Preparing Your Patient Experience Group for Future Success

The Challenge

The client, a Biotech company with blockbuster drugs in multiple therapeutic areas, was looking to reimagine their patient experience group to prepare them for an increasingly diversified product portfolio and international presence in the next five years.

• Missing internal alignment on organizational future design
• Siloed access and patient services roles
• Insufficient functional support for pipeline planning
• Lack of clear value proposition

Goal: Create a future configuration for an organizational design that gains executive buy-in and serves as a springboard for a high-level implementation roadmap

Our Solutions

• Competitive Benchmarking Research to compare peer organizations and implement best practices.
• Subject Matter Expert Discussions on access and product planning to understand future needs.
• Alignment Workshop Across the Patient Experience Organization to streamline operations and optimize collaboration.

The Results

• +6-8 FTEs Filling current functional gaps
• Unified Voice to strengthen working relationships with brands
• Strategy & Operations Excellence: Expansion of vertical support across all TAs
• Functional Scalability: For proactive future pipeline planning “This initiative really will create momentum for us to support patients for years to come.”

Download Case Study: Preparing Your Patient Experience Group for Future Success