After downloading on the goals and priorities of the patient services program, Two Labs provided Account Directors to serve as ‘Hub and Patient Services’ representatives.
These representatives assisted with the design and implementation of the patient support program and served as stakeholder-facing subject matter experts on the program. Following implementation, they were responsible for managing the third-party partner for 18 months post-launch to ensure an optimal patient experience throughout the therapy journey.
The day-to-day management and oversight that Two Labs provided included:
One year post-launch, Two Labs performed a deep dive into the patient support program and 3rd party partner to analyze what worked well and what didn’t, and then provided recommendations to further optimize the program.
Two Labs was also actively involved in the client’s National Sales Meeting, presenting an overview of the patient services program website to their sales/field team.
Shortly after post-launch support began, the client was acquired and became a subsidiary of another manufacturer, which resulted in reorganizations and a requirement to have their patient support program approved by the parent company. Two Labs assisted in this process by serving as the point of contact for coordination throughout this process.