AI and Efficiency in Patient Services: by Mary Lynn Kelley, MBA, President of eMAX Health Patient Services
Over the past decade, the pharmaceutical industry has made significant investments in patient support, building programs, platforms, and infrastructure intended to improve access.
Instead of streamlining care, many models have added more layers. The result is slower time-to-therapy, higher administrative costs, and workflows that burden the very people they’re meant to help.
At eMAX Health Patient Services, we believe the bar should be higher. Efficiency means building systems that actually make the process easier for patients, providers, and manufacturers.
It’s time to rethink what you expect from your tech:
▪️ Workflow design should reduce friction, not add to it.
▪️ Automation should speed time-to-therapy, not just replace staff.
▪️ AI should augment human care, not strip it away.
▪️ Platforms should adapt and grow with your brand.
Too many support models treat tech as a checkbox.
We see it as a lever for transformation.
Are your systems delivering on the promise of access, affordability, and adherence?
Or are they just adding layers?
Let’s set a new standard.