Traci Miller: Hub Data Can Drive Smarter Commercial Decisions

Data is transforming the way manufacturers approach access strategy—and hub programs are sitting on a goldmine of it. From prior authorization outcomes and coverage trends to specialty pharmacy fill rates and discontinuation reasons, the patient journey generates signals that, when properly captured and interpreted, can fundamentally shift how commercial teams make decisions. The question is whether manufacturers are equipped to turn that data into action.

In the second part of her video interview with Pharmaceutical Commerce, Traci Miller, senior director of Access and Patient Support at Cardinal Health Sonexus, breaks down how hybrid hub models are uniquely positioned to deliver on that data promise. Miller explains how real-time visibility across the access continuum can transform a manufacturer's payer strategy and resource deployment—but only when the manufacturer's data team and the hub's data team are aligned on the logic driving those insights. Without that collaboration, she cautions, even the richest data set falls short of its potential.

Miller also takes on one of the more nuanced challenges in hub design: finding the right balance between automation and human connection. For her, the answer isn't a fixed formula. Technology should eliminate friction in the predictable, repeatable parts of the workflow, while trained hub specialists focus their energy on delivering the empathy, clarity, and personal support that patients and providers need most. The goal, as Miller sees it, is a seamless experience where every stakeholder operates off the same playbook—and the patient never has to see the complexity working beneath the surface.

Access the first part of her video interview series with PC below:

1. Traci Miller on How Hybrid Hub Models Redefine Pharma Partnerships