Microsoft Teams , and had to quickly increase the capacity of our remote desktop servers . We changed all of our in-person meetings to virtual meetings , and even our sales team had to learn a different way of selling because many doctor ’ s offices only allowed patients and not visitors ."
By making these adaptations , Gagle says the company has experienced growth of 20 % throughout the pandemic , which he calls " remarkable ." In part , this is because
BioPlus was already equipped to handle the pandemic challenges due to the nature of how a speciality pharmacy operates . " We ' ve always been somewhat virtual . Speciality pharmacies manage very expensive drugs , and it takes a while for health plans to approve the treatment , so we store everything centrally , conduct patient consults over the phone and then ship the medication .
" From that standpoint , we haven ' t really changed our business model that much . Years ago we implemented Interactive Voice Response ( IVR ) technology which made it easier to onboard new patients and fulfil medication refills for existing patients . We also added what we called the digital ‘ Patient Journey ’ which provides a comprehensive patient management system that includes a web-based patient portal , emails , text messaging , and educational videos that support patients by providing information about both the patient ’ s condition and their therapy , including potential side effects and how to manage that challenge .
" Then we introduced our self-service ‘ 2 Click system ’ for patients to refill qualifying medications in a much easier and faster way , and in 2021 , we introduced multiple online forms of payments for patients ."
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