As the world of patient assistance programs (PAPs) grows increasingly complex, several technology solutions have emerged to help patients navigate these services. The platforms offer features such as automated enrollment, tracking progress and savings, and educational resources.
One example is a new enhanced digital adherence program from AcariaHealth Specialty Pharmacy that launched in February and boasts high patient engagement and improved adherence rates, said clinical account manager Allison Watson, PharmD, during a session at Asembia’s AXS25 Summit, in Las Vegas. It also works with the company’s long-standing free drug program, Homescripts.
myAcaria Connections is an enhancement of AcariaHealth’s previous text prescription management tool, which was primarily refill ordering. It is a more comprehensive prescription management solution with features such as clinical escalation capabilities, administration training videos and a fully personalized digital feed. “It integrates seamlessly with our telephonic and web adherence solutions,” Dr. Watson said. “Patient engagement from each channel is recorded and reflected in our specialty pharmacy software, ensuring our patients and care teams have timely updates, even when using a combination of our adherence services.”
Since the service launched, AcariaHealth has invited approximately 52,000 patients to the new program with a 77% click-through rate (patients who have accessed the tool through digital invitation); 31% of those patients refilled their prescription using this tool within the first three months of launch. “We see adherence rates that are consistently 2% to 4% higher for patients that engage with our digital solutions,” Dr. Watson said.
Homescripts provides access to 12 medications through manufacturer-led PAPs, including those offered to uninsured or underinsured patients. These programs include several subcategories:
- Bridge: temporary access to medications while patients are waiting for insurance coverage or other long-term solutions, often for new prescriptions;
- Interim: medications during coverage interruptions; and
- Replacement: for patients with lost, expired or damaged medications.
“Homescripts is the exclusive free drug provider for 11 medications,” Dr. Watson said. “Homescripts pharmacists and staff are dedicated to assisting patients enrolled in free goods programs for conditions such as, but not limited to, multiple sclerosis and myasthenia gravis.”
Integration with hub platforms enables secure data exchange among the hub, AcariaHealth and its rebate aggregator, streamlining access to medications, she said. “Our team receive specialized training tailored to the unique business rules of each program.” AcariaHealth reports fast turnaround times, with a cycle time average of five days or less for most programs. Internal data also show 99.99% shipment accuracy, and adherence as measured by proportion of days covered above 90%.
Work is underway to enhance the digital tool, Dr. Watson added. “This includes features to increase customizations for each patient and therapy area, more connectivity to additional resources and information that are relevant for each patient, and more features that allow us to support the patient through their therapy journey, including but not limited to, improving outcomes and allowing the patient to focus on living their best life.”
Managing the Multitude of PAPs
Only 3% of patients are using PAPs to help cover the cost of their medications, and only 8% had ever used a PAP, according to a survey conducted by Phreesia Life Sciences in 2021 that included nearly 5,000 patients (bit.ly/4fyRq6Z). Nearly 3 in 5 had little to no knowledge of PAPs.
Leading PAP Tech Solutions
Several leading tech solutions for patient assistance program (PAP) support offer a range of services, such as automatic identification and enrollment of eligible patients in PAPs, foundation grants, and copay cards based on insurance and income data; tracking of progress, deadlines and renewals; and analytics to track assistance provided and dollars saved. Here’s how these platforms integrate with existing electronic health records (EHRs) and other hospital-based systems.
AssistRx can be embedded into the workflows of Epic and other large EHRs, but usually requires customization or third-party middleware.
Atlas Health also integrates with most major EHR systems.
CoverMyMeds is widely integrated with Epic, Oracle Health (formerly known as Cerner) and other EHRs. It also automates prior authorizations.
RxCrossroads by McKesson integrates with pharmacy management systems and specialty pharmacy platforms, rather than full EHR systems, and is often bundled with specialty pharmacy services and paired with McKesson’s full suite or RxBenefits platform.
TailorMed integrates with most EHR platforms, such as Epic, Meditech and Oracle Health.
These results are likely explained, at least in part, by the fact that the complicated array of PAPs available to help defray the cost of prescription medications—particularly higher-cost specialty medications—can be confusing not just for patients but the pharmacists and pharmacy technicians who help them access these programs, said Chris Dowd, the senior vice president of market development at ConnectiveRx, which provides hub services and patient support. “Even in the pharmacy, there’s still a lot of confusion surrounding the difference between a pharmaceutical manufacturer-sponsored copay card program and a discount card from a company like GoodRx. That confusion among the mechanisms is what makes them hard to keep track of.”
However, multiple tech tools and external resources are available to help pharmacies manage access to these programs for their patients, including software platforms that can be integrated with the electronic health record (EHR; see box). Some health systems and large pharmacies have also built their own PAP platforms or portals customized to meet their own needs. “CVS, for example, has their own internal portal that organizes all of the manufacturer coupons, and they teach the techs to utilize it,” Mr. Dowd said. “Other major pharmacies have their own portals as well, but the one I hear most about is CVS.”
One large health system that is still looking for an optimal solution for PAP management is Advocate Health, a Charlotte, N.C.–based nonprofit health system formed by the 2022 merger of Advocate Aurora Health and Atrium Health. It’s now the third-largest nonprofit health system in the United States. “Our enterprise is very serious about standardizing the process of care,” said John Robicsek, the assistant vice president of strategy, business and program development for Advocate Health’s Specialty Pharmacy Service. “We currently have three specialty pharmacy service hubs: one in Charlotte, one in Winston-Salem and one in Milwaukee. With $3.5+ billion in total annual pharmaceutical expenses, including thousands of patients needing specialty medications, we see it as our responsibility in pharmacy to ensure medications are affordable so that our patients achieve optimal outcomes.”
Traditionally, the health system has supported patients with “a very hands-on, phone-based approach,” said Gale Fraser III, CPhT, the operations manager at Advocate Health’s specialty patient service hub in Charlotte. “That model has served us well, but we’re now actively evolving toward more scalable, tech-enabled solutions that can enhance both speed and consistency.”
One step that Advocate Health has already taken is partnering with vendors that notify the health system when nonprofit support programs open. “Now, we’re looking to build on that by exploring AI-driven tools that can help us identify and qualify patients in real time—so we can act faster and serve more people,” Mr. Fraser said. “We’re also working closely with our EHR-integrated specialty pharmacy management system vendor to access third-party PAP tools that integrate directly into our EHR-based workflow. … We’re excited about the potential to launch new tools directly from our EHR, and we’re looking for partners who can help us make that vision a reality.”
The sources reported no relevant financial disclosures.
This article is from the September 2025 print issue.