Andrea Heslin Smiley, President and CEO
Patients starting a new medication are often required to interface with a variety of stakeholders beyond their HCP, including a HUB, specialty pharmacy provider (SPP), copay provider, and sometimes other parties based on how the pharma brand setup their patient services programs. Each of these entities addresses one aspect of the patient’s needs; however, none are responsible for being the patient’s consistent, ongoing point of contact.
To address this, VMS BioMarketing developed One Voice, a high-touch, data-driven, technology-enabled patient support platform which connects patients to an experienced and trained Clinical Nurse Educator as their single point of contact. This Clinical Nurse Educator has access to the holistic picture of the patient and is able to guide and connect patients to the appropriate resource in their journey from the early parts of the process in figuring out how they will pay and receive their medication to the later parts when they need health coaching to remain adherent. This holistic picture of the patient lives within the Health Cloud service from Salesforce, a global CRM platform that is flexible, responsive, and configured to enable the delivery of patient and HCP engagements through multichannel communications, including text, live chat, video, and phone.
Meanwhile, One Voice allows the pharma company to create a seamless experience for the patient on the front-end and still operate an efficient back-end process working with their choice of HUB, SPP, copay provider, and other solution providers. Since launching in Q1 2020, clients have seen strong results, including a 40.5% increase in patient persistency at six months and 4.9 out of 5 average patient response to experience with a VMS nurse in One Voice program.