Ionis Pharmaceuticals is an innovative, ambitious organization that is rapidly launching RNA-targeted medicines to transform outcomes for patients across neurology, cardiology and select areas of unmet needs. With two launches in the last 12 months, their Patient Services organization, and Patient Education Manager (PEM) role specifically, play a critical role in achieving its mission, running and optimizing critical services that help patients start and stay on therapy.

Ionis has utilized their product launches to innovate new models and develop highly specialized patient-facing roles. The company has invested in a robust client education program that includes highly qualified nurse educators that travel to meet patients and provide in-person injection training support. The PEM team is also responsible for sharing Patient Navigator resources to qualified patients, a unique and valuable role that provides social work-type support to patients on therapy.

Ionis exemplifies patient experience innovation by seamlessly connecting data and insights to deliver the right service, at the right time, through each patient’s preferred channel. By automating manual processes—such as community connection events, emails, and customer surveys—and leveraging innovative platforms like Courier Health, Ionis Patient Experience Managers (PEMs) can focus on meaningful, high-quality interactions that streamline access to therapy and strengthen relationships with patients and providers.