When choosing an external supplier to build your patient hub, your partner of choice should be nimble and have a strong operations team to properly meet your patients’ needs. Outsourcing your hub makes it easier to scale up or down as needs change. It also offers the flexibility to bring on an expanded team for a short period of time, such as during reverification season, when you might see an increased need for assistance. In addition, working with an outsourced hub partner provides access to shared resources, including case managers, finance and legal, that can flex during peak seasons to provide your brand teams and patients with the level of support needed.
One aspect of operations that is sometimes overlooked when launching a patient support program internally is the maintenance of nursing and pharmacy licenses. Ensuring that your clinical staffers are maintaining their medical licenses in all 50 states, which can be time consuming and costly, is critical to the success of any patient support program and serves as an example of the routine processes that outsourced hubs are equipped to manage.
Another key consideration is ensuring that the team handling day-to-day interactions with your patient population is receiving appropriate training. The approach to training a patient support team needs to be significantly different than training for sales or other customer service roles – and many pharmaceutical companies may not have the specialized expertise or resources within their organization. For example, patient support teams at Sonexus™ not only receive customized patient-centric training in a six-week course in a classroom setting, but they also receive ongoing measurement and engagement through digital resources on a regular basis – and personalized coaching as needed.