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Patient Adherence Disruptions for Specialty Medicine | Authenticx Customer Story

Patient Adherence Disruptions for Specialty Medicine

With Authenticx AI, a speciality medicine process shined a light on insights to improve messaging, agent education, and provider support.

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Healthcare is shifting toward increased personalization. Get 3 ways conversational intelligence impacts pharmacy metrics and insights.

Specialty Pharmacy Software

Specialty pharmacy represents an increasingly important component of healthcare. This area focuses on high-cost, high-touch medication therapy for patients with complex disease states such as cancer, rheumatoid arthritis, and HIV. Patients utilizing a specialty pharmacy typically require more complex services than those provided in a standard retail pharmacy. And specialty pharmacy software can support these focus areas.

As the landscape of healthcare evolves and as the role of the specialty pharmacy expands, there’s a growing need for efficient and effective technological solutions—this is where specialty pharmacy software comes into play. It’s specifically designed to meet the unique needs of specialty pharmacies, offering a multitude of benefits that can enhance patient experience and improve internal processes.

One primary advantage of specialty pharmacy software is that it centralizes patient data. Instead of relying on disparate systems that could result in incomplete or inconsistent information, a unified platform offers seamless access to vital data. Specialty pharmacy software provides comprehensive patient profiles, allowing healthcare providers to view medication history, clinical notes, laboratory results, and more.

Specialty pharmacy software also improves communication between the pharmacy, patients, and other healthcare providers. These specialty pharmacy solutions can include secure messaging platforms and patient portals, leading to increased transparency and collaboration. As a result, patients are more engaged in their healthcare journey. 

Implementing these specialty pharmacy platforms within a health system specialty pharmacy can help create a more comprehensive and integrated care model. In a health system specialty pharmacy, the pharmacy is an integral part of the healthcare team, working closely with physicians, nurses, and other healthcare providers. A dedicated software can further strengthen this integration, leading to a more coordinated care approach.

Patient satisfaction is a critical measure of success for any healthcare provider. By leveraging the benefits of specialty pharmacy software, specialty pharmacies can create a patient-centered approach. For instance, features such as personalized medication reminders and the ability to manage appointments online can significantly enhance a patient’s experience.

Patient Centric Marketing

In today’s digital age, pharmacies, including specialty pharmacies, need to rethink their marketing strategies to focus more on patients’ needs and preferences. Patient-centric marketing aims to help them do just that. It seeks to understand and cater to the needs of individual patients rather than treating them as a single group with the same care requirements.

This marketing strategy prioritizes the individual patient’s health outcomes and overall experience with the pharmacy. It demands understanding, empathy, and a high degree of personalization. By aligning marketing strategies with patient needs, specialty pharmacies can build more substantial, long-term relationships with their patients.

But understanding the importance of patient-centric marketing is one thing; effectively implementing it is another. Specialized software can help pharmacies gather and analyze relevant patient data, facilitating a deeper understanding of their patients’ needs and preferences. This data-driven approach is also known as customer insights marketing.

Customer insights marketing leverages data analytics to gain a deeper understanding of patients’ needs and preferences. This understanding allows specialty pharmacies to tailor their services and marketing efforts to each patient, creating a highly personalized experience. For example, specialty pharmacies can use customer insights to discover preferences for communication channels (e.g., email, text messages, phone calls).

Software tools designed for customer insights marketing collect data from various sources, including electronic health records and patient interactions. Advanced data analytics algorithms then process this data to identify patterns and trends. Such insights are invaluable in patient-centric marketing as they guide the development of marketing strategies that resonate with patients on a personal level.

Patient-centric marketing is also designed to improve the patient’s overall experience. Customer experience marketing involves creating a seamless, positive experience for patients at every touchpoint with the pharmacy. It’s about exceeding patient expectations and creating memorable experiences that inspire loyalty.

Call Center Compliance

With the high volume of incoming and outgoing calls, maintaining call center compliance can become a major challenge for specialty pharmacies. Compliance is a critical factor in protecting patient privacy and rights. As such, it’s critical that specialty pharmacies employ robust systems to manage call center operations, ensure compliance, and maintain a high standard of patient service.

One of the most effective solutions to address these challenges is the implementation of dedicated software solutions. These systems can aid in ensuring call compliance and facilitating better overall operations management. Call compliance software provides a range of functionalities. For example, it often includes features such as call recording, real-time call monitoring, and in-depth analytics.

Call recording can be especially beneficial, as it provides a reference for each interaction. This functionality allows managers to review calls for compliance. It enables the pharmacy to address any issues promptly and effectively, reducing the risk of non-compliance and potential penalties.

