Use case highlight: 3 Ways specialty pharmacies can use forms to their advantage

Use case highlight: 3 Ways specialty pharmacies can use forms to their advantage


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By: Terri Embry, RN, BSBA, Customer Success, CitusHealth

With most specialty pharmacies experiencing low staff-to-patient ratios, it’s not uncommon for two to three staff members to care for thousands of patients. These staff typically have one-way communication with patients, which means they can send an SMS message that prompts patients to call a number for a refill. How can pharmacies engage patient populations with less touch, but with more meaningful information gathered? The answer lies in a form-sending feature.

When forms can be customized and sent in bulk, staff can communicate with multiple patients at once and those patients can respond at a time that works for them. The result is patient data captured in real time and an efficient process for everyone in the care journey.

Here are three ways specialty pharmacies can use forms to their advantage.

Forms reduce phone calls and voicemail tag.
Instead of relying on phone calls to confirm if a patient is ready for a refill, forms can be sent automatically to manage their refill—as well as ask general questions about side effects, tolerance, dosage, affordability, etc. Patients can then fill the form out on their own time, providing real-time updates to staff and helping reduce delayed refills. This also captures refill days and associated revenue that could potentially be lost if there is a delay in communication.

Forms can educate patients.
To learn how to inject, patients often must go to a clinic location for a hands-on tutorial. With forms, patients can learn remotely and can access video links for visual instruction. Beyond forms, patients should also have access to video visits with their care teams—addressing questions about their care face-to-face and in real-time.

Forms can speed up insurance verification
Every year comes the same task for each pharmacy—the time-consuming process of verifying insurance. Instead of calling each patient for an insurance update, bulk send forms for patients to fill out their insurance carrier at a time that works best for them. Patients can also upload an image of their new insurance card. The form submission can alert the right person or persons and often integrates back into the electronic health record.

Using technology to replace thousands of phone calls, avoid delays in providing a dose, and keep the patient on a therapy they need has a positive impact on staff and patients.

How can forms make a difference for your workflows? Schedule a demo today to see for yourself why two-way communication is a game changer for specialty pharmacies.

Terri Embry
Terri Embry
RN, BSBA, Vice President of Customer Success, CitusHealth

A registered nurse with a bachelor’s degree in business and marketing, Terri’s career has spanned almost three decades in regional and national home, specialty and long-term care infusion operations, sales, and informatics leadership. Her experience with cutting-edge workflow optimization has allowed her to understand the challenges both customers and their patients face. With CitusHealth, she leads the adoption and retention team helping to bring the voice of customers to the product development roadmap.

Terri has been in leadership, sales, and nursing roles for companies such as BioScrip, Omnicare, and Olsten-Kimberly Quality Care.