AffirmedRx’s patient care advocate model that turns pharmacist calls into compassion

For Greg Baker, CEO ConfirmedRxAdvocacy is responsibility. Their Patient Care Advocate (PCA) model reflects this belief by offering a unique way of thinking about pharmacy benefits that focuses on personal connection, proactive engagement and meaningful support for members.

AffirmedRx is a public benefit organization and pharmacy benefit manager (PBM) committed to transparency, integrity and improving the member experience. The company partners with employers and organizations to manage prescription drug benefits with a focus on transparency, access and accountability. The baker says.

At the heart of this approach is the PCA model, a relationship-based structure in which each attorney serves as a consistent point of contact for members. Whether it’s coordinating prior approvals, helping you find cost-effective options, or clarifying benefits details, your attorney remains involved until the issue is fully resolved. Baker’s notes.

Technology helps make this possible. The PCA platform integrates real-time claims visibility and data-driven alerts, enabling attorneys to determine when a member may need assistance before they even come to you. The baker says

This connection is often life-changing. Earlier this year, while talking to a member, an AffirmedRx supporter discovered that the member’s heart failure medication was a financial barrier. Realizing that delays could impact a member’s health, she immediately began looking for alternative access options. She found a patient assistance program through a manufacturer that could provide the drug free of charge, and coordinated the necessary documentation with both the prescriber and the patient. To ensure continuity of care, she also had the physician provide samples during the approval process. Within days, the member was enrolled in the program and received free medications until the end of the year.

says Megan Mullaney, vice president of client management at AffirmedRx.

AffirmedRx’s approach is based on consistency and compassion. Each attorney is trained as a community health professional, equipped with both clinical and interpersonal skills to support members in ways that go beyond coordinating pharmacy activities. Advocates help members access assistance programs, locate community health resources, and even understand practical steps to maintain adherence. The baker says.

The data highlights the value of this approach. According to Baker, AffirmedRx PCAs have placed more than 52,000 proactive calls this year, reaching members before small barriers turn into larger challenges. Baker emphasizes that these interactions are an intentional effort to anticipate needs, explain options, and build trust. The baker says.

This mindfulness can also benefit employers. By resolving pharmacy issues directly with members, PCAs help reduce the administrative burden that often falls on human resources or benefits teams. says Mullaney.

Side effects extend to overall well-being and continuity of care. Research has shown that when drug costs exceed $125a significant percentage of patients decide not to fill their prescriptions. The AffirmedRx PCA model fills this gap by identifying cost barriers early and finding alternative pathways or resources to keep members on their treatment plans. says Baker.

As a public benefit organization, AffirmedRx incorporates purpose at every level of its activities. The PCA program is an expression of this mission and is a combination of technology, empathy and accountability designed to serve both individuals and organizations. says Mullaney.

For Baker, this philosophy defines the future of pharmacy benefits management: one that moves forward through collaboration, transparency and compassion. The baker says.