Guide Patients from Access to Adherence
Learning Objectives
After completing this unit, you’ll be able to:
- Describe how Life Sciences Cloud supports patient services across enrollment, benefits, assistance, and adherence.
- Summarize how Agentforce and patient-reported outcome measures (PROMs) help track and improve patient outcomes.
- Explain how Life Sciences Cloud supports coordinated provider engagement.
- Recognize how patient and provider tools work together to improve continuity of care.
Bridging the Final Mile of Care
The availability of an approved and appropriate therapy is just the beginning for patients. For most, the the real challenge starts after they leave the doctor's office. From this point, the patient must navigate insurance and sometimes apply for financial help. Then comes starting treatment and staying on therapy. The process is complex, time-sensitive, and can feel overwhelming.
Life sciences companies now have the tools to meet patients where they are. Patient services programs are evolving beyond call centers to deliver tailored, data-driven support that improves adherence, outcomes, and the overall patient experience.
To bring programs to life, Life Sciences Cloud unifies intake, benefit verification, financial assistance, and outcome monitoring, while giving every team real-time visibility into patient status, consent, and support needs.
In this unit, you learn how Life Sciences Cloud helps organizations guide patients through complex treatment journeys and make therapies work in the real world.
Distinct Needs, Shared Outcomes
Life Sciences Cloud supports multiple teams working together to improve access and outcomes.
Team |
Role |
|
|---|---|---|
Patient service representatives (PSRs) |
Guide patients through enrollment, benefit verification, and ongoing support. |
|
Financial assistance teams |
Assess eligibility, manage applications, and monitor program status and utilization. |
|
Program leads and case managers |
Monitor progress and adapt care plans based on outcomes. |
|
Provider relationship managers |
Coordinate with HCPs, track referrals, and surface relevant insights. |
|
Admins and architects |
Configure workflows, document flows, and compliance logic using low-code tools. |
|
All teams work from the same unified platform, with purpose-built tools for healthcare coordination.
Life Sciences Cloud powers every stage of the patient services journey by combining automation, data, and engagement tools to improve access and adherence. Let’s walk through each core stage.
Patient Enrollment and Onboarding
Every support journey begins with enrollment. If the intake process is delayed or confusing, patients can stall or disengage entirely. Life Sciences Cloud makes enrollment fast and direct. Patients can start through a secure Experience Cloud portal, a provider referral, or an outreach link. Step-by-step workflows help them choose the right program, upload documents, and give consent. Intelligent document automation (IDA) extracts and verifies data automatically, minimizing the details patients must enter manually.
Behind the scenes, Life Sciences Cloud links each enrollee to the right therapies, providers, and consent records through a structured data model, building a solid foundation from day one.
Take Lisa, newly diagnosed with type 2 diabetes. After receiving a brochure about the Diabetes Management Program, she scans a QR code and lands on Cumulus Pharma’s patient portal.
An intuitive workflow guides Lisa as she uploads her insurance card, verifies her identity, and provides digital consent.
Her data is now connected to the correct medication and provider, and her Care Program Enrollee record is complete, ready for benefits verification and support services to follow.
Benefits Verification
Once patients are enrolled in a support program, confirming their insurance coverage is the next crucial step. Gaps in coverage, prior authorization requirements, or high out-of-pocket costs can delay access to medication or even prevent a patient from starting therapy. That’s why speed and clarity in this phase are critical.
Life Sciences Cloud supports the entire process with automated workflows and real-time data. PSRs can initiate manual or electronic benefit checks directly from the patient record. Integrated clearinghouse connections return instant coverage details, including copay amounts and prior authorization requirements. Verification and reverification flows reduce handoffs and help teams respond quickly and confidently.
Agentforce supports follow-up and summarization. If benefit details are missing, it generates a payer call script to guide the PSR. After verification, it helps produce a clear, patient-facing Benefits Summary. During reverification, it suggests next-best actions and summarizes patient responses to help keep coverage current.
Let’s return to Lisa’s story.
Her PSR opens Lisa’s care program record and initiates a benefits check for her prescribed insulin. Life Sciences Cloud retrieves the coverage data electronically.
Lisa’s medication is covered, but prior authorization is required and her monthly copay is $100. Agentforce generates a call script to confirm the prior authorization process and prepares a Benefits Summary for Lisa. This way, she has a clear view of what to expect at the pharmacy, without any surprises.
