The impact of consumerism within the broader healthcare ecosystem is evidenced by the growth of telehealth services, the adoption of self-pay platforms, and the demand for price transparency. Research shows that Americans expect these same user-friendly, technology-centric experiences from life science and pharmaceutical companies.1 Patient Support Programs (PSPs) offer a robust suite of services to reduce the administrative barriers commonly associated with accessing and affording specialty healthcare products. These service offerings, when combined with a self-service, digital experience, represent one of the most significant opportunities to align with the life science industry’s shift towards healthcare consumerism.
Paving the Way Towards Highly Personalized Digitally Enabled Support Experiences - Not All Technologies and Service Providers are Equal
Most life science manufacturers agree that, to remain relevant, the traditional patient support experience needs to evolve. A shortage of compliant, configurable, and scalable solutions exists, in turn limiting the magnitude of change that can be realized in the short-term. Aside from their ability to compliantly meet the needs of multiple cross-functional teams, winning solutions (and the providers of those solutions) are characterized and defined by a different set of attributes than traditional PSPs.
PatientLink is TrialCard’s new enterprise SaaS platform designed to simplify patient access and engagement with PSPs while improving adherence to medications. Through configurable services and multi-system interoperability, PatientLink delivers an omnichannel experience that brings life science leaders one step closer to meeting the needs of today’s demanding healthcare marketplace.
Programs delivered through PatientLink are accessible across multiple platforms and communication channels, including mobile, web, SMS text, and email. Through PatientLink, patients can choose from an array of support services, including compliant payment vehicles, click-to-chat capabilities, and dynamically delivered and curated branded content. Online eligibility checks and copay estimator tools help patients understand their insurance coverage and anticipated out-of-pocket costs. Cross-platform interoperability, standard API libraries, and a robust configurability engine expedite time to market while providing a more holistic representation of a patient’s longitudinal health journey.
The integration of digitally enabled communication channels into traditional PSPs can also drive significant operational and cost efficiencies. A significant percentage of inbound calls into TrialCard’s Patient Experience Center are related to patient copay card questions. We can now significantly reduce call volume and cost for our clients by making that information available to patients on an on-demand and self-serve basis.
TrialCard Incorporated is a full-service life sciences commercialization company that provides comprehensive solutions that span the entire biopharmaceutical value chain. In addition to a foundation of fully integrated, digitally enabled patient support services, its broader offerings include everything from late-stage clinical trial supply management to post-marketing HCP engagement services and proprietary data-as-a-service payer intelligence and insights. Founded in 2000, TrialCard provides commercialization support for more than 400 life science customers and has connected over 36 million patients with more than $22 billion in branded drug savings to date. The company is headquartered in Morrisville, North Carolina. For more information about TrialCard, please visit www.trialcard.com.