New Study Reveals Five Crucial Priorities Shaping The Future of Patient Services

Today’s guest post comes from Scott Genone, Chief Product Officer at CareMetx.

Scott shares key takaways from CareMetx’s recent survey of over 100 industry leaders. He outlines four trends that will define the future of patient services.

To view the full survey results, download The 2025 Patient Services Report: Provider Engagement is Make or Break for Success.

Read on for Scott’s insights.

New Study Reveals Five Crucial Priorities Shaping The Future of Patient Services
By Scott Genone, Chief Product Officer, CareMetx

The specialty pharmaceutical industry is currently experiencing rapid growth, largely fueled by groundbreaking therapies for complex and rare conditions. Biologics and biosimilars are central to this expansion. However, as these therapies make their way to market, addressing their access barriers and ensuring patient adherence have become critical factors for success.

CareMetx’s annual Patient Services Survey gathers insights from over 100 industry leaders to highlight the most pressing priorities in healthcare. It reveals shifting industry focus and the key concerns of decision-makers today.

This year’s survey highlights the growing role of advanced technology in transforming patient services. Nearly 80% of respondents emphasized the importance of tools like artificial intelligence (AI) and machine learning (ML) in streamlining processes such as benefit verification and prior authorizations.

The goal remains clear: to enhance the patient experience by reducing barriers to care. For example, AI-powered electronic medical benefit verification (MedeBV) delivers near-real-time decisions, helping hubs manage larger patient volumes with greater precision and fewer delays. This means patients start therapy faster and providers can focus more on care delivery.

Provider Engagement is another critical theme. Respondents highlighted the need to integrate patient services directly into providers’ workflows, such as through electronic medical records (EMRs) and practice management systems. By reducing administrative burdens and streamlining processes like enrollments and benefit verifications, hubs and manufacturers help healthcare professionals focus on what truly matters: patient care.

Personalization of patient services also emerged as a key trend. Seven in ten respondents identified tailored support throughout the patient journey as a primary business objective. Thanks to advanced analytics, hubs like CareMetx can now segment patients based on their unique needs, allowing for customized approaches to overcoming barriers like health literacy, financial constraints, and social determinants of health (SDoH). This balance of automation and human interaction is crucial to ensuring better engagement and adherence outcomes.

Top Takeaways: Charting a Path Forward

The 2025 Patient Services Report offers a clear picture of these interconnected priorities shaping the future of patient services.

1. Technology plays a pivotal role. AI, machine learning, and predictive analytics are essential for streamlining workflows, reducing time to therapy, and providing actionable insights that enhance the experience for both patients and providers. These innovations are no longer optional—they’re the foundation for meeting the growing demands of the healthcare ecosystem.
   
   
2. The provider experience is equally critical. By embedding patient services directly into providers’ workflows—such as through EMRs and practice management systems—hubs can significantly ease administrative burdens. This streamlined approach not only improves provider
   satisfaction but also speeds patient access to therapies, resulting in better health outcomes.
   
   
3. Personalization is a key pillar of the evolving landscape. As healthcare becomes more patient-centric, services must be tailored to address the unique challenges each individual faces. Programs that combine technology-driven segmentation with empathetic, human-centered support are better positioned to help patients overcome barriers and remain on their therapy journeys. Tailored engagement ensures that patients receive the assistance they need to enhance adherence and persistence.
   
   
4. There is a growing demand for comprehensive, end-to-end solutions. Manufacturers are increasingly seeking partners who can offer a full spectrum of patient services—from benefit verification and prior authorizations to adherence support and robust data analytics. The ability to adapt these programs throughout the product lifecycle—launch to maturity—is vital for sustained success.


5. Download the full report to learn more.
   

The 2025 Patient Services Report is not only a roadmap but also a call to action for manufacturers, hubs, and providers. By leveraging these insights, stakeholders can navigate the evolving healthcare landscape with confidence, driving exceptional patient and provider experiences while achieving better health outcomes.

To view survey responses and find more information, download the full 2025 Patient Services Report here.

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