Two months later, Lisa’s insurance changed after starting a new job. Life Sciences Cloud flags her record for reverification. Agentforce recommends an outreach email, summarizes Lisa’s response, and guides the PSR through updating her Benefits Summary, ensuring continuity of care.
Provision of Financial Support
Even when insurance covers the medication, the cost burden can still be too high for patients. Copays, deductibles, and coinsurance often add up, especially for those managing chronic or complex conditions.
Life Sciences Cloud helps teams close the affordability gap. With a dedicated model for financial assistance, PSRs can manage copay programs, foundation aid, and quick-start offerings from a single workspace. Configurable rules automate eligibility checks, while guided flows simplify enrollment. All documentation, benefit assignments, and disbursements are tracked centrally for visibility and compliance.
The platform keeps teams responsive. It flags potential matches for assistance programs, suggests outreach when benefit caps are near, and ensures patients stay connected to the support they need.
Let’s see what happens next for Lisa.
After confirming that Lisa’s insulin prescription is covered with a $100 monthly copay, her PSR navigates to the Financial Assistance Program tab. Based on Lisa’s plan, product, and income, the system recommends the Diabetes Copay Assistance Program.
The PSR launches the enrollment flow. Lisa’s information is prefilled, and required documents—such as income proof or consent forms—are flagged automatically. Once submitted, the team reviews and approves the application. Lisa receives a $75 monthly copay benefit.
Back in her record, the PSR can now monitor usage, track disbursements, and set alerts as benefit limits approach. If further action is needed, tools like call scripts or message templates help ensure timely, consistent communication.
With this automated support in place, Lisa can start therapy with confidence and her care team can stay focused on keeping her there.
Patient Engagement and Outcome Tracking
Starting therapy is one thing, but staying on it is another. Without ongoing support, patients may miss doses, disengage, or stop treatment altogether, often without signaling why.
Life Sciences Cloud helps teams stay connected and informed. Built-in tools support personalized outreach, structured assessments, and real-time outcome tracking across the patient journey. These include patient-reported outcome measures (PROMs), which are structured self-assessments that capture a patient’s experience, such as symptoms, adherence, or quality of life. PROMs help teams understand therapy impact from the patient’s perspective and guide more informed follow-up.
Agentforce also helps at this stage by summarizing reported outcomes and suggesting timely follow-up actions. With AI-generated message templates and response summaries, care teams can take action without having to sift through disconnected records.
Time to check back in with Lisa.
Three months into the program, she receives a prompt to complete a quality-of-life assessment through the patient portal. She reports strong adherence but lower energy during the workweek. Life Sciences Cloud logs her responses and updates her outcome record. Agentforce generates a summary of her assessment and recommends a follow-up message for her care team.
Lisa’s PSR reaches out, learns that recent schedule changes have disrupted her meals, and connects her with a dietitian for support.
These same insights roll up into program-level dashboards, helping teams like those at Cumulus Pharma evaluate what’s working and where to improve. With structured assessments and intelligent tools, teams can support every patient, and strengthen their programs in the process.
Bring It All Together
Life Sciences Cloud combines everything patient services teams need to deliver timely, personalized support, from streamlined enrollment and insurance verification to financial assistance and outcomes tracking. By replacing disconnected tasks with guided, intelligent workflows, the platform helps teams remove barriers and keep patients on therapy.
It also keeps providers in the loop. With shared visibility into benefits, consent, and patient progress, HCPs and program teams can stay aligned at every step of the journey.
Across this module, you've seen how Life Sciences Cloud supports the full life-sciences lifecycle.
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Commercial Engagement equips field teams with the data, tools, and insights to drive smarter HCP interactions.
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Clinical Engagement streamlines study design, site onboarding, participant enrollment, and advanced therapy coordination.
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Patient Services delivers seamless support, improves adherence, and coordinates care through unified engagement and outcomes tracking.
All three pillars run on the same intelligent foundation: shared data, embedded AI, and automation that adapts to your business. Agentforce enhances every phase by surfacing next-best actions, simplifying complex tasks, and helping each user stay one step ahead.
This isn’t just CRM with industry features. It’s a purpose-built platform for the speed, complexity, and precision that modern life sciences demands.
Ready to go deeper? Explore the Resources section to test-drive Life Sciences Cloud and find Trailhead and Help content to support your journey.