High Touch, Dedicated Call Center
Provides Superior Patient Services
Brand Challenge
A leading manufacturer was using multiple
vendors for patient support services for its
medication. Triplefin was selected to
consolidate these services for purposes of
eliminating intervention from other service
providers and ultimately improving the
patient experience.
A high touch, dedicated call center solution
was designed to streamline benefit verification
and prior authorization processing, as well as
patient savings and patient assistance support.
Triplefin Solution
Over sixteen weeks, Triplefin implemented a comprehensive project plan to migrate complex
operations from multiple vendors, including the consolidation of numerous customer service phone
lines. Customized technology applications were architected to maintain a variety of patient support
functions. A high touch, dedicated call center solution was designed to streamline benefit
verification and prior authorization processing, as well as patient savings and patient assistance
support.
Specialists were hired for their critical thinking, active listening and problem solving skill sets. They
were trained to follow strict quality assurance standards to provide the highest level of service to
patients and/or their caregivers.
Patient support specialists were also trained on the intricacies of the manufacturer’s program, which
included disease state training from a physician and enhanced empathy training to align with the
patient journey through recovery.
The dedicated call center allowed for more personalized, concierge-level assistance for inbound and
outbound calling programs and case management. Adverse event and product complaint calls were
managed to manufacturer specifications coupled with Triplefin’s quality assurance oversight.
A patient-centric model ensured that each patient was provided one point of contact who was well
versed on the brand’s program, and that every call was customized to the patient’s needs.
Within the the first nine months of the program, the client reported a significant increase in call
volume. The brand team reported increased patient days on therapy and additional engagement with
those in the support program. By consolidating these services with Triplefin, the manufacturer
experienced streamlined operations that enhanced patient adherence.
Triplefin, headquartered in Cincinnati, Ohio, is operating as a wholly owned subsidiary of H. D. Smith. A leading
pharmaceutical brand support company for 33 years, Triplefin removes barriers to patient access and adherence with
innovative products and services.
Together with H. D. Smith, Triplefin provides an end-to-end solution that includes the Rx365™ Suite of Digital Solutions
(benefit verification and prior authorization), patient assistance, patient reimbursement and patient adherence programs,
co-pay and voucher solutions, sample fulfillment and sampling solutions, pharmacy services, third party logistics and
National Specialty Pharmacy Nursing Network (SPNN).
Today, more than 50 pharmaceutical manufacturing companies (including 11 of the top 15), representing more than 150
brands across multiple therapeutic categories, have partnered with Triplefin to create strategic programs for patient access.
Please visit www.triplefin.com or call us at 855-TRPLFIN.