The client is a leading global biopharmaceutical company with a strong focus on neuroscience and oncology. Operating complex patient support programs across regions, the organization supports large patient populations while ensuring compliance, accuracy, and a high standard of patient experience.
The Challenge: Improving Accuracy and Efficiency in Patient Support Operations
The client relied heavily on manual, paper-based, and fragmented processes to manage patient enrollments and eligibility verification.
The business faced several challenges:
Manual and error-prone enrollment and eligibility workflows
Delays caused by incomplete or inaccurate patient data
High dependency on fax-based communication and manual data handling
Inefficiencies in coordinating between patients, HCP offices, and internal teams
Increased operational costs and impact on overall patient experience
The client required a scalable and reliable solution to improve accuracy, reduce errors, and enhance patient experience.
The Solution: Digitizing Patient Enrollment and Support Workflows
Datamatics implemented a comprehensive digital patient support solution to streamline enrollment, eligibility verification, and follow-up processes.
The solution focused on the following areas:
Digitization of patient enrollment through a secure web-based application and survey system
Centralized data collection to reduce inaccuracies and eliminate manual rework
Structured handling of fax-based inputs, including splitting, validation, and routing
Dedicated patient and HCP support operations to manage missing information and follow-ups
Real-time eligibility evaluations to accelerate enrollment decisions
This approach enabled smoother coordination, faster processing, and improved accuracy across patient support workflows.
