Optimizing Use Of Field Reimbursement Managers (FRMs)

While securing timely and affordable access to care and treatment is a top priority in healthcare, the increasing number of strict controls put in place by payers to control spending on costly therapies and the difficulty of navigating coverage complexities can be a time consuming and challenging task. Field Reimbursement Managers (FRMs) are a key resource to help providers secure timely access to treatments for patients and timely and appropriate reimbursement for therapies that the practice must purchase.

Given the critical nature of their role, it is important for manufacturers to understand how well these FRMs are meeting the needs of their customers. Measuring an FRM team’s progress against new & evolving FRM engagement; the general level of satisfaction regarding FRMs; the awareness of, and perceived value of, the services/resources offered by the FRM team; and customer satisfaction scores is crucial for identifying opportunities for improvement and refining FRM relationships.

One pharma manufacturer approached EVERSANA to help them evaluate the utilization and effectiveness of their FRMs by medical practice staff. Examine how FRM satisfaction research can monitor customer needs for, and satisfaction with, the services and resources provided by FRMs to help optimize timely access to therapies.