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Account management focuses on building long-term mutually beneficial partnerships with key customers. Through in-depth research and assessment, best in class account managers find opportunities to drive value for their partners by identifying problems, offering creative solutions, and leveraging partnerships to move both organizations toward their strategic goals. The Brooks Groups' account management training program teaches AMs to enhance their critical thinking skills and identify the customer's challenges so that they can be recognized as part of the solution.
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Best in Class Account Management Customer Challenges & Business Processes To Enhance AMs Critical Thinking so They can be Recognized as Part of the Solution innovate | implement | impact
Operational / Business Challenges Customer Pressures: “ “Just not knowing really what medicine's going to be like in two to three years . . . Is it going to be true capitated risk groups? Is it going to be through ACOs? Is it going to be through medical homes? & then more concerning, is it going to be through hospital systems because every hospital is out there re-buying physicians & so we're going to have capitated physicians owned by hospitals for which the cost of care to us is going to go up dramatically. So we always talk about finances but I would say our biggest issue right now is just the whole financing of the medical system . . .” “Certainly keeping our administrative costs down to keep our medical loss ratio high enough to avoid having to pay rebates back to patients. That's certainly the challenge. I think managing drug spend, more specifically from pharmacy & in particular specialty pharmacy is a challenge given the variety of products & the extent of the pipeline.” “Financial is a big one, sustainability, Medicare compliance, CMS compliance, membership growth, & then technology. The specialty trend & the pharmacy trend is a big question right now . . . Each line of business has its own unique challenges. Medicare is compliance, it’s Star, & it’s grow the business. Medicaid is just about to go under financially. & commercial, continues to grow.” Membership growth (i.e., retention & acquisition of new members) Compliance with State & Federal regulations Meeting quarterly financial / performance goals Developing innovative & risk-based contracts with other healthcare stakeholders Managing the cost of specialty pharmaceuticals Developing partnerships / alliances with other healthcare stakeholders Improving patient adherence to Rx Therapy Improving coordination of care among providers Operationalizing insights from health outcomes data & studies Improving data management & IT capabilities
External Pressures: Best in Class Account Managers Should Demonstrate a Strong Knowledge of the Factors Driving U.S. Healthcare System Change • Increased Utilization of Excluded Drug Lists & Narrow Networks • ACA Funding & Potential Repeal of Individual Mandate • Pricing Pressure on Pharmaceuticals • Stakeholder Accountability in Healthcare Pricing & Affordability • Vertical Integration of Healthcare Stakeholders • Emphasis on Quality of Care & Quality Metrics • Value-Based Reimbursement • Medicaid Program Transformation • Potential Impact of Biosimilars • Population Health Management • Growth in Specialty & Rare Disease Treatments • Clinical Data Integration / Enhanced Health Information Exchange Capabilities / Registries • Proliferation of Accountable Care Organizations (ACOs) & Patient-Centered Medical Homes (PCMH) Source: IMS Research; Brooks Group
Best in Class Business Process for Account Managers AMs need to think through the Implications of the market drivers for their Customers & ascertain how they are or will respond. After looking through the lens of their customers, AMs need to conduct the same process for (Client). AMs that routinely do this show up with competence, confidence & demonstrate the attributes of a best in class AM. The following two slides illustrate a business process to help AMs model the professional ethos that customers are looking for… 4
Best in Class Business Process for Your Customer Your Customers Implications & Responses Patient & Providers Barrier to Access Pharmaceutical Pricing Transparency Mergers & Alliances Evolving Payment Systems Based on Value • Implications for Your Key Customers • Implications for Your Key Customers • Implications for Your Key Customers • Implications for Your Key Customers Response (How are they or how will they respond?) 1. 2. 3. Response (How are they or how will they respond?) 1. 2. 3. Response (How are they or how will they respond?) 1. 2. 3. Response (How are they or how will they respond?) 1. 2. 3.
Best in Class Business Process for (Client) Implications & Responses Patient & Providers Barrier to Access Pharmaceutical Pricing Transparency Mergers & Alliances Evolving Payment Systems Based on Value • Implications for You • Implications for You • Implications for You • Implications for You Response (How are/will you respond?) 1. 2. 3. Response (How are/will you respond?) 1. 2. 3. Response (How are/will you respond?) 1. 2. 3. Response (How are/will you respond?) 1. 2. 3.
Sources to Inform Your Critical Thinking • Atlantic Information Source – AIS.com • Fierce Health – FierceHealthPayer.com • Modern Healthcare – modernhealthcare@CrainAlerts.com • Kaiser Family Foundation – KFF.org • Federal Register – Federalregister.gov • Pharmaceutical Care Management Association (PCMA) – pcma@smartbrief.com • Academy of Managed Care Pharmacy – AMCP.org • America’s Health Insurance Plans – AHIP.org • The Centers for Medicare & Medicaid Services – CMS.gov • Centers for Disease Control & Prevention – CDC.gov • Community Health Needs Assessment (CHNA) from Robert Wood Johnson Foundation – rwjf.org • Institute for Clinical & Economic Review (ICER) – icer-review.org/blog • Morning Consult – morningconsult.com 7
