A purpose-built healthcare AI platform that automates the collection of data traditionally gathered via manual phone calls.
The Infinitus AI platform
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Infinitus automates the collection of data traditionally gathered by manual phone calls to payors and PBMs on behalf of healthcare providers.
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CASE STUDY
In today’s highly competitive market, patient access programs are being asked to do more of everything with less. At the same time, to get patients on therapy as quickly as possible, they must verify benefits faster, with greater accuracy, and with less manual support. As a result, the patient access program within one life sciences commercialization partner was in search of a way to streamline and scale their benefit verification process.By partnering with Infinitus, the patient access program gained an efficient, trusted, and scalable approach to handle calls to major medical insurance and pharmacy benefit managers (PBMs) on behalf of the programs they support.
“Our industry couldn’t keep doing it the way we had approached it in the past.”
Life sciences commercialization partner executive
One of the first steps in the patient access process is benefit verification, which enables the program to understand whether and how patients qualify for support. While benefit verifications occur year round, for some brands they skyrocket in January during reverification season.Historically, the program approached this annual period of confirming patients’ coverage changes just as many others in the industry do: by hiring additional, seasonal staff in the fall, training them through the winter, and getting them proficient by January. But there was growing intolerance within the organization for this legacy approach.“Our industry couldn’t keep doing it the way we had approached it in the past,” said one executive. “Patients on therapy in the fourth quarter will likely resume therapy in the new year, and their benefits have to be re-established in a very finite amount of time.”
“Working with Infinitus was akin to training one new employee to accomplish what used to be the work of many.”
Frustration with an inability to scale and issues with quality from seasonal staff work served as a catalyst, leading the program to Infinitus and its voice AI agents, which can automate calls to payors and PBMs with AI.
Infinitus voice AI agents are powered by a multi-model, multimodal AI system and an in-house knowledge graph that contains up-to-date intelligence on commercial and government payor rules and guidelines that have been gathered from the millions of phone calls completed by AI agents, plus access to EDI, payor APIs, and policy documents. The data Infinitus returns is over 95% accurate, significantly more accurate than manual callers’, and completed faster, too.
After several pilot programs, working directly with program leadership, and some refinement, Infinitus was able to automate both major medical insurance and PBM benefit investigations for multiple brands that the program supports.
That automation has helped the program navigate a challenging hiring market and empower employees to be more efficient.
Partnering with Infinitus helped the patient access program navigate a challenging hiring market and empower employees to be more efficient. In fact, Infinitus has taken on 212,415 tasks since the partnership’s inception, freeing up staff to complete other high-value work.
Working with Infinitus was akin to training one new employee to accomplish what used to be the work of many, according to one executive.
Learn more about the Infinitus solution for pharmaceutical patient support or see Infinitus AI agents in action now.
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