Josh examines the central role that hubs play in connecting patients, providers, and other stakeholders. He shares how hubs, by gathering and interpreting real-world insights, can help improve access, adherence, and the overall patient experience.
To learn more about Sonexus Access and Patient Support, download Hubs at the Center of It All.
Read on for Josh’s insights.
Hubs: The Bridge Between Patients and Providers
By Josh Marsh, Vice President and General Manager, Sonexus™ Access and Patient Support, Cardinal Health
In turn, the right hub or patient support provider acts as a brand’s eyes and ears into patient and provider experiences. Reaching into both worlds daily, the hub observes trends and behaviors from the field, nurse calls and other interactions. When that data translates into actionable insights, brands can pivot in real-time, adjusting strategies as needed.
Data alone doesn’t drive outcomes; hubs interpret and apply it to improve patient and provider experiences. Leading patient support services vendors make the most of their unique vantage point between patients and providers by blending efficient technology with skilled human support. With a balanced approach, insights can emerge from anywhere—sometimes even where they’re least expected.
What hubs learn from patients
Hubs get critical insights from patients by listening, and there’s no better listener than case and nurse managers. They interact with patients and care partners through phone, video, chat and other digital channels. And they know when patients face barriers—whether technological, financial, insurance-related, or otherwise—that impact therapy access, care and adherence.
It’s our people who start by listening. Then, our technology scales those insights. By capturing and analyzing conversations at scale, our digital technology solutions turn empathy into actionable intelligence.
We’ve seen this after deploying a speech analytics platform at Cardinal Health Sonexus™ Access and Patient Support. Our advanced solution evaluates patient calls with two key objectives:
- Patient journey mapping, such as understanding where and how patients get delayed or frustrated in their journeys
- Internal quality assurance, such as identifying moments of recognition or team training opportunities
Once we identify where and why people are getting stuck, we can offer targeted solutions to move them forward. Maybe it’s enhancing patient education, nudging the field team to engage with the office or fine-tuning the program’s business rules. Whatever the recommendation, we’re confident it’ll work—because it’s grounded in data.
What hubs learn from providers
Hubs also collect insights from providers by listening. During prescriber interactions, experiences around workflows, status updates, and insurance reimbursement, obstacles can bubble up beyond what a field reimbursement manager might hear.
Here, too, speech analytics platforms apply. These tools collect and analyze prescriber sentiments with real-time actions that hubs and field teams can take to streamline patient access. If the hub learns providers aren’t aware of the hub, reworking education or providing more portal support is a good first step.
Hubs can be a bridge to providers in other ways, too. Through our broad network of specialty providers at Cardinal Health, we have access to rich data about prescriber behaviors and needs—ongoing insights that can help elevate patient support strategies.
Lastly, a good bridge is reliable. It’s always there. That’s why our hub is built around a single point of contact for healthcare providers. With that consistent touchpoint, we foster trust and familiarity—creating a strong connection between practices and hubs that fuels informed decision-making. But that connection should also include digital channels, such as electronic health record (EHR) integration for hub enrollments, portals and chatbots.
Action plus impact metrics
Metrics for quarterly business reviews are essential but they’re only part of the story. At Sonexus Access and Patient Support, we recognize that data without context is just numbers. So, we go beyond the spreadsheet—transforming raw metrics into strategic, patient-focused insights, including:
- Both the number of phone calls answered and the top sentiments gleaned from them with recommended actions
- Both how many prior authorizations were done and what the top barriers were in completing them with a strategy in place to address the challenges
After all, hubs sit between patients and providers. The right vendor makes the most of that position with technology and talent to translate critical intelligence into business impact.
See how we turn complexity into clarity with a strong hub foundation.
Sponsored guest posts are bylined articles that are screened by Drug Channels to ensure a topical relevance to our exclusive audience. The content of Sponsored Posts does not necessarily reflect the views of HMP Omnimedia, LLC, Drug Channels Institute, its parent company, or any of its employees. To find out how you can publish a guest post on Drug Channels, please contact Paula Fein (paula@DrugChannels.net).
No comments:
Post a Comment