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Patient Outreach Case Study

Overview

A widely regarded leader in the Bio-Tech industry needed to call 10-15K patients that were currently using one of a number of company manufactured drugs.

Through a series of questions to determine patient dosage and pick-up pharmacy among other key criteria, the Client was looking for a partner that would help gather pertinent information in determining the viability or existence of insurance coverage interruption.

A specialized Client reimbursement division would then intervene and provided reimbursement expertise for the patients past orders and remedies to avoid interruption for future orders.

The Client presented this opportunity to competing contact centers nationwide with proven track records in pharmaceutical and bio-tech projects and chose Greenwood & Hall to provide service.

Greenwood & Hall provided the initial outbound phone calls asking a series of drug- and insurance-related questions so the Client’s Reimbursement Division could effectively follow up with patients that met follow up requirements.

Action Plan

Greenwood & Hall implemented a highly-skilled outbound telemarketing group to process patient outreach calls within a specified timeframe. Greenwood & Hall provided an agent team with extensive experience to effectively generate needed patient responses through a state-of-the-art network. The Client lacked resources and capacity to handle the initial call requirements.

Benefits/Results

Greenwoood & Hall worked with the Client to develop, launch and manage a successful patient outreach program.

Greenwood & Hall exceeded expectations by providing a service that worked seamlessly and without confusion or frustration for the patient. Greenwood & Hall focused on its patient outreach expertise and information gathering know how on the front-end allowing the Client’s Reimbursement Division to provide patient reimbursement expertise and resolution for the patient on the back-end.

In addition, Greenwood & Hall generated a high rate of completed surveys through its outbound telemarketing efforts.

Greenwood & Hall freed up the Client’s resources and provided dramatic cost savings through effectively and efficiently handling the program.