Metabolic Syndrome Programs Designed to Lower Risks BACKGROUND Affecting one in four adults in the U.S., metabolic syndrome is one of the fastest growing healthcare crises facing the nation today. Metabolic syndrome patients bear an increased risk for developing type 2 diabetes and cardiovascular disease, as well as stroke and peripheral vascular disease. Metabolic syndrome is best defined as a combination of metabolic risk factors that occur together in an individual. These risks factors could include: Increased blood pressure Resistance to insulin High blood sugar levels Obesity or excess body fat, specifically in and around the abdomen Blood fat disorders (high triglycerides; low HDL cholesterol with high LDL cholesterol) Patient lifestyle is critical to the prevention and management of metabolic syndrome. The first order of business in clinical management of the syndrome is to reduce the risk for cardiovascular disease and type 2 diabetes, which often translates into smoking cessation programs, weight loss programs or nutrition counseling, exercise regimens, drug therapies to reduce LDL cholesterol and glucose levels, or a combination of the above. Providing patient support and access to information is a necessary element in the effort to manage risk factors, increase awareness, encourage compliance and improve health. Telerx executes multiple client programs that provide support for patients struggling with health conditions associated with metabolic syndrome. These patient-focused programs are designed to educate, provide patients access to information and promote the long-term benefits to their health.
PROFILE: DIABETES PATIENT SUPPORT Challenge: To create a resource for newly-diagnosed diabetic patients who require the ability to make immediate contact for support and information to help manage an unfamiliar and overwhelming disease. A team of Telerx representatives, comprised of registered nurses (RNs) and healthcare specialists with academic degrees in health and science, provide diabetic patient support in a non-scripted environment. The representatives deliver valuable information and assistance to inquisitive and vulnerable new patients in managing their disease. Telerx provides ongoing counseling for newly-diagnosed diabetic patients who must adjust quickly to the sometimes substantial changes to their diet, exercise and personal care, and the daily requirements in the effective management of their disease. The Telerx program also helps patients to be compliant with their doctor s instructions by guiding them in evaluating blood tests, managing and logging blood glucose monitoring scores, executing daily exercise and dieting plans, and keeping a thorough list of questions for their doctor. PROFILE: CONTINUOUS BLOOD GLUCOSE MONITOR SUPPORT Challenge: To establish a resource to support early-adopting users of the continuous blood glucose monitor, CGM a new in vivo device for intensive diabetes management. A team of Telerx representatives, comprised of RNs, RDs, certified diabetes educators (CDEs) and technical specialists, offer telephone support to people with CGMs in a non-scripted environment allowing for effective dialogue and assistance. Telerx provides comprehensive instruction regarding device insertion, technical support for device calibration and troubleshooting device alarm messages, and ongoing support for people with diabetes and their caregivers, who face the challenge of learning to incorporate this new tool into the management regimen for their disease. The team provides triage to users who are experiencing issues in using their device. Telerx representatives provide emotional support to new users that are often the most vulnerable and the most keenly interested in aggressive disease management. Telerx also provides data management support for people with diabetes and their healthcare providers to upload data from their CGM which provides graphs and other tools to help evaluate and analyze glucose readings, carbohydrate intake, insulin dosage, exercise and other diabetes-related factors.
PROFILE: INSULIN DELIVERY DEVICE SUPPORT Challenge: To Develop a retention program for an insulin delivery device after physician recommendation. A blended Telerx team (RNs and non-healthcare representatives) to educate patients with device/disease information while providing compassionate support. Representatives provided technical product support with step-by-step instructions and distributed a coupon for a replacement device if needed. Representatives initially scheduled a field training representative to visit and provide patient/caregiver device training. The patient was provided a toll-free number by the field representative to contact the support team at any time in the future. Representatives then provided patients with valuable information about diabetes, tips about leading a healthy lifestyle and communicating effectively with physicians, and assistance with product usage. Telerx provided fulfillment of follow-up items, including journals for tracking diet and insulin, brochures for insulin levels and testing, and tips for discussing patient s disease management with their physician. PROFILE: WEIGHT LOSS SUPPORT AND COUNSELING Challenge: To provide program support and counseling services to assist one of the nation s leading weight loss systems with individual participants weight loss goals. Telerx originally staffed a team of 60 representatives to provide product support and counseling.the program has since grown to 80 representatives. Representatives undergo a unique training program designed to help them operate as an extension of the client company as customer care associates. This training includes introduction to the client s company culture, products and counseling techniques. Telerx representatives conduct weekly consultation calls with weight loss plan participants to track progress, goals and milestones, and discuss weight loss challenges and offer tips for success. This also includes tracking and celebrating weight loss progress with the consumer, assigning a weekly caloric plan, measurement of Body Mass Index (BMI), and discussion about levels of activity and exercise. Information is integrated with order management system for product re-orders.
