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Case Studies
Case Study #1: PAP Program | Case Study #2: Sampling Program | Case Study #3: Continuous Improvement | Case Study #4: Case Management
ISSUE: A pharmaceutical manufacturer selected RxCrossroads to provide both front-end application and product fulfillment services for their mature PAP program. The Program was managed by another supplier, but there were a number of issues including high application rejection rates, frequent returned product shipments, inadequate reporting, and inventory management issues.
SOLUTION: RxCrossroads was able to address the identified issues providing higher customer satisfaction, increased efficiency and decreased program cost.
Breakdown of the solution:
High application rejection rates: RxCrossroads' account management team recommended modifications to the application form that helped drive down the number of incomplete application rejections. In addition, the team implemented a number of best practices to expedite and streamline the collection of missing information. The solutions resulted in higher customer satisfaction, program efficiencies and lower overall program cost.
For example, rather than sending rejection letters by mail or fax, RxCrossroads took the initiative to call patients and providers for missing information. Representatives assisted patients with the completion and submission of special forms (i.e. Form 4506-T).
High return product rates: RxCrossroads reduced the return rate by over 50% with a combination of solutions. RxCrossroads partnered with our shipping supplier, which provided address verification services and detailed package tracking to resolve issues with inaccurate addresses. The company also implemented best practices within its Call Center to proactively validate and double-check addresses with the patient or caregiver to ensure timely and precise delivery.
Inadequate reporting: RxCrossroads modified and utilized RxCrossware®, its proprietary case management system, to capture specific client requested data. RxCrossroads analyzed the data down to individual high volume providers, in order to track trending in multiple areas, including but not limited to, number of patients, prescribing trends, application processing data (incomplete and denied with reason, as well as, approved) and shipment trending (initial fill vs. refills).
Inventory management: RxCrossroads manages the only pharmacy in the industry that is fully dedicated to patient assistance program product. Dispensing only consigned PAP inventory assures that there are never issues relating to commingling of commercial product with PAP product. Integrating with the client-designated 501(c)(3) foundation ensured a successful partnership and provided comprehensive program reporting. RxCrossroads maintained an inventory and shipping accuracy of >99.95%.
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Case Study #2: Sampling Program
ISSUE: A biopharmaceutical company focused on research, development and commercialization contacted RxCrossroads to support their pharmaceutical sample program. As part of their process, the client mailed business reply cards as the main component of their sample program. The client was having issues with identical cards being mailed to the same physician list multiple times per month and preferred that a physician only receive one sample per month.
SOLUTION: Through quarterly trending, RxCrossroads identified that the rejection rate was averaging 46-48% per month, with 55% of total rejections due to duplicate requests and 27% due to missing information. Additionally, many physicians were being blindly sampled which did not result in scripts being written.
RxCrossroads also identified that when the first round of revised sample cards were being returned, 28% of the new forms were being rejected due to no signature. The signature line on the form was being covered up by the adhesive strip.
By working closely with the client, the RxCrossroads customer service and operations team provided detailed metrics and form design suggestions. The project resulted in the client creating a pre-printed, serialized BRC form. The client was able to view exactly who was being sampled through RxCrossroads' Exegis™ web portal. The target list was reduced dramatically so that physicians with the most potential to impact the level of prescriptions were being sampled. Additionally, to address the returned cards without signatures, RxCrossroads' feedback prompted the client to have their printer adjust the form so that the signature line was more prominent. Ultimately, the forms rejection rate was reduced to 11%, less than half of the original rate.
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Case Study #3: Continuous Improvement
ISSUE: Company requested additional physician connectivity for the HUB program to streamline transmission of information and real-time qualification of applicants.
SOLUTION: Acting in a true partnership, RxCrossroads continuously makes recommendations to improve overall program efficiencies and increase productivity. A number of physician web portals have been customized and successfully launched. Dedicated operational teams have facilitated advisory boards to determine the e-service need within the practices and designed a comprehensive solution. For PAP and sampling electronic signature capabilities allow physicians to e-sign prescriptions and orders are filled by RxCrossroads. In addition, the use of on-line referral submission significantly decreases the need for follow-up on missing information and reduces labor for data entry. The portals are set up to "pre-qualify" applicants in real-time, resulting in increased the satisfaction for the patient and physician. In many situations, our case managers travel into the field to train preferred providers directly on the advantages of the e-service. A strong commitment to process improvement drives our business and ensures retention with our existing clients.
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Case Study #4: Case Management
ISSUE: A large international biopharmaceutical firm was experiencing inefficiencies in providing case management services for its new growth-hormone drug. The firm was using up to four different vendors for their starter education materials, sample products and call center services. Physicians were becoming increasingly frustrated with the miscommunications and lapses in customer services stemming from the fragmentation of the service and began refusing to use the product until the system was fixed.
SOLUTION: After being presented with the full spectrum of case management services available through RxCrossroads, the firm immediately saw the value in consolidating they service into one cost effective and efficient solution and transitioned their processes to RxCrossraods. By working closely with the new client, RxCrossroads was not only able to consolidate case management services, but also able to identify areas of improvement and create synergies across the spectrum of service.
Our team developed new tools to collect patient information, create a network of contracted nurses and even rode along with the client's sales representatives to better understand the client's sales process. RxCrossroads acted with acute attention to customer service and proactive targeting of ways to improve the client's system.
By leveraging RxCrossroads' resources and comprehensive case management solution and improved customer satisfaction, the client was able to move their brand up to second in market share. Additionally, an internal client survey of third party vendors revealed the program to be #1 in overall customer satisfaction, an increase of four spots prior to their work with RxCrossroads. The entire program was built on a true partnership with the client and is seen more as an extension of the client's system as opposed to a third party vendor.
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