From Access to Outcomes: The Changing Role of HUBs | NASP Specialty Pharmacy Podcast

Sheila Arquette (0:05)

You are listening to the global network of podcasters dedicated to the pharmacy profession.

SPEAKER_2 (0:10)

Welcome to The Pharmacy Podcast Network.

SPEAKER_3 (0:26)

You are listening to the NASP Specialty Pharmacy Podcast, a collaboration between the National Association of Specialty Pharmacy and The Pharmacy Podcast Network. Each episode dives deep into trends, challenges, innovations and patient-centric practices shaping the future of this dynamic and rapidly evolving industry. Whether you're a pharmacist or health care provider, patient advocate or industry leader, you'll hear expert insights, real-world evidence and thought-provoking discussion that highlights all that makes specialty pharmacy special.

SPEAKER_2 (1:00)

In support of NASP's mission to empower specialty pharmacy stakeholders to advance the standard of patient care, NASP supports a free market health care system in which all specialty pharmacies compete on the same fair and level playing field because that is in the best interest of the patients we collectively serve. NASP is committed to working with all stakeholders and policymakers to ensure that all patients have access to the life-saving medications they need and the high-touch patient care and support services they deserve from the pharmacy of their choosing.

Sheila Arquette (1:30)

Hello, my name is Sheila Arquette and I'm the president and CEO of the National Association of Specialty Pharmacy. I'm delighted to welcome my special guest from CenterWell Pharmacy, Narlyn Lopes and Megan Winebrenner to this episode of the NASP Podcast. Narlyn Lopes is vice president of pharmacy hub operations at CenterWell, where she leads strategic initiatives focused on optimizing hub services, enhancing patient access, and driving operational excellence across the specialty pharmacy ecosystem. With more than 20 years of experience spanning specialty pharmacy, life sciences, patient support services, and health care technology, she has built a career leading growth, innovation, and transformation in complex health care environments. Prior to joining CenterWell, Narlyn held executive leadership roles at Optum Insight, where she oversaw portfolio-spanning real-world evidence, clinical trial solutions, and analytics. She also held leadership positions at AssistRx and Walgreens Specialty Pharmacy, where she helped advance hub and specialty pharmacy solutions that improve patient access, engagement, and outcomes.

Megan Winebrenner, PharmD-CSP, is a clinical pharmacy lead on the clinical strategy team at CenterWell Specialty Pharmacy, where she leads initiatives focused on specialty, pipeline forecasting, clinical strategy, and innovative programs designed to enhance patient outcomes.

With more than a decade of specialty pharmacy experience, Megan brings expertise spanning clinical operations, rare disease management, specialty drug strategy, and patient-centered program development. Her work centers on aligning clinical innovation, operational excellence, and emerging therapies to improve care for patients with complex conditions and support the future of specialty pharmacy. Narlyn and Megan, thanks so much for joining me today.

Narlyn Lopes (3:32)

Thanks for having us. Yes, thank you so much.

Sheila Arquette (3:35)

So, Narlyn, for listeners who may be less familiar with the concept, how would you define a patient services hub? And then what role does it play in helping patients access and stay on therapy?

Narlyn Lopes (3:47)

Well, Sheila, this will probably be my favorite question. It's my version of Hub 101

At its core, a patient services hub will run support programs which are typically funded by the pharmaceutical manufacturer to help patients, providers, pharmacies, and insurers navigate the process of medication access, affordability, and adherence. They do this because, as we know, these are critical milestones in the patient journey for improving health outcomes. The three of us here know that understanding specialty pharmacy is knowing that our medications come with additional steps before a patient can start treatment. They may be insurance approvals, affordability programs, specialty pharmacy coordination, patient education, or the patients may need ongoing adherence support.

The Hub helps manage those activities and reduce friction throughout that patient journey. I'll give an example. Let's say a patient is prescribed a specialty medication for severe asthma. The Hub will help verify insurance coverage, identify whether prior authorization is required, connect the patient with financial assistance programs, they'll coordinate with the specialty pharmacy, and provide ongoing support after therapy begins. Ultimately, their goal really is to support everyone in the care team for the benefit of that patient with a focus on prioritