Manufacturer brand and market access teams
Fund the program, set its rules and need aggregate reporting on access barriers without seeing more patient detail than the program design allows.
Healthcare / Patient Support Services
Patient support services software for pharma and specialty pharmacy
Patients wait for therapy while hub teams chase faxes, benefit checks and prior authorizations across disconnected tools. Agnotic Technologies builds patient support program software that moves each case from enrollment to first fill, and sends every reported adverse event to your safety team on time.
Enrollment
Consent captured first
X12 270/271
Benefits checks
Safety
Adverse event hand-off
Trusted by global innovators
Industry Overview
What are patient support services?
Patient support services are the hub programs a drug manufacturer funds to help patients start and stay on therapy: enrollment and consent, benefits investigation, prior authorization help, copay assistance, nurse education and adherence calls. Agnotic Technologies builds the software behind these programs, from case records and payer checks to adverse event hand-off.
Who it is for
Who runs a patient support program?
Several teams share one patient's case. The software has to give each of them the view and permissions they need, and no more.
Hub service providers
Run the case work day to day: intake, benefits investigation, prior authorization follow-up and outreach calls, often for several brands at once.
Specialty pharmacies
Receive triaged referrals, confirm benefits, dispense and report ship and refill status back to the hub.
Nurse educators and field reimbursement teams
Train patients on administration, support prescriber offices with coverage questions and log every contact in the case record.
Industry Challenges
Where do patient support programs break down?
Most hub problems are hand-off problems. These are the failure points we look for first when we review an existing program.
Consent arrives on a faxed form and is keyed in days later, so outreach and data sharing start before the authorization is on file.
Benefits investigation results are typed into free text, so nobody can report which plans or benefit types cause delays.
Prior authorization status lives in spreadsheets, and the hub and the prescriber's office disagree on what was sent and when.
An adverse event mentioned on an adherence call is noted but not flagged, so the safety team hears about it late.
Copay program eligibility is checked once at enrollment and never again when the patient's coverage changes.
Specialty pharmacy referrals go out before benefits are confirmed, so the prescription waits in a queue.
Our Approach
How should a manufacturer approach patient support software?
Three decisions on the scoping call shape the build. We make them with your privacy, safety and market access leads in the room.
Map who holds which data
Decide which parties are HIPAA covered entities, which act as business associates, and which data flows need a patient authorization. We build to the model your privacy counsel sets.
Put consent before outreach
No call, text or data share starts until the right authorization and program consent are on file, and the software enforces that rule instead of relying on training.
Treat safety reporting as a core feature
Every contact screen offers an adverse event flag, and every flagged event reaches your pharmacovigilance intake with the time of first receipt attached.
Capabilities
What do we build for patient support services?
How to build patient support services that hold up in daily use: modules that follow the case journey, built for your program and connected to the systems your partners already run.
Digital enrollment and e-consent
Web and mobile enrollment forms for prescribers and patients, with electronic signature, identity checks and the HIPAA authorization stored against the case.
Case management workspace
One case record per patient and therapy, with tasks, due dates, call notes and role-based views for hub agents, nurses and supervisors.
Benefits investigation tools
Electronic eligibility checks where payers support them, structured capture where they don't, and coverage results stored as data, not free text.
Prior authorization tracker
Status, documents and payer references for each request and appeal, shared with the prescriber's office so both sides see the same timeline.
Copay and affordability engine
Program rules in versioned configuration, eligibility screening and re-checks when coverage changes, with each decision recorded.
Adherence outreach
Refill reminders and nurse check-ins by call, SMS or app, sent only to patients whose consent covers that channel.
Adverse event intake
A flag on every contact screen, a minimum data form, routing to your safety team and reconciliation reports between the hub and the safety database.
Program reporting
Aggregate dashboards on time to therapy and access barriers for brand teams, built from data the program design lets them see.
How It Works
How does an adverse event reach the safety team?
Adverse events surface on enrollment calls, adherence calls and nurse visits. This is the path we build so none of them stalls in a call note.
Detect on any contact
Agents and nurses see an adverse event and product complaint flag on every contact screen, and call scripts prompt the question at set points.
01
1
Capture the minimum data
A short form records the reporter, the patient, the product and the event, and stamps the time the hub first received it.
02
2
Route to pharmacovigilance
The case is sent to the manufacturer's safety intake through the agreed channel, such as a secure API, an SFTP drop or the safety team's portal.
03
3
Follow up
Follow-up questions from the safety team come back to the hub as tasks, and every answer is linked to the original report.
