Forecast The Work. Then Forecast The People.
Why Patient Support Capacity Planning Needs More Than A Volume Forecast
The POOP By Maureen Dolan Bala
Welcome to The POOP: Patient-Out-of-Pocket
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Latest posts
A Secular Vocation
Why Patient Support attracts people drawn to service, and why an industry built on science should defend evidence, uncertainty and expertise.
I Don’t Want a Better Hub. I Want Better Access.
AI can help Patient Support automate the work. The larger opportunity is to understand access barriers sooner, act on them strategically, and give case managers the tools to respond.
What I Listen for in a Mid-Year Patient Support Review
Four questions for evaluating vendor performance, Manufacturer behavior, program design, and what Patients and HCP offices are actually experiencing.
The Work Is Real. So Is the Bargain.
Patient Support helps people. It also lets pharma tell a better story about itself. Both can be true.
Everyone Wants the FRM. Nobody Wants the Hub.
Manufacturers are cutting Patient Support roles, hiring FRMs, and buying AI. But the access work isn’t disappearing. It’s moving.
Patients Are The Point, Not Polish
AI can make complicated work look clean. But in Patient Support, polish is not the same as accuracy, judgment, or discernment.
Before You Fire Your Copay Vendor, Check Your Math
Sometimes it's a "them" problem. Often, it's a "you" problem.
Why Don’t The Drug Companies Want You To Use Their Copay Cards?
Actually, they do. The reason you weren't told about one has more to do with humans than any Big Pharma conspiracy.
Everyone Hates The Hub. But Why Did You Need One?
Before the RFP or the internal build, ask what the Hub was supposed to do AND what your data is actually telling you. Firing a vendor might solve for Ops, but not necessarily for Access.