#FutureReadyHealthcare
Indegene Helps Boost Patient Intake by 30% in a Patient Support Program for a Leading Biopharma
The Customer
A global biopharmaceutical company sought to enhance its Patient Support Program (PSP) in the North America region to improve therapy access and deliver a more connected, patient-centric experience. To do this, they needed an end-to-end digital solution that could manage patient support from start to finish.
The Challenges
While the company had a strong vision for its patient support program, it faced a few challenges.
Fragmented Patient Enrollment: Patients could enroll through web, mail, or eFax but without a unified system, the data had to be processed manually. This caused delays and increased the chances of errors.
Limited Patient Engagement and Communication: Patients didn’t have a single platform to track their progress or access educational content. This made it harder to keep them engaged and informed. Additionally, there was no automated way to send alerts or reminders, leading to missed important updates about their treatment.
Disjointed Support System: There was no streamlined process for patients to request assistance. As a result, issue resolution was slow and inconsistent
Limited Visibility into Patient Adherence and Pharmacy Coordination: Care managers had to manually track adherence and refill updates from specialty pharmacies, increasing the risk of missed doses and treatment drop-offs.
The Solution
After analyzing the customers’ Patient Support Program in detail, we customized the customer relationship management (CRM) system to support key workflows—patient intake and enrollment, benefit verification , program placement, patient education, and adherence tracking.
We centralized patient enrollment through a single system that captured requests from web, mail, and eFax channels. The CRM automatically triggered insurance eligibility checks and enabled users to track and follow up on prior authorization requests, helping reduce treatment delays.
To increase patient engagement, we built a digital patient portal. This allowed care coordinators to log treatment progress, access records, and receive email notifications. Patients could also order brochures and other materials directly from the portal. We set up an integrated support center to manage product-related queries and complaints more efficiently. For healthcare providers, a real-time dashboard was introduced to monitor patient progress and improve adherence strategies.
We automated communication workflows to send timely alerts, reminders, and educational updates. Care managers used the CRM to schedule interactions, log follow-ups, and track adherence consistently.
To support regulatory compliance, we integrated a dedicated workflow for manually logging and escalating adverse event reports. We also enabled real-time data exchange with specialty pharmacies which allowed care teams to track shipments, refills, and adherence updates. . The CRM was connected to the call center that gave agents a complete view of patient records, and enabled them to handle inquiries, complaints, and service requests from one place. We also established secure data-sharing protocols to protect patient privacy.
Finally, we trained Care Coordinators and Patient Educator Liaisons to help them use the platform effectively and used early feedback to guide improvements.
Outcomes
Our end-to-end solution streamlined patient support operations, improved adherence , and reduced dropout rates through timely engagement, real-time tracking, and 24/7 support. It also helped successfully onboard three specialty drugs in record time.
30% ↑
Patient intake
40% ↓
Enrollment processing time
25% ↑
Efficiency of PSP staff
