How Data and Workflow Orchestration Are Reshaping Patient Support Models

In the second part of her conversation with Pharmaceutical Commerce at Asembia AXS26, Kim Plesnarski, SVP of market access and patient support at Syneos Health, shares what defines a best-in-class field reimbursement and patient support model amid growing complexity, rising cost pressures, and increasing demands for operational efficiency.

Plesnarski emphasizes the growing importance of data, predictive analytics, and connected workflows in helping field reimbursement and patient engagement teams operate more effectively. She explains that agentic AI and workflow orchestration can help reduce administrative burden by filtering through data from hubs, pharmacies, and sales teams to recommend next actions, allowing reimbursement managers to focus more on provider engagement rather than analysis. On the patient support side, she highlights the role of risk stratification and demographic insights in identifying potential barriers to adherence and helping teams intervene earlier.

She also stresses that reimbursement, patient engagement, and third-party partners must operate through coordinated, outcome-driven workflows rather than in silos. According to Plesnarski, success should be measured holistically through metrics such as cost-to-serve, approval rates, fulfillment rates, and persistency, with all stakeholders aligned around shared patient and operational outcomes.

Watch the first part of her interview with PC, live from Asembia AXS26:

1. Asembia AXS26: Why Pharma Can’t Afford to “Go It Alone” Anymore