Assisting Patients...and a Market Leader’s Patient Assistance Program

Several years ago, a world-renowned 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.

The client called on Telerx to revamp the program

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