04
4
Reconcile and audit
Scheduled reconciliation compares hub reports with safety database receipts, and an audit log shows who saw and sent each report.
05
5
Engineering Stack
Systems and standards behind a hub program
Chosen to fit your safety database, your hub partners and the payers your patients use.
Payer and pharmacy
X12 270/271 eligibilityX12 278 prior authorizationNCPDP SCRIPT electronic prior authorizationSpecialty pharmacy referral interfaces
Clinical
HL7 FHIR R4SMART on FHIR enrollment launchHL7 v2 where prescribers use itFax and document intake with OCR
Engagement
Telephony and call recording controlsSMS and email with consent checksElectronic signaturePatient mobile app
Platform and security
Role-based access and SSOEncryption in transit and at restAudit loggingPostgreSQL and cloud hosting under a BAA
Case journey
What happens at each stage of a hub case?
This is the case map we use on scoping calls. Each stage has its own data, its own owner and its own hand-off, and the software has to track all three.
| Stage | What the hub does | Data the software captures | Hand-off |
|---|---|---|---|
| Enrollment and consent | Receives the enrollment form, confirms the patient and prescriber, records consent | Signed HIPAA authorization, program terms, prescriber and patient details | Case opens for benefits investigation |
| Benefits investigation | Confirms coverage and whether the drug falls under the pharmacy or medical benefit | Eligibility response, plan details, coverage notes | Prior authorization or affordability path |
| Prior authorization support | Helps the prescriber's office assemble, submit and track the request and any appeal | Status, payer reference, documents sent, denial reasons | Prescriber office and specialty pharmacy |
| Copay and affordability | Screens for copay support, foundation referral or a free drug program | Eligibility answers, program rules version, enrollment status | Pharmacy claim and program administrator |
| Specialty pharmacy triage | Routes the prescription to an in-network specialty pharmacy | Network match, referral record, ship confirmation | Dispensing pharmacy |
| Nurse education and adherence | Runs onboarding and training calls, refill reminders and check-ins | Call notes, refill dates, patient-reported issues | Nurse escalation or safety team |
| Adverse event capture | Flags any adverse event or product complaint raised on any contact | Reporter, patient, product, event and first receipt time | Manufacturer pharmacovigilance intake |
Measured Impact
What should a patient support program measure?
Measures we build dashboards around and review with your market access and safety leads.
Time to therapy
Enrollment to first fill
How long patients wait at each stage, and which stage holds them longest.
Access barriers
Why cases stall
Denials, missing documents and benefit types that slow cases, by plan and region.
Drop-off
Where patients leave
The stage where patients stop responding or abandon therapy.
Reconciliation
Safety reports matched
Hub adverse event reports matched against safety database receipts.
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Use Cases
Where do programs start?
Common first releases, each scoped to one brand or one stage of the case journey.
01
Digital enrollment
Replacing faxed enrollment forms with e-forms and electronic signature.
02
Benefits investigation automation
Electronic eligibility checks with structured results for one brand's payer mix.
03
Prior authorization tracker
A shared status view for hub agents and prescriber offices.
04
Copay program enrollment
Eligibility screening and enrollment with program rules held as configuration.
05
Nurse educator scheduling
Booking and logging onboarding and injection training visits.
06
Adverse event reconciliation
Matching hub reports with safety database receipts every day.
Integrations
Which systems does hub software connect to?
The systems a patient support program reads from and writes to.
Dispensing
Specialty pharmacies
Eligibility and prior authorization
Payers and clearinghouses
Enrollment
Prescriber EHRs (Epic, Oracle Health (Cerner), others)
Pharmacovigilance
Safety database
Outreach
CRM and contact center
Affordability
Copay program administrator
Compliance-First Development Services Backed by Global Standards
We build secure, scalable products designed for privacy, interoperability, and regulatory readiness from day one across every sector we serve.
Health Insurance Portability and Accountability Act
Protect PHI with privacy-first architecture, encrypted storage and transmission, and strict access controls.
Fast Healthcare Interoperability Resources
Enabling standardized health data exchange through standards-based API mappings.
Our Edge
Why Global Leaders Choose Us
We combine deep technical expertise with industry-specific knowledge to deliver solutions that aren't just functional, but transformational.
Enterprise-Grade Security
We implement rigorous security protocols and compliance standards (HIPAA, GDPR, SOC2) across all industrial solutions to protect sensitive data.
High-Performance Scaling
Our architectures are built to handle massive data loads and user bases, keeping performance steady whether you're serving ten or ten million.
Accelerated Time-to-Market
Using our suite of internal tools and proven frameworks, we reduce development cycles and get your product to market 40% faster.
