Guiding a High-Volume Client to Align with HUB Best Practices
Introduction
Our client aimed to optimize their patient support program by improving workflows, processes, KPIs, and reducing turnaround times across HUB-related functions.
The Challenge
The client faced critical process gaps that hindered efficiency, compliance, and alignment with industry standards, requiring immediate action to ensure long-term regulatory adherence.
Our Solution
- Conducted industry benchmarking to identify best practices for HUB services (turnaround times, reimbursement, data analytics, etc.)
- Performed an Operational Health Review with the HUB vendor to audit processes and ensure efficiency
- Conducted live CRM reviews to assess system performance
- Evaluated follow-up, KPIs, and call quality
- Audited SOPs and training materials for efficiency and up to date
- Reviewed vendor training records for compliance.
Value Delivered
We identified critical vendor issues and implemented immediate improvements to close gaps and enhance standards. Real-time solutions boosted efficiency and compliance, while targeted re-training mitigated key compliance risks.
