The Client
A global, leading biopharmaceutical company focusing on multiple therapeutic areas, including cardiovascular, central nervous system (CNS), and oncology, sought to transform its LATAM operations by launching a scalable Patient Affordability Program (PAP). The program was primarily aimed at improving patient access to life-saving medications. Through this initiative, the company set out to achieve the following objectives:
- Understand the patient affordability gap within the market to design targeted financial models
- Conduct financial eligibility verification for patients seeking assistance or medication access
- Coordinate with payor systems to streamline financial assistance programs
- Ensure continuous patient engagement and support
Challenges
The client faced significant challenges that hindered its ability to provide affordable and accessible medication to patients. These challenges included:
The Solution
To address these challenges, Indegene implemented a comprehensive and tailored approach that combined market research, patient-centric engagement , and operational efficiency improvements.
Indegene began by conducting an extensive socio-economic study to identify affordability gaps and designed a structured program to bridge them.
Standard Operating Procedures (SOPs) were established for critical processes, including patient enrollment, financial assessment, financial transactions, and continuous engagement. To maintain consistent engagement, Indegene facilitated ongoing communication with patients through phone calls, emails, and text messages. This helped the care coordinators to guide patients through documentation, follow-ups, and medication adherence.
Local, regional language support was provided by on-ground teams who engaged directly with patients to ensure clear communication and understanding.
Additionally, Indegene coordinated last-mile drug delivery directly to patients to reduce delays and accelerate medication access.
Real-time patient data analytics were employed to track key metrics such as time to enroll, financial assistance approvals, and drop-out rates to generate actionable insights to continuously optimize the program.
Outcomes
The successful implementation of the program in the LATAM region streamlined patient enrollment and drug delivery, boosting patient satisfaction and operational efficiency. By cutting costs and improving engagement, we positioned the client to scale the program and deliver better health outcomes.
>40% ↓
Patient Affordability Program deployment time
>50% ↓
New program/country onboarding cost
2X ↑
Patient enrollments within the first year