Working Together on Behalf of Patients Builds Strong Business Model

Patient-centric Reimbursement Hub - UBC

Working Together on Behalf of Patients Builds Strong Business Model

Clients and service providers working together to deliver exceptional support to patients can lead to improved health outcomes as well as an improved bottom line.

Sound like a tall order? It’s really not when manufacturers and service providers align on goals and work together to put patients’ needs first. This business model helped my client exceed its stretch sales target by $10 million last year.

I manage a Reimbursement Hub for a medication that treats patients with cryopyrin-associated periodic syndromes (CAPS) or systemic juvenile idiopathic arthritis (SJIA). These conditions typically affect young children and can cause severe joint pain and fatigue, among other symptoms. While medication can provide the hope of a life lived free of the many symptoms that CAPS and SJIA can cause, numerous barriers may still prevent access to treatment.

As representatives of our client, my team and I perform all functions of the Hub in a manner consistent with our client’s commitment to their product and patients. In other words, we do whatever it takes to see that patients receive their medication and have the support needed to stay on medication.

These are some of the key elements that have made this Reimbursement Hub such a success:

  • Together, we create strong relationships. For instance, my team and I know many of our patients and their families by name, and we are familiar with the details of their cases, including medical benefits, work schedules, and special shipping instructions or requirements. 

    When a patient recently lost healthcare coverage due to her parents’ job losses, we coordinated with the manufacturer and physician so the patient could receive a voucher for a free dose of medication. In addition, we proactively initiated the patient assistance program application process in the event the parents were unable to secure medical coverage before the next dose was needed. The patient had been on therapy for more than a year with exceptional clinical improvement. We ensured she would not miss a dose.

  • We develop alignment among all stakeholders. To keep a Hub running smoothly, it’s important to recognize the needs of pharmacies, payers, physicians and patients and identify solutions whenever needed. The level of detail needed for a benefits investigation for one payer may not be adequate for another payer. We get to know our payers and prescribers and tailor our communications accordingly.

    In addition, we quickly investigate delays in patients getting their medication. For instance, when a pharmacy failed to include all the needed supplies in its medication shipment, we worked with the manufacturer to make changes to the prescription form to prevent the error from happening again.

  • We act as one team, with a joint vision, providing high-touch care and service. As program manager, I consider myself to be an extension of my client’s brand strategy team. We communicate regularly to ensure we are working toward the same goals, following consistent procedures, and meeting expectations. 

I couldn’t do my job without the support of my client team. I’ve learned just how committed they are to patients. Together we continually evaluate how to best support patients and how to get their medication to them as quickly as possible.

Contact us to find out how UBC’s Reimbursement Hub teams can support your product and patients.