The Role of Specialty Pharmacy in Patient Care

Lori M. Grebe, RPh, CSP

Physicians are increasingly prescribing specialty medications as new therapies rapidly become available to treat a growing number of chronic, rare and life-threatening diseases. Specialty pharmacies can offer crucial assistance to physicians in supporting patients with the high level of care needed when using these complex treatments.

With a wide range of experience in the specialty pharmacy field, Lori Grebe, Vice President of Trade Relations and Clinical Strategies at CenterWell Specialty Pharmacy, provides insights and information on the services and expertise physicians should expect from a specialty pharmacy.  

Many physicians face challenges when prescribing specialty medications due to their complexity and the need for precise management. How can specialty pharmacy help with these issues?

Specialty pharmacies are uniquely positioned in the health care ecosystem to support physicians who prescribe specialty medications to treat complex, often chronic conditions that frequently require initial lab testing and ongoing monitoring. Physicians should expect a specialty pharmacy to provide patients with holistic, specialized care that includes comprehensive education, access to financial support when needed for qualified patients, and coordination of care between multiple providers, with the ultimate goal of improving patient outcomes.

It’s the pharmacy’s responsibility to begin facilitating communication between the patient and the various health care providers as soon as the prescription is received. That can include identifying applicable funding sources to help reduce the financial burden on the patient.

High-quality specialty pharmacy care should also include educating the patient on what to expect during therapy and providing ongoing management of all aspects of their treatment – which can include addressing any social determinants of health that may impact its effectiveness.

Convenient medication delivery to patients’ homes following special handling requirements, such as refrigeration, can enhance specialty pharmacy capability to help ensure patients can promptly begin their therapy.

Given the complex regimens and potential side effects of many specialty medications, what strategies are most effective for improving patient adherence?

The top priority of specialty pharmacy is to start a patient on the prescribed medication and then ensure they’re adherent to the therapy by mitigating any barriers that may be preventing their use. Some key factors to good medication adherence are early communication with the patient about their therapy, making their drug regimen simple to follow and providing follow-up reminders and 24-hour access to a clinician if questions or problems arise.

Every patient is unique, and so too are their experiences and challenges with their therapy. Setting each patient up for success and addressing preferences and pitfalls along the way is essential to improving adherence. By monitoring medication use with routine patient follow-ups, addressing any concerns and reinforcing the prescribed regimen, specialty pharmacies can help keep patients on track.

CenterWell Specialty Pharmacy offers different technologies to aid patients in staying compliant, including text reminders, bottles that will light up to alert the patient that it’s time to take their oral medications and smart medication dosing dispensers, to name a few. Lastly, including caregivers in medication education and patient discussions can also help improve adherence.

CenterWell Specialty Pharmacy has several Centers of Excellence that focus on specific therapeutic areas. How do these centers enhance the support that physicians can provide their patients, and what impact do they have?

CenterWell Specialty Pharmacy provides high-level care to patients across various therapeutic areas through our Cancer, Neuromuscular, Pulmonary and Rare Disease Centers of Excellence and clinical programs which include access to a large number of limited distribution drugs spanning more than 40 therapeutic areas. Our pharmacy has a wide breadth and depth of knowledge and experience in caring for patients with a personalized and holistic approach which supports patients with medication adherence.

These Centers of Excellence provide concierge service focusing on therapy-specific disease assessments, education, side effect management, monitoring, and follow-up, targeted to the individual disease state to optimize patient experience and care. Our Centers are trusted by physicians and the broader provider community based on their accountability, reliable best-in-class resources and superior service. Experiences within our Centers of Excellence, specifically in oncology, are also associated with reduced average medical costs and fewer hospitalizations, as evidenced in a recent publication this year. It’s this commitment to patient care that has made CenterWell Pharmacy a six-time Specialty Pharmacy Patient Choice award winner for best-in-class customer satisfaction.

Specialty medications often present financial challenges for patients. What help is available to patients in navigating insurance and financial assistance programs?

Specialty drug therapy is often very expensive and can be a major burden and barrier for patients. At CenterWell Specialty Pharmacy, we have a dedicated team that utilizes multiple patient financial assistance options, including manufacturer and foundation assistance, and low-income subsidies or free drug programs. We also partner with a financial resource vendor that provides real-time access to more than 6,000 funding sources as they become available for patients. CenterWell Specialty Pharmacy can facilitate enrollment in an assistance program for a patient and apply the assistance directly to the patient’s cost share, so they are responsible for little to no out-of-pocket costs.

If assistance is not available, the team will continue to monitor for funding options and proactively reach out to the patient as soon as one is available. If necessary, we can provide access to manufacturer bridge programs, as well as low-cost payment plans. The financial team is especially vital in helping a patient during an unexpected lapse in insurance coverage and works with manufacturers to secure bridge therapy or temporary supply based on individual circumstances to avoid a discontinuance of the treatment. CenterWell has also been at the forefront of Medicare financial changes in 2025, offering assistance for patients enrolling in, or with questions about, the Inflation Reduction Act and available services.

How does CenterWell Specialty Pharmacy ensure the availability and prompt delivery of specialty medications?

When physicians prescribe a specialty medication, they want their patients to begin therapy promptly and have a continuous supply of the treatment. CenterWell Specialty Pharmacy’s broad access to a full range of specialty medications, including those for cancer, neuromuscular conditions, and rare diseases, ensures patients receive the therapy they need for their customized treatment plan. Once our pharmacy secures coverage and applicable financial assistance services, the medication delivery, as well as any associated supplies, will be coordinated with the patient and/or caregiver.

CenterWell Specialty Pharmacy follows all industry standards and temperature controls for shipping and has order tracking to ensure on-time arrival of the medication for as long as the patient is prescribed the therapy. Internal safeguards are taken to understand shipping patterns and temperature needs of every medication to ensure quality and safety are always maintained.

Tell us about the partnerships you’ve been developing regarding GLP-1s.

It’s a really exciting time for CenterWell Specialty Pharmacy. As you know, GLP-1s have become a cultural phenomenon not just for their ability to combat diabetes, but also for their value as weight-loss drugs. For many people, though, the price can be a significant hurdle.

We worked with Novo Nordisk’s new NovoCare Pharmacy to become the fulfillment partner for its GLP-1 drug, Wegovy, at a reduced cost for self-paying patients. Shortly after that, we announced that we’d fill and ship orders for Wegovy prescribed through various telehealth companies. CenterWell is always on the lookout for ways to expand access to better health for our patients and customers.

Have you gotten any feedback from your customers about the work you’re doing?

Yes. This spring, CenterWell Specialty Pharmacy received the MMIT Specialty Pharmacy Patient Choice Award in the PBM/Payer category. It was the seventh time in eight years that we’ve earned this award. It’s based on high customer satisfaction and our commitment to patient care, and we were selected based on having the highest average Net Promoter Scores in our industry according to 2024 MMIT Patient Satisfaction surveys.

More information for prescribers of specialty medications can be found at CenterWell Specialty Pharmacy.