Patient Support Services

A New Starting Point for Patient Support: Tech-Driven Hub Services

Many current biomedical innovations moving from bench to bedside are considered specialty therapeutics. Such therapies give hope to many patients struggling with chronic and orphan diseases like cancer, heart disease, multiple sclerosis (MS), autoimmune conditions and viral infections like hepatitis C and HIV/AIDS.

Erica Conroy, PhD
Erica Conroy, PhDVP, Specialty
May 22nd, 2019
Patient speaking with doctor

It’s estimated that 65% of newly launched medicines within the next four years will be specialty – that’s about 35 each year.The Global Use of Medicine in 2019 and Outlook to 2023, IQVIA Institute for Human Data Science

Despite potential health benefits, the cost and complexity of specialty medications can create distinct challenges for patients. Barriers to access, affordability and adherence can keep them from obtaining the medications they need to be well.A Comparison of Pharmacy Dispensing Channel Use and Adherence to Specialty Drugs Among Medicare Part D Beneficiaries, 2018

*Learn about specific challenges faced by MS patients and how technology can help in CoverMyMeds’ new white paper. *

Manufacturer-sponsored drug access and support services, often called “hub programs,” aim to help patients overcome such obstacles. Fulfilling insurance requirements, coordinating financial assistance and helping patients remain on therapy are common offerings among many hub service providers.

The problem is, many patients aren’t aware of this helping hand. In a survey of 10,000 patients, it was discovered that only one in five had even heard of such support services.Patient Services – Pharma’s Best Kept Secret, Accenture Life Sciences Manual processes and poor communication among healthcare stakeholders can also reduce the effectiveness of these programs.


When patients are effectively supported, the difference is clear: streamlined access, affordability options and adherence assistance can improve patient outcomes. A study involving nearly 6,000 patients found that when complex medications for cancer, MS and autoimmune conditions were accompanied with support services, the odds of patients remaining adherent were on average 23% higher (and in some cases 39% higher) than without such support.A Comparison of Pharmacy Dispensing Channel Use and Adherence to Specialty Drugs Among Medicare Part D Beneficiaries, 2018


Moving the Starting Line

Together, CoverMyMeds, a division of McKesson Prescription Technology Solutions, and RxCrossroads by McKesson, part of McKesson Life Sciences, are solving the challenges faced by patients and providers in accessing and utilizing hub services.

Through CoverMyMeds’ extensive network of more than 700,000 providers, payers representing 96% of prescription volume, 96% of pharmacies and over 200 life science brands, we have set a new starting point for patient access and support for specialty therapies with a proprietary, end-to-end solution. Along with RxCrossroads’ 20+ years of deep expertise providing high-touch human support for patients prescribed complex specialty drug regimens, this solution fundamentally changes the way patient support is provided.

By moving enrollment into access and support services upstream at the point of prescribing, we're “bringing the hub” to CoverMyMeds’ network to accelerate provider adoption so that all patients can be supported along their journeys. This solution is connected to over 500 EHR systems so that when a prescription is written, patient enrollment can seamlessly begin in the same CoverMyMeds portal that providers often use for electronic prior authorization support.

Within the last 90 days, approximately two-thirds of specialty providers from major therapeutic areas including neurology, oncology, rheumatology and gastroenterology have accessed and used the CoverMyMeds portal.CoverMyMeds data on file, 2019 In fact, for certain centers of excellence in neurology, utilization of the CoverMyMeds portal has reached 94% of specialty providers.CoverMyMeds data on file, 2019 From this central location, providers can easily complete patient enrollment and start patients on therapy within their existing workflow.

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Comprehensive Patient Support Powered by Technology

In contrast to traditional hub programs, our specialty solution provides a streamlined electronic experience throughout the access process. Stakeholders have clear visibility into which steps need to be completed and who is responsible for them within the specialty workflow.

Enrollment steps like lab scheduling, benefits verification/investigation, prior authorization, financial assistance and selecting an appropriate specialty pharmacy for medication dispense/administration are all completed within the platform, saving administrative time and cost.

Throughout the process, human intervention is available to assist with patient access at any point. Expert case managers and support specialists from CoverMyMeds and RxCrossroads deliver timely resolution support for any complications, as well as targeted adherence support to help patients overcome challenges related to medication adherence.

Patients trust their providers.The Patient Is IN – Pharma’s Growing Opportunity in Patient Services, Accenture Life Sciences, 2016 With our network solution, providers are empowered to help their patients through seamless enrollment into support services that can help improve medication access, affordability and adherence.

Discover more about how CoverMyMeds and RxCrossroads by McKesson are helping patients get the specialty medications they need at

Erica Conroy, PhD
Erica Conroy, PhDVP, Specialty

Erica delivered specialty solutions for patients, providers, pharmacists, payers and life sciences.

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