Pharmacy Patient Liaison Helps Patient Access GLP-1 Treatment: How One Phone Call Might Change a Life
Clearway Health’s pharmacy patient liaisons are integrated into a patient’s ambulatory care team, adding knowledgeable clinical staff that frees other health care workers to focus on patient care. By helping patients understand, navigate and access their medication by simplifying the insurance and financial aspects, pharmacy liaisons help mitigate future emergency department visits and inpatient stays and reduce unnecessary adverse events and readmissions. They also help hospitals avoid unnecessary costs by providing follow-up care to make sure patients are monitored for symptoms and take their medications on time.
When Medication Access Seems Impossible
After waiting six months to be approved by her insurance, a diabetes patient at the Lawton Community Health Center at Comanche County Memorial Hospital was frustrated. Mired in red tape with her health insurance company, she was not approved for the GLP-1 medication prescribed by her doctor.
Clearway Health’s pharmacy liaison further researched the issue by looking at the patient’s insurance plan, current formulary of the medication and medical history. She was able to determine that the denied GLP-1 medication was not indicated for the patient’s specific diagnosis. The liaison successfully uncovered prior authorization approval for a different GLP-1 medication with an approved indication for the patient’s specific diagnosis.
When the liaison reached out to the patient to let her know her medication was approved and that it could be filled at the specialty pharmacy, the patient was thrilled. The patient stated there needed to be more employees like the liaison that were willing to take the time to find out exactly what was going to work for the patient in getting the medication approved at an affordable price. The patient also said more support staff would help providers in the area. The patient appreciated the quick turnaround time and was so thankful to have found a patient liaison to help her.
An Impactful Conversation: Making a Significant Difference in a Patient’s Life
Patient: Thank you so much for your help, this is wonderful! My doctor is very thankful for your help with her patients, and I thank you also. I have been on the fence about using GLP-1, but I think I’m ready. I need to get healthier.
Liaison: We’re excited about helping patients in this way; it’s very fulfilling to find the treatment that is ideal for you, and that’s going to be covered, so you’re not going to be financially burdened by the price of the medication.
Patient: You are helping people more than you realize. It’s really appreciated, and I thank you for what you did for me!
This specialty pharmacy liaison and patient interaction is the perfect example of the impact of this role in improving patient care and building an important relationship that keeps patients invested and satisfied with their treatment journey.
Learn More
Learn more about how Clearway Health’s specialty pharmacy liaisons champion patients, cheer for affordability, choose equity and challenge obstacles by reading our blog post on