOPs) and process flowcharts -- Standardization defines eligibility rules, promotes equitable, consistent processing of applications and ensures patient privacy and regulatory compliance.
- Commitment to advanced quality assurance techniques -- This results in reduced rework, improved accuracy and adherence to program guidelines.
- Data validation -- As required, third-party software ensures the program is used by those in need. Social security numbers or other unique identifiers are validated real time.
- Personalized follow up -- When clarification or additional information is required to complete eligibility requirements,Telerx expedites the process and builds good will by making an outbound call to either the provider or the patient.
- Customized software development -- Telerx's experienced, in-house programming staff provides the expertise and agility to quickly adapt to changes in eligibility or program requirements.
- User-friendly Interactive Voice Response (IVR) support -- During regular business hours, patients and physicians receive friendly, compassionate assistance from Telerx's well-trained PAP specialists.After-hours voice recognition and speech-to-text capabilities in the customized IVR program make it easy for callers to communicate their needs and quickly translates the request for next-day fulfillment.
Continuous Improvement
As program enhancements are introduced,Telerx expediently incorporates new guidelines and business rules into the process. By offering customized solutions and a turnkey operation -- managing the needs of the fulfillment vendor, healthcare professionals and patients -- the client considers Telerx an extension of its business and corporate culture. By helping the client realize greater efficiencies, establish consistent process documentation and stronger community relations, Telerx bridges the gap between people in need and the longer, healthier life they seek.
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