UltraTouch FAQ

Frequently Asked Questions 

• What is the Senderra Sales Force telling HCP offices?

  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.

• Who is the target audience in the HCP office?

  Biologic coordinators, nurses and medical assistants

• Is there an opportunity to co brand the SMS messages with manufacturer branding?

  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.

• Can you provide details of your Pilot?

  Senderra’s pilot launched mid-December with 101 pilot Dermatology and Rheumatology providers across all 50 states and our goal is to enroll 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.

• Please explain core vs enhanced and why it is different for the pilot?

  Senderra’s core process will include the QR code and enrollment 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 process.

• How do I Demo the program and its functionality?

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

• What happens after the onboarding process?

  The patient will receive a welcome message post-enrollment to allow them to save Senderra’s contact information, upload insurance cards, 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.

• Why a flat fee?

  Senderra conducted our own research and Fair Market Value through a third-party company 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.

• Will you provide detail of the fees?

  Yes, Senderra will provide a detail fee schedule of fees associated with each contact type.

• What other SP’s can I contract for Ultra Touch (or some other like program) with?

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

• How will changes to the enrollment form for the UltraTouch program be handled; will changes to the enrollment form require a new QR code?

  Changes will be handled on the backend and not impact the QR code.

• Will any other changes require QR code updates necessitating new materials?

  No, since the QR code is a core service by Senderra this will remain consistent. 

• If the manufacturer chooses to have enhanced services after the pilot, would the service fees be added to the maintenance fee per patient, or would they be a separate fee?

  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.

• How will adherence be reflected in the maintenance fee (i.e. if a patient is not adherent will the manufacturer be charged a maintenance fee)?

  The ongoing patient management fee is applicable to any active patient that receives a digital outreach during a given month, regardless of response. Senderra can customize additional adherence programs to the monthly delivery scheduling calls for those patients that we categorize as non-adherent.

• Will onboarding/maintenance fees apply to patients who go to bridge or are triaged to another pharmacy?

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

• Will you be displaying manufacturer specific data on patient from the pilot that went through UltraTouch, including conversion percentage?

  Yes, all data will be reported to the manufacturer and reviewed during our QBRs.

• How will the UltraTouch program integrate with the 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 roll out.

• Will you have a Spanish version of program material and notifications?

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

• How are your texts in the UltraTouch program different than a traditional text notification?

  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.

• What will happen with provider offices post pilot?

  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.

• Is the V 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 receptive have providers been to cards in the office?

  Pilot providers are very excited about this program. Some providers choose to use a 5x7 laminated card while others choose to use a frame with the QR code for enrollment.

• What about patients that cannot be filled at your pharmacy?

  Senderra is only able to fill 1 out of every 4 prescriptions due to payor mandates. All patients benefit from this program as they are still eligible to be onboarded and receive enhanced notifications.

• Estimate how many patients will be enrolled at the end of February?

  Estimate how many patients will be enrolled at the end of February?

• Will Senderra be ready to contract at Asembia? (Early May 2023)

  Yes, Senderra should be ready to contract by Asembia.

• Fair Market Value due diligence

  Senderra has conducted our FMV with two separate third party vendors. All outreaches include a set fee which falls under the bundled pricing.

• How do we take enhanced programs and modify Ultratouch to support them?

  Senderra can fully customize programs within UltraTouch. No task is too big.