Using Technology To Enhance Patient Support Programs
April 22, 2024
A passion for efficiency drives Michelle Willem to optimize processes
Michelle Willem thought she would become a pharma sales rep, but fate had other plans for her. Or maybe it wasn’t fate: as soon as she began working as a patient support provider (PSP) administrator, she realized that “my passion lies in streamlining processes.”
In her current role as Director, Specialty Operations at SRx Health Solutions, Michelle’s responsibilities include leading digital strategy, overseeing the Specialty Operations team, and managing product launches and operational changes. Never satisfied with the status quo, she constantly looks for “opportunities to optimize PSP processes, which includes automating certain components, while ensuring the best possible patient and prescriber experience.”
To this end, Michelle recently led the design and development of the PSP Sync platform, which allows different service providers to communicate about patients on a secure portal. “The system facilitates continuous care for patients, while also preserving their privacy,” she says. “It also supports the flow of information to manufacturers, who rely heavily on PSP data.”
When pressed to explain her success, Willem cites her “inquisitive nature” as a key factor. “Sometimes, asking a simple question unlocks a huge potential to optimize a process.”