Customer Care and HUB Services
Diligent provides comprehensive patient-centric Customer Care and HUB services on behalf of our pharmaceutical and biotech clients.
Diligent’s Customer Care Specialists expertly handle of a variety of important interactions including:
- Onboarding and educating patients through welcome and ongoing touch-base calls; with a real-time triage to a Diligent Medical Information Specialist (HCP) available if needed.
- Education on and technical support of diagnostic devices.
- Coordination with pharmacies on providing replacement products.
- Triaging patient requests to the appropriate area, if the Customer Care Specialist is not the best person to help.
Customer Care can be initiated and/or provided through multiple channels, including phone (live and automated calls), chat, email, video conferencing, and text messaging.
Diligent’s full suite of HUB services allows manufacturers to maintain a connection with their patients by providing a single point of contact during all phases of the prescription delivery process.
Our experienced HUB Specialists help patients begin therapy faster and comply with their treatment plan long-term by:
- Coordinating reimbursement activities for specialty pharmacy products, including initiating benefit investigation and verification, prior authorizations, and appeals.
- Acting as the primary contact for questions or requests about your brand-initiated co-pay or voucher programs, handling inquires and troubleshooting issues related to benefits, eligibility, and activation.
- Navigating patients through the processes associated with eligibility-dependent Patient Assistance Programs.
- Providing triage to organizations that provide financial assistance resources.
Our Customer Care and HUB services are differentiated by the extensive training our Specialists receive on our clients’ products, policies, and procedures as well as by their certification in Diligent’s proprietary, multi-module Excellence in ServiceTM course.
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