Coordinating Biologic Access in Telehealth Workflows

Nov 3, 2025

Coordinating Biologic Access in Telehealth Workflows

By Brianna Pepin

As telehealth becomes more embedded in our specialty care practices, biologic coordinators must adapt to a virtual-first model while continuing to provide timely, effective support. Whether your practice is fully virtual or using a hybrid approach, the shift to telehealth presents both challenges and opportunities for patient access to biologics. In this blog, we’ll walk through how to streamline coordination workflows in a telehealth environment.

Make the Most of Virtual Visits

Virtual visits can still be impactful when a clear access workflow is in place. Ahead of the visit, coordinators can prepare a patient intake form that screens for insurance coverage, prior biologic use, and financial needs. This information equips the provider with everything they need to make an informed treatment decision during the telehealth visit. After the appointment, the coordinator can jump in immediately with benefits verification, authorization submission, and patient follow-up.

If your EMR allows it, consider creating templated smart phrases or checklists that prompt providers to order necessary labs, select diagnoses, and refer the patient to the coordinator directly after a biologic is prescribed. The more we can simplify the provider’s tasks, the faster we can initiate access steps.

Optimize e-Signature and Document Collection

One common telehealth barrier is getting required paperwork from patients—especially for programs requiring income verification or patient signatures. Invest in a secure, HIPAA-compliant e-signature tool if possible. If your organization uses MyChart or another patient portal, create instructions for patients to upload photos of their insurance cards, completed enrollment forms, or income documentation. If patients aren’t tech-savvy, consider designating a team member to walk them through it.

Another tip: If the biologic manufacturer provides a digital enrollment form, use it. This is often the fastest route to get patients enrolled in HUB support or financial assistance, especially when paper documents would delay access.

Leverage HUBs for Remote Support

HUB services are built to support coordinators—and they’re especially helpful when working remotely. Most HUBs will perform benefits investigations, reach out to patients for missing information, and even conduct welcome calls to explain support services. Coordinators who partner effectively with HUB programs can offload several administrative steps while still remaining the patient’s primary point of contact.

Establish a communication cadence with your local field reimbursement manager. They may be able to alert you to delays, missing documents, or new digital tools that improve turnaround times.

Communication is Key

When care is virtual, communication gaps can grow. Make it a habit to check in with patients by secure message, phone call, or text to keep them updated on their prescription status, what’s needed from them, and what to expect next. You can even automate these check-ins with smart phrases or templates, reducing manual effort but still keeping patients informed.

Virtual workflows don’t mean patients feel less supported—it just takes more proactive communication from us as coordinators to ensure they feel connected.

Set Expectations with Providers

Let your providers know what information you need from the visit note, and which diagnoses, orders, or justifications are essential for a clean prior authorization submission. Providers are busy, and may not be aware of how virtual care impacts the downstream access process. Coordinators who advocate for built-in processes—like a virtual biologic order set or note template—make the entire team more efficient.

Summary

Telehealth isn’t going anywhere, and neither is our role as the linchpin of biologic access. With thoughtful preparation, efficient communication, and a few tech tools, biologic coordinators can thrive in a virtual care model. Our ability to adapt and lead in this evolving space ensures that patients continue to access life-changing treatments—regardless of how their care is delivered.

💡 Want more dermatology and patient access insights? Subscribe to the BC Insider Newsletter for expert tips and resources! 🚀

At BC Educators, we are dedicated to empowering biologic coordinators, healthcare professionals, and patient advocates with the education, tools, and resources needed to optimize patient care. From expert-led webinars to hands-on training, we provide comprehensive support to help you navigate the ever-evolving landscape of specialty medications and prior authorizations.