The problem with one-size-fits-all
For years, manufacturers have been told there are two paths for patient support programs (PSPs): keep everything in-house or fully outsource to a hub provider. Both models have advantages, but both also have limitations.
- Fully outsourced: convenient, but often means ceding too much control over patient and provider experience.
- In-house only: preserves control, but requires significant investment in staffing, technology, and compliance infrastructure.
The truth is, patient services can’t be reduced to a binary choice. Each brand, therapy, and patient journey is unique. That’s where hybrid and insourced models shine.
Why hybrid works better
Hybrid models give manufacturers flexibility to design PSPs that fit their strategy rather than conforming to someone else’s playbook. Done well, they deliver:
- Control where it matters most — Manufacturers keep oversight of patient experience, data, and compliance.
- Expertise on demand — External partners handle specialized functions like benefit investigations, appeals, or PAP administration.
- Scalability — Programs can expand or contract with market needs, lifecycle stage, or patient volume.
- Efficiency — Redundant workflows are eliminated, and resources are aligned to value, not volume.
The role of technology
Technology is the backbone of any modern hybrid model. With HealthPACER®, eMAX Health Patient Services integrates intake, reimbursement, PAP calculation, and patient engagement into one seamless flow. This keeps manufacturers in the driver’s seat and still allows hybrid programs to operate with the same speed and audit-readiness as fully outsourced models.
Automated benefit verification and ePA accelerate time-to-therapy.
- PAP Calculator expands funding strategies beyond free goods.
- FRM dashboards give field teams real-time visibility into territory performance.
- Configurable workflows adapt to each brand’s needs.
People still matter
A hybrid program isn’t just tech. It’s also built on experienced case managers, reimbursement specialists, and clinical staff who guide patients through the complexity of access and affordability. The team at eMAX Health Patient Services partners with manufacturers to align technology with human expertise ensuring flexibility never comes at the cost of patient experience.
Your hub, your rules
Hybrid and insourced models are about freedom: freedom to keep control, freedom to scale, and freedom to design around your therapy. Instead of defaulting to rigid structures, manufacturers can choose a partner who builds around their goals.
We’re here to help you design a model that’s flexible, compliant, and future-ready.
Ready to pivot from rigid to flexible? Let’s map your model. Send us an email info@emaxhealthps.net