Transforming Patient Support Program (PSP) Enrollment To Enhance User Experiences And Optimize Workflows

Patient Support Program enrollment has long relied on lengthy phone-based Welcome Calls — sometimes stretching to 60 minutes — to collect consent, demographics, medical history, and insurance details. For patients already navigating a new diagnosis or treatment, these calls can feel burdensome, and for PSP caseworkers, manual data entry leaves less time for meaningful patient interaction.

Innomar Strategies tackled this friction head-on by reimagining how onboarding data gets collected. Their approach shifted the process to a digital format that patients and caregivers can complete on their own schedule, with data flowing automatically into the PSP CRM. The result: enrolment call times cut by up to 50%, reduced administrative burden, and caseworkers freed to focus on getting patients started on therapy sooner.

Both patients and PSP staff have responded positively to the change. Download the full PDF to see how the solution works across product lifecycles and what outcomes were achieved in practice.