Building Collaborative Ecosystems for Scalable AI-Enabled Hub Programs

In today’s complex patient-access landscape, one of the biggest operational challenges facing pharmaceutical companies is how to create seamless, patient-centric experiences across the hub, field, specialty pharmacy and advocacy ecosystems. At Hub & Specialty Pharmacy Models East (Hub East), part of Access USA, this challenge is front and center with a strong focus on how AI and digital transformation, alongside cross-stakeholder collaboration, can be harnessed to drive real impact.

The Need to Break Down Silos

Many hub programs suffer from misalignment among key stakeholders – manufacturers, field reimbursement managers (FRMs), specialty pharmacies (SPs) and patient advocacy groups. This misalignment can create friction, duplicative touchpoints and even poor patient experiences.

At Hub East, multiple sessions directly address this issue:

• On Day 2, a session titled “Pharmacy as Partner – Unlocking Patient Engagement at the Point of Dispensing” explores how hub teams and specialty pharmacies can co-design “hub-lite” solutions to drive more meaningful interaction and greater patient engagement.

• Another key conversation centers on insourcing innovation, evaluating the move toward internal or hybrid hub operating models to gain more control over patient workflows and collaboration.

• Other relevant session: Aligning Patient Support Services with Gross-to-Net Strategy – Enhancing Access Without Eroding Profitability

These discussions reflect a broader theme: ecosystem thinking. For a hub to succeed, it can’t operate in isolation, it needs to be part of a network where trust, transparency and aligned incentives are baked in.

Building Scalable Data-Driven Hub Infrastructure

Digital transformation in the hub space requires more than just flashy tools, it requires robust data infrastructure, strong governance and cross-functional alignment. Several sessions at Hub East explore this in detail:

• “Mastering the Data Maze – Building Infrastructure for Accuracy and Operational Excellence” (Day 2) focuses on data integrity, governance and how to build a data ecosystem that bridges specialty pharmacies, internal teams and vendors.

• Later that day, “Transforming Patient Journeys – Harnessing Hub Data for Personalized Experiences” shifts to the application of that data: how to use insights to identify critical patient touchpoints and deliver tailored interventions.

Through both, hub leaders are being equipped to scale their programs not just administratively but with a real strategic vision, driving better outcomes, minimizing friction and dynamically adjusting as needs evolve.

Aligning Strategy, Launch and Cross-Functional Teams

Successful hub programs don’t start at launch day; they’re born of early-stage alignment and strong internal collaboration. Hub East reflects this in multiple agenda points:

• A pre-conference workshop “Orchestrating the Pre-Launch Symphony” journeys through engaging market access, commercial, patient services, field and trade teams in a coordinated plan.

• On Day 2, in “Demonstrating Value – Championing Your Patient Services Program for Internal Buy-In” leaders explore how to build metrics and narrative that resonate with senior leadership ensuring long-term investment.

• Also, “Launch Excellence – Combining Strategy and Vision to Create Flawless Execution” dives into roadmap building, vendor selection and contingency planning ensuring all stakeholders speak the same language.

• Other relevant session: Distribution Mastery – Optimizing Channel Strategy for Maximum Patient Access

This alignment helps to prevent one of the biggest pain points and ensures everyone is working toward a unified vision for patient success.

Why This Matters and Why Access USA (Hub East) Is the Right Forum

• Cross-stakeholder alignment: Hub East brings together manufacturers, FRMs, specialty pharmacies and advocacy leaders enabling real dialogue and joint strategy development.

• Actionable frameworks: Rather than theory, the conference emphasizes practical tools, launch playbooks, AI governance and data infrastructure that teams can implement immediately.

• Scalable hub programs: By combining digital transformation with ecosystem thinking, organizations can build hubs that are both efficient and human-centered, capable of adapting and scaling.

• Better patient experience: Ultimately, this ecosystem paired with AI and data architecture model is about serving patients more effectively, reducing friction, avoiding overload and ensuring that support is meaningful not just frequent.