Field Notes is a new series of quarterly spotlights sharing what's working for FRM and Patient Services teams using Courier Health. Customer details have been anonymized.

A survey of 170+ commercial leaders across 80+ biopharma companies found that 58% are unable to access, connect, analyze, and act upon data in their day-to-day operations. For one biopharma FRM team, that data gap was directly delaying patient starts, so they partnered with Courier Health to fix it.

The Challenge: Plenty of Data, Not Enough Visibility

The internal FRM team supports a neurology treatment with a REMS requirement, which means both patients and providers must be certified before the drug can be dispensed. Managing a complex path to therapy without a unified system was stretching the team thin.

Critical patient information was scattered across nine different data sources — HUB data, specialty pharmacy records, REMS information, and more — and accessible only by toggling between portals and spreadsheets. FRMs were spending roughly half their time hunting down information instead of acting on it, slowing follow-up and delaying patient starts.

The Solution: One Place to See the Full Picture

The team selected Courier Health to provide a central system for their FRM workflows. Courier Health ingests data from all nine sources, providing a full view of the patient journey, so FRMs can spend less time finding information and more time helping patients move forward.

Key capabilities making a difference:

• ‍AI Summaries bring critical patient information to the top of each profile, so FRMs don't have to comb through details and history to get up to speed.‍
• Patient Pulse Reports give prescribers secure, HIPAA-compliant visibility into their patients' status with reports that update in real-time.‍
• Automated Next Best Actions surface potential delays before they create access barriers, helping FRMs step in at the right moment.

The Results: Patients Starting Therapy Weeks Sooner

Since going live in early 2025, the impact has been significant:

• 57% reduction in time-to-therapy, from 7 weeks to 4 ‍
• 6% higher patient starts for prescribers getting Patient Pulse Reports
• 1 platform for 9 data sources, replacing multiple portals and spreadsheets

For a REMS product with a complex prior authorization process, helping patients start therapy four weeks sooner is both an operational win and a meaningful difference in patient lives.

“You guys have been tremendous partners. You have done something that we as patient services organizations look for. You’re like the Grand Central, providing the one stop shop for everything we need.” - VP of Patient Services

What This Means for Your Team

When FRMs spend less time navigating tools and more time supporting patients, the results show up in ways that matter: faster starts, better provider relationships, and a program that runs efficiently and effectively.

If your team is navigating similar challenges, let’s discuss how Courier Health can help.