Using digital tools and platforms to create scalable, personalized support for patients

Digital tools and platforms are integral to creating scalable, personalized support for patients, but their initial design must include significant systems-level thinking to incorporate these capabilities into their DNA. This design phase requires an understanding of common patient journey structures, key milestones, potential barriers for engagement and treatment access, along with available resources. For this reason, our team members work closely with all client stakeholders in everything we do to achieve optimal effectiveness. Once done, we can configure a CRM platform and integrate it with an omnichannel ecosystem and other systems to create scalable support for each individual patient.

We can program these platforms so that treatment navigators can select self-service or guided workflows to serve up the right content for the patient and thereby follow a more personalized journey fostering high engagement. The platforms can offer bespoke outreach with educational material, appointment scheduling, medication reminders, and reimbursement support for patient access via the patient’s preferred channel when they want and need it. The platform can recommend the next best actions for the treatment navigator, providing personalized guidance on the most appropriate next step for each patient. They can interface with field reimbursement, HCP, and patient portals creating a connected, scalable ecosystem that delivers personalized support across the patient journey.

By integrating Gen AI and Agentic AI into the continually evolving patient support platforms, our patient support systems can be designed to funnel a broad set of content into a few actionable insights. They can serve up recommended engagement material to treatment navigators in real-time, supporting patient conversations and guiding the next steps in the journey, tying together compliant content that could easily be overlooked without this capability. This targeted intelligence capability dramatically reduces the cognitive load on the treatment navigator, while allowing them to remain present in the conversation with a more immediate and personalized response.

These AI enhancements along with properly designed patient support digital platforms, empower our patient support teams to focus on the highest impact elements of personalized patient engagement, while allowing automation to take care of the rest.