The Situation
- Large pharmaceutical manufacturer seeking to modernize patient and provider services for physician-administered oncology portfolio
- Brands operated in a silo with no common support structure across the portfolio
- Goal: Focus on improving customer experience, self-service and automation
The Solution
- Portfolio Portal – one website to access all the client’s Patient Affordability Programs
- Coordination amongst vendor, manufacturer field reimbursement manager (FRM) and Affordability COE
- Proper operational roll-out and execution
- White-glove customer service and site training
The Results
- 82% of target sites registered within 4 weeks of portal deployment
- Increased customer satisfaction: Positive customer feedback garnered about ease of use from FRMs
- Faster site reimbursement – less time between claim submission and payment
- Reduction in phone calls due to self-service availability
Self-service online portal streamlined medical claim submission and patient affordability management for sites-of-care.