Company Type: Biopharmaceutical Company
Industry:  Pharmaceuticals
Sub-Industry: Rx
Products Purchased: Salesforce Health Cloud, Salesforce Marketing Cloud, Integration

A Biopharmaceutical Company (Biopharma) is dedicated to transforming the care of people living with rare genetic diseases and developing therapeutics for the treatment of those diseases. CopperHill has supported Biopharma since 2022 with a Salesforce Health Cloud implementation, designed to provide full visibility into the patient timeline for better customer management.

Biopharma has recently signed on to continue working with CopperHill through 2024. Our most recent work together has focused on providing a more intuitive system for their team.

Improved Workflow for Patient Experience Managers (PIMs):

Problem: PIMs work closely with specialty pharmacies to fulfill prescriptions, before our recent work with Biopharma the patient tracking process was a difficult part of the treatment journey. Oftentimes important statuses were missed or skipped, resulting in gaps within the patient care timeline. 

Solution: Our new system will introduce custom logic to ensure that all statuses—whether pharmacy-related or otherwise—are tracked and stored in Salesforce.

Insurance and Prior Authorizations Management:

Problem: Insurance and prior authorization information were being flatly stored on patient records, making it difficult for the Biopharma team to manage patients with multiple insurances or authorizations. to 

Solution: The BioPharma team will utilize Salesforce Health Cloud to create a “member plan” option, along with a dedicated Pre-Authorization record. This will allow statuses to be stored as approved/denied. If a patient is denied coverage, Biopharma utilizes a patient assistance program to ensure continuity of care during insurance approval processes. 

Enhanced Alerts and Action Plans:

Problem: Identifying patients at risk for stopping treatment due to intolerance or adverse reactions is critical.

Solution: CopperHill is building an alerting system to flag high-risk patients and automatically create action plans to reduce the number of treatment stoppages and mitigate risks. Additionally, custom email templates will be developed for high-risk patients. This communication with patients and healthcare providers hopes to provide timely interventions before stopping treatment. 

Integration Updates and Custom Objects:

Problem: Biopharma needed clearer visibility into their patient’s progress throughout the care journey. 

Solution: Adding new paths to the patient account record for treatment steps and pre-authorizations, enables the Biopharma team to see exactly where a patient stands in their treatment process.

By leveraging CopperHill’s expertise, Biopharma is well-positioned to continue transforming the lives of patients with genetic diseases.