The software’s real-time call monitoring feature allows for immediate intervention in case of a discrepancy. This ensures that compliance is maintained at all times. Managers can listen to live calls, intervene when necessary, and provide instant feedback to their team, leading to continuous improvement in handling patient calls.

A particularly crucial aspect of call center compliance for specialty pharmacies is maintaining TCPA compliance. The Telephone Consumer Protection Act (TCPA) sets regulations for telemarketing calls, auto-dialed calls, and more. Given the volume and nature of calls made and received by specialty pharmacies, promoting TCPA compliance is paramount to avoid substantial fines and maintain patient trust.

TCPA compliance software can help pharmacies meet these regulations by automating consent management and providing clear records of patient permissions. It can make sure that calls or messages are only sent to patients who have given explicit consent, significantly reducing the risk of TCPA violations.

How It Works

Gain a deeper level understanding of contact center conversations with AI solutions.

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Pull customer interaction data across vendors, products, and services into a single source of truth.


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Healthcare Operations

Specialty pharmacies are dependent on complex and multifaceted healthcare operations. By implementing specialty pharmacy software, these healthcare providers can significantly enhance their operations, improving efficiency and patient outcomes. Here are some of the ways that software can improve operations for specialty pharmacies:

  • Streamlined Call Center Operations: With digital solutions, specialty pharmacies can optimize their call center operations. These solutions often include functionalities such as call recording, real-time monitoring, automated routing, and analytics, which can improve the efficiency and effectiveness of call center staff.
  • Improved Customer Support Operations: Specialty pharmacy software enhances customer support operations by providing comprehensive customer relationship management (CRM) tools. These tools enable pharmacies to track and manage all patient interactions, ensuring consistent and personalized service.
  • Efficient Revenue Cycle Operations: Managing the revenue cycle can be a complex process for specialty pharmacies because it involves a wide range of tasks. Specialty pharmacy software can automate many aspects of revenue cycle operations, reducing administrative burdens and minimizing the risk of errors.
  • Integrated Care Coordination: Specialty pharmacies often need to coordinate with various healthcare providers, including physicians, nurses, and other pharmacies. Specialty pharmacy software can facilitate this coordination by providing integrated communication and information sharing tools.
  • Improved Inventory Management: Managing inventory is particularly crucial for specialty pharmacies due to the high cost of the medications they provide. Specialty pharmacy software can automate inventory management, track medication usage, and alert staff when it’s time to reorder.
  • Data-Driven Decision Making: Specialty pharmacy software often includes robust analytics capabilities, enabling pharmacies to analyze various aspects of their operations. By examining this data, pharmacies can identify trends, detect issues, and make informed decisions to improve their operations.

Customer Experience

Customer experience has become a significant differentiator for providers in today’s increasingly competitive healthcare landscape. Specialty pharmacies are no exception to this trend. By offering a superior patient experience in healthcare, they can set themselves apart in a competitive marketplace and build stronger relationships with those they serve. 

One of the best ways that pharmacies can do this is by utilizing customer experience software. By integrating all patient data into a single platform, specialty pharmacy software helps provide a more personalized service. Personalized interactions can significantly improve customer experience, making patients feel valued and well-understood.

Software tools can also improve communication between the specialty pharmacy and patients. Offering multiple channels of communication, such as phone, email, text messages, and patient portals, these tools cater to the varied preferences of patients. Features such as automated alerts for medication refills or appointments can also ensure that patients stay engaged and informed. 

Specialty pharmacy software can streamline various processes, boosting the efficiency of the patient journey. For example, features like online appointment scheduling and prescription refills can save patients time and hassle. This allows patients to interact with their pharmacies in a more convenient way.

Another critical aspect of the patient experience is the ability to access and manage their healthcare information. Specialty pharmacy software usually includes patient portals that enable patients to easily access their medication information, manage their appointments, and communicate with their healthcare providers.

Aside from individual interactions, specialty pharmacy software can help create a better patient experience by facilitating more coordinated care. In a specialty pharmacy, this often involves collaboration with various healthcare providers. Software tools can integrate communication and information sharing among these providers, leading to more coordinated and effective care for patients.

Authenticx offers some of the best customer experience software on the market. Because stakes are so high in healthcare, especially in specialty pharmacies, it is absolutely crucial that providers work closely to understand patient needs. Authenticx makes this possible by allowing them to carefully listen to and analyze interactions across channels and identify areas for improvement.

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