Making medication status updates instantly available

Problem

Case managers (CM) at Vanda, responsible for the oversight of patient medications, frequently need to look up the status of the delivery of a patient's medication. This required contacting the pharmacy directly.

Knowing the patient's medication status is critical to know if there are any blockers such as missing insurance information. Without this knowledge, a patient could be blocked from receiving their medication, Vanda could lose revenue, and the patient's medical condition could go untreated.

The inefficiency of this process costs the CMs 10-15 minutes per call for 3-10 calls a day.

Solution

I took the initiative to reach out to the CMs, the ones primarily handling patient cases, to validate the inefficiency I believed existed. They confirmed that this was indeed a pain point.

I worked with our pharmacy partners to provide Vanda data on the status of every patient's case.

With this data, I was able to design a tracker inside Vanda's customer relationship management system, giving Vanda up-to-date information on every patient's case.

Result

This new tracker decreased the time it took to figure out the status of patient medication deliveries from 10-15 minute calls per patient to instant up-to-date statuses available inside our customer relationship management system.