UltraTouch FAQ

Frequently Asked Questions 

• Can you provide details of your Pilot UT Program?

  Senderra’s pilot launched mid-December with 334 pilot Dermatology and Rheumatology providers across all 50 states and our goal is to enroll up to 1000 patients through the pilot program. We will measure various outcomes at the end of the pilot which includes but is not limited to abandonment rates, opt-in rates, program adoption rates, adherence and time to first fill.

• What are the fees associated with UltraTouch?

  There is a one-time patient fee per therapy. Senderra conducted our own research and Fair Market Value through two third-party vendors for the UltraTouch program. Through this analysis, we have found the simplest way to bill and report on the UltraTouch program to be a bundled fee. Our fee schedule will break down the bundled fee so the manufacturer has a clear understanding of exactly what each contact type costs. In addition, Senderra can also continue the patient journey through the maintenance program which is assessed as a per member per month fee which allows a 100% digital refill experience for our patients.

• Do these onboarding fees apply to patients who are transferred to another pharmacy?

  Transfer patients are still eligible to receive onboarding support and notifications/schedule calls throughout their journey up through 1st dispense or transfer to another pharmacy. Maintenance fees will not be applicable for transfer patients.

• Please explain core vs enhanced.

  Senderra’s core process will include the QR code, enrollment and contact card download only. Enhanced features of the program will include any touch point post-enrollment including the welcome message, missing information inquiries, various status updates with the ability to pre-schedule a phone call, first delivery scheduler and ongoing patient management. While our pilot includes both core and enhanced, at the end of the pilot we will conclude the enhanced portion and only continue with the core processes.

• Is the QR code product specific or just for general enrollment into the system?

  The QR code is a general enrollment into Senderra’s system and is considered a core service.

• What happens after the patient enrolls in UltraTouch?

  The patient will receive a welcome message post-enrollment to allow them to upload insurance cards, provide additional information such as language preference and pre-schedule a welcome call. After this message, there are various other outreaches, from missing information requests to status notifications and first delivery set-up. Then ongoing patient management through our digital refill process.

• How is Senderra’s sales force communicating with HCP offices & what with happen in these offices post-pilot?

  Senderra’s sales force have pre-selected offices to onboard through this pilot by explaining the program in detail as well as providing a demo of the program to show the simplicity of enrolling. In addition, our sales force is hand-delivering printed materials to the office, including a laminated or framed QR code for the patient to scan at the end of the appointment along with a patient takeaway so they understand the next steps. Our primary message to HCP’s is that this program will help to mitigate two of our primary reasons for abandonment, contacting the patient and gathering insurance information. Our target audience within the HCP offices include Biologic coordinators, nurses and medical assistants. Post pilot and as a core service, providers will still be able to onboard patients through the QR code enrollment with no change to their current process. At the end of the pilot, patients will no longer receive enhanced notifications unless their current therapy is covered as a part of a fee-for-service program through the manufacturer but they will be able to enroll.

• How receptive have providers been to the UltraTouch program?

  Pilot providers are very excited about this program. In fact, we went from 100 to over 300 providers because so many wanted to be apart of this breakthrough technology. We will assist the providers with their best set up including the choice between a 5x7 laminated card or a frame with the QR code for easy patient enrollment.

• How are the UltraTouch SMS different than a traditional SMS & are they generic?

  Most texts are simply informational in nature or only handle a simple reply if it is 2-way. Our texts are very versatile with the ability to retrieve much more complex data such as a clinical assessment, an event schedule such as a call on a specific date and time, patient responses can be directed to the appropriate staff member to ensure a speedy response, etc. The messaging will be generic until after the patient completes the verification prompt.

• Is there an opportunity to co-brand messaging & add additional enhanced services post pilot & if so, is there an additional fee associated with this?

  Yes, after our initial launch we will move to Phase II of the program rollout which includes the ability to customize and co-brand UltraTouch. Senderra can also fully customize programs within UltraTouch. No task is too big. Any enhanced service to occur in addition to our phase I program (inclusive of welcome message through 1st delivery) would require customization specific to the manufacturer and would have an additional enhanced fee based on Fair Market Value. Senderra plans to be ready for Phase II program customization by the latter part of 2023.

• Will there ever be a need to update a QR code?

  All changes will be handled on the backend through development work and there will never be a need to update the actual QR code itself since it’s a core service offered by Senderra.

• How do you avoid patient duplication if patients are already Senderra patients or in your physician portal?

  Senderra has developed an internal automated process to mitigate this issue. If a patient is a current patient or if the patient was enrolled through the doctor portal, the patient will automatically roll into their current profile.

• How will the UltraTouch program integrate with HUB enrollment? What should be expected on warm transfers or HUB engagement?

  Senderra will still perform the welcome call live via phone call so HUB warm transfer activity will continue as it does today. Senderra will be able to customize HUB enrollment (e.g. custom link to patient to enroll) as part of our phase II rollout.

• Will you have a Spanish version of the UltraTouch program?

  Yes, Senderra is currently working on our Spanish program build.

• What other SP’s can I contract for UltraTouch with?

  Senderra is currently first to market with this customized automated program as it’s built out today.

• Is the Vcard (Senderra’s contact card) loaded automatically?

  Yes, when the patient chooses to download the vcard, it automatically pulls up with the name/phone numbers filled in so all they have to do is click save.

• How do I Demo the UltraTouch program and it’s functionality?

  Please contact Kristin Dunn, Kristin.dunn@senderrarx.com, for further information on how to demo the program.