We are proud to partner with providers and pharmacists who are dedicated to helping patients access their prescribed medications. In our spotlight series, we interview providers and pharmacists from around the country to shed light on their important work and the life-changing impact of patient assistance.
We recently spoke with Nicole Kearney, a Process Improvement Supervisor from Noble Health Services, a specialty pharmacy in Syracuse, New York. In addition to filling prescriptions, Noble Health Services offers supplementary support to patients such as copay assistance, case management and free medication delivery. In our discussion, Nicole emphasizes the importance of delivering comprehensive care to patients—especially those facing high out-of-pocket costs.
What is your position at Noble Health Services and what is most rewarding about your job?
I am the process improvement supervisor at Noble Health Services and am responsible for ensuring the quality of our customer service interactions. I manage the onboarding and training of our call center employees as well as our free overnight medication delivery campaign and copay assistance services.
The most rewarding aspect of my job is being able to reduce stress for newly diagnosed patients by helping them set up the delivery of their medication and lower their out-of-pocket costs.
Noble Health Services refers to itself as a “patient-friendly ‘center of support.’” What does being a center of support mean for your patients?
In our daily practice we work to assist patients through their full journey of care by ensuring that our employees are trained to provide services in all areas of delivery including benefit investigation, copay assistance and clinical management. We focus on the patient’s quality of life by providing comprehensive care while they learn to manage their conditions.
How have high out-of-pocket costs affected patients at your practice?
High out-of-pocket costs hinder access to much-needed medications as many patients are unable to afford their share of the cost. By helping patients apply for assistance, we’re looking to set them up for success so that they can continue their treatment without being burdened by the cost of care.
How has the PAN Foundation impacted your patients?
We recently met with a patient who was at risk of going an entire month without their HIV medication because they could not afford the copay. Several members of the patient’s family were on disability and unable to help. Luckily, we were able to apply for and receive a PAN grant that same day. Thanks to PAN’s assistance, the patient was able to get their prescription filled before missing any doses. The entire family was extremely grateful to PAN.
How do you find the application process?
The online portal is easy to navigate and we use it frequently. It is a convenient tool to verify patient funds online and check the availability of additional grants.
What is the best piece of advice you’ve ever been given?
It is important to have a strong work-life balance.
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