A specialty pharmacy engaged our team to build a custom solution for one of their high touch therapy groups.
In this therapy group each patient was assigned to an “advocate” and these advocates communicated with patients using their personal mobile devices. Many patients only felt comfortable communicating with their assigned advocate and would often reach out with questions and concerns outside of business hours.
The company had mandated a move toward a secure messaging solution that that would protect patients’ PHI and would allow conversations to be monitored for quality assurance. The way advocates currently engaged with patients did not comply with the new security standards.
I worked with our client’s Director of Patient Engagement Marketing to interview members of the therapy group and define requirements and priorities for the project.
We arrived at a mobile-first solution that allowed both patients and advocates to initiate. Patients could initiate by texting a keyword to a short-code and would land in a secure web environment where they could securely chat with an advocate. We developed a mobile portal environment for the advocates where they could view their patient list and initiate conversations with patients on demand.
As we expanded the program to more users, we learned that another core group of users would need to engage patients exclusively from a desktop portal.
In addition to advocated initiated chat, the desktop portal was opportunity to add additional features that would help the company meet its longer term objectives.
Successfully onboarded 40 advocates and nearly 1000 patients.
Currently expanding program to multiple new therapy groups.
