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  • Kevin Cast

How to avoid drift in your HUB

There’s a general understanding in the archery world that an arrow will be deflected from its trajectory when affected by outside factors such as crosswinds.

Archer aiming at bullseye.

This is called drift, and it’s something that experienced archers know how to spot and overcome by making adjustments to their aim, speed, and velocity before launching their shot.

The same practice holds true in good Patient Access HUB management. In our industry, crosswinds take many different forms — from scope creep to technology breakthroughs to program improvement. An informed, consistent approach to managing your HUB vendor can help you avoid drift, as you stay focused on patient access targets.

CROSSWIND: Your HUB started with 10 FTEs and now you suddenly have 40. What happened?

AVOID DRIFT: Rapid FTE growth may be appropriate at times, e.g., increased seasonal demand, open enrollment, or with new regulatory requirements. But it can also be caused by compounded poor management, misguided direction, and a simple lack of oversight by your internal constituents. To avoid the drift, you need to diagnose the issues rapidly and then implement corrective action. We recommend checks and balances, customized for your precise needs, to help inform qualified FTE growth situations and avoid knee-jerk overcorrections.

CROSSWIND: You’re having a hard time getting the right data from your HUB and your vendor is proposing a $3 million-dollar ePrescribing technology fix. Is it worth it?

AVOID DRIFT: Technology solutions are abundant in today’s marketplace, but unfortunately, most vendors only offer their preferred solution. A thorough review of your technology solution options by an outside group is usually the best way to ensure you’ve reviewed all angles (including keeping the technology you currently have and looking at the data differently) and have the insight you need to make the best decision for your unique program.

CROSSWIND: Your HUB provider is encouraging you to hire an additional 25 FTEs to conduct year-end benefits investigations. Is that necessary?

AVOID DRIFT: The easy answer is sometimes yes… and sometimes no. The benefits to proactive BI investigation have been well documented, but that only makes sense if it’s the right fit for your unique program and patient population. There are other ways to achieve the same results through different, less expensive approaches. Industry consultants with the right experience can quickly assess your HUB’s situation and make recommendations that keep you on target.

Contact us today to learn more about how we help clients make the smartest, most efficient program adjustments to avoid drift and reach their patient access targets.

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