PROFILE: CARDIAC CARE Challenge: To deliver excellent behavior modification counseling for cardiac patients from a nationally-recognized health association. Telerx staffed a team of 50 representatives to address consumer inquiries and provide support to cardiac patients seeking information. Telerx s expertise in recruiting to a very specific profile to meet the needs of its clients was a critical element to this program, as anxious callers required representatives who were attentive and empathetic, and able to quickly identify the needs of the caller. Representatives educated consumers on Heart Smart diets, provided informative information on topics such as good cholesterol vs. bad cholesterol and identifying the warning signs of heart attack and stroke. The team counseled newly-diagnosed cardiac patients on making lifestyle changes including advice on diet and exercise designed to keep their weight down and activity level up in order to lead a heart healthy lifestyle. PROFILE: CHOLESTEROL MEDICATION SUPPORT Challenge: To provide a range of functions in support of a leading cholesterol-lowering medication for a global pharmaceutical giant. Client required a partner to provide consumer support as well as locate resources and schedule speakers for the company s sponsored e-physician forums. Telerx, in conjunction with the client, developed two teams to support the client s needs: A dedicated team of 24 representatives to locate and schedule resources for e-medical forums. A dedicated team of 45 representatives to provide support for consumers and physicians product-related inquiries. Highlights Telerx team scheduled 1,158 e-medical forums regarding cholesterol medication in a 7-month period At-home agents serve as meeting moderators for the e-medical forums. Telerx-trained nurses and pharmacists handle information requests from physicians. Non-healthcare representatives respond to consumer inquiries related to product information requests, and adverse events (AE) or product quality complaints (PQC). Telerx s expert handling of AEs and PQCs gives the client the confidence that they are compliant and provides alerts of potential manufacturing issues.
PROFILE: NUTRACEUTICAL PROGRAM Objective: To establish customer care center for major cereal manufacturer s functional food line aimed at reducing cholesterol levels using natural soluble fiber (Psyllium). Telerx, in collaboration with the client, designed a program that answered product and nutritional questions and provided coaching and counseling to consumers to improve their health through changes in lifestyle including diet, exercise and stress reduction. Specialized Telerx staff consisted of dieticians, nutritionists, and exercise physiologists. Consumers participated in regularly scheduled sessions with a Telerx coach. Management of a series of educational module series enabling Telerx coaches to make the determination, based on feedback and level of compliance, when the consumer was ready to move to the next module. Consumers actively participated with diet and exercise diaries. Once enrolled in the program consumers were offered the option to have their progress reports shared with their physician. Source: 1) Zelman, Kathleen (2007, January). Metabolic Syndrome:The Silent Epidemic. Available online: http://www.webmd.com/diet/features/metabolic-syndrome-the-silent-epidemic ABOUT TELERX HEALTHCARE Telerx is a highly specialized healthcare provider of outsourced customer care and contact center services. Ahead of the curve in developing integrated, efficient and cost-effective customercentric solutions for healthcare companies,telerx s best-in-class customer care strategies boost customer value and enable healthcare companies to improve their profitability despite economic and industry change. For more information please visit us at www.telerxhealthcare.com. Prepared by: Telerx Healthcare 723 Dresher Road Horsham, PA 19044 1.800.2TELERX www.telerxhealthcare.com