Embedded AI Integration
Beyond simple wrappers, we build deep-learning integrations and predictive analytics directly into the core of your industry-specific workflows.
Engagement Model
How does an engagement work?
We start with one brand or one stage of the case journey. Timing depends on scope; we agree a fixed first release on the scoping call.
01
Scoping call
We map the case journey, the parties, the data flows and the first stage to rebuild.
02
Privacy and safety design
Consent model, authorization text handling, access roles and the adverse event route are agreed with your counsel and safety team.
03
Fixed-scope first release
One stage, such as enrollment or benefits investigation, working end to end with audit logging.
04
Program rollout
More stages, brands and partner interfaces added on the same case platform.
05
Support
Program rule changes, payer interface updates and reconciliation monitoring under agreed change control.
Facts and sources
Rules behind patient support software
Short facts we design around, each linked to its primary source.
The holder of an approved drug application must report each adverse drug experience that is both serious and unexpected to FDA as soon as possible, and no later than 15 calendar days from first receiving the information.
Source: 21 CFR 314.80(c)(1) (eCFR)FDA requires drug applicants to promptly review adverse drug experience information from any source, including information derived from commercial marketing experience.
Source: 21 CFR 314.80(b) (eCFR)For licensed biological products, the applicant must report each serious and unexpected adverse experience to FDA as a 15-day Alert report, no later than 15 calendar days from initial receipt of the information.
Source: 21 CFR 600.80(c)(1) (eCFR)A HIPAA covered entity must obtain the patient's authorization for any use or disclosure of protected health information for marketing, and the authorization must say so when a third party pays the covered entity for the communication.
Source: 45 CFR 164.508(a)(3) (eCFR)A valid HIPAA authorization must describe the information, name who may disclose and receive it, state each purpose, give an expiration date or event, and carry the individual's signature and date.
Source: 45 CFR 164.508(c)(1) (eCFR)
Voice of success
We don't just build products; we forge lasting partnerships. See how we've helped industry leaders transform their vision into technical reality.
“I can clearly see how Agnotic has a unique way of handling end-to-end development. They are always active on quick chat and provide support quickly.”
Aaron Phelan
Founder, Benchmark
“Agnotic combines deep technical expertise with strong domain knowledge. They understand the business context, anticipate challenges, and make collaboration smooth and effective.”
John Pasmore
Founder, Latimer
“Agnotic is the best technical team we evaluated. Their engineering excellence made our work dramatically easier and allowed us to stay focused on what matters most for maternal care outcomes. They took full ownership of the technical execution, and we are always happy to continue working together.”
Kim Smith
Founder, My Lauren
Related pages
Related pharma and pharmacy services
This page covers hub program software. These pages cover the wider pharma and pharmacy work around it.
Pharmaceutical software development
Software for drug manufacturers across commercial, medical and regulatory teams.
Pharmacy management software
Dispensing, inventory and claims software for retail and specialty pharmacies.
X12 EDI integration
Eligibility, prior authorization and claims transactions with payers and clearinghouses.
Patient onboarding software
Digital intake and onboarding flows that capture identity and consent up front.
HIPAA requirements for software teams
The safeguards we build into every system that handles patient data.
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Cross-Industry Reach
The Same Engineering Patterns, Across Other Industries
The technical patterns behind this platform translate naturally into adjacent verticals.
Frequently Asked Questions
The number of case stages in scope, the payer and pharmacy interfaces, the safety database connection, the channels used for outreach and how many brands share the platform. We explain these drivers on the scoping call instead of quoting a fixed price.
It depends on scope: the stages, partners and interfaces involved. We agree a fixed first release, usually one stage of the case journey for one brand, on the scoping call.
HIPAA compliance depends on how the program is run as well as on the software. We build HIPAA-ready software: role-based access, encryption, audit logs, consent checks before outreach and authorization records that hold the elements HIPAA requires. Agnotic signs a business associate agreement before PHI is shared.
Every contact screen offers an adverse event flag. A short form captures the reporter, patient, product and event with the time of first receipt, and the report goes straight to the manufacturer's safety intake. FDA's 15-day alert reporting clock is why that time stamp matters.
Yes. We build interfaces to specialty pharmacy referral systems, payer eligibility and prior authorization transactions, and your safety database or its intake channel, agreed with each partner's technical team.
Yes. Patient support services for startups and first launches often begin with digital enrollment, benefits investigation and adverse event intake for one product, then add copay and adherence features as the program grows.
No. Agnotic Technologies is a software development services company. We build and support the software; your team or your hub service provider runs the program and talks to patients.
Industries