Cencora accelerates patient access with Infinitus

Here’s why it worked

For Cencora’s patient support offering, innovation is non-negotiable; the team is always looking for ways to more efficiently and effectively serve their clients and the patients those clients support. Embracing AI to achieve that goal – particularly when it comes to access to care – is a priority.

This led to Infinitus, and their AI agent, which Cencora was able to integrate into its existing technology ecosystem. With the Infinitus AI agent, calls to payors and pharmacy benefit managers are automated, saving valuable time for Cencora workers. In fact, most benefit verification calls are completed within about five hours.

“We were looking for a scalable and reliable technology that allowed us to serve more patients, specifically during the annual verification period,” said Jeff Buck, vice president of digital solutions at Cencora. “We wanted a technology that allowed us to deal with the spike in volumes, while also able to handle the change in a patient’s insurance coverage that occurs at the beginning of the year.”

It was particularly important to the Cencora team that the Infinitus AI agent could push back when incorrect or incomplete information was offered by the agent on the other end of a phone call. Even a small error in the benefit verification process can lead to a significant delay in treatment.

Efficiently addressing obstacles to patient access

Infinitus completes the same amount of phone calls each day for Cencora as over 100 full-time employees, meaning Cencora can hire fewer seasonal workers (for example, during reverification season), or dedicate those workers to tasks where the involvement of skilled staff is necessary.

That balance between the work of their staff and the work of AI has empowered its program to focus more on supporting patients rather than on phone system wait times and less complex benefit verifications.

Can Infinitus work for you?

The Infinitus solution for patient support programs automates calls to commercial and government payors on behalf of pharmaceutical companies. The Infinitus AI agent can complete tasks including benefit verification and prior authorization follow-up accurately, consistently, and with a faster turnaround.

Infinitus supports over a thousand therapies, procedures, medications, and tests. We can work with your team to ensure that one of our standardized offerings aligns with your operating procedures and needs.