To ensure our programs are successful, there’s a lot of communication, education, and advocacy that takes place across our teams. For example, I meet often with our care model strategy team to help guide how support programs are designed. I also work closely with our access support team, which includes insurance specialists who work directly with patients. Together we work on lining up the systems needed to execute new programs.
Today we have a planning meeting, which we have every time a new product launches or a new indication for a product is approved by the FDA. In the meeting, multiple teams come together to understand the patients who are living with a particular disease and anticipate the challenges they might face. Patient experiences are all unique depending on the disease, the type of insurance coverage they have and the type of therapy they’re using. We have to understand these friction points to be able to design solutions that are relevant and useful to them.
After my meeting I have a quick lunch followed by a weekly staff meeting with our operation leads. We talk about the IT processes needed to launch a new patient support program. Across our programs, we use a lot of different technologies, including apps that remind patients of appointments and provide shipping alerts. Communication is critical to ensure our teams know how to build these tools correctly.