In this Voices interview, our Vice President of Client Services Patrick Leary sits down with Hospice News to discuss how Enclara’s technology and mail-order pharmacy options have helped hospice and palliative care facilities maintain a standard of excellence throughout the pandemic.
Hospice News: What career experiences do you most draw from in your work today?
Patrick Leary: The experience I draw the most from is sharing best practices. After more than 20 years in health care, I have done everything from pharmaceutical and post-acute to PBM (pharmacy benefit management). For the last eight years, I’ve specifically focused on hospice. In hospice, leadership and the staff are resilient problem-solvers. Many times, they think outside the box to get things done.
The role of account management is to listen, learn and leverage what clients are already doing well with the best practices Enclara has developed to deliver a high-quality hospice experience for patients and their families.
All companies strive to facilitate great client experiences, but Enclara has made it a focal point for its day-to-day operations. What does “client experience” mean to Enclara?
Leary: The client experience for us really starts with the patient and ensuring access to hospice-critical medications, either through our mail-order program or in partnership with local pharmacies. Then it’s the nurses, finding ways to make their lives easier through technology and responsive customer service, so that they can focus on patient care. Our ability to streamline processes — everything from admission and profiling meds to completing drug utilization reviews and delivering medications — makes life easy for our partners and better for their patients.