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Case Study: Oncology Portfolio Portal Pilot

the situation

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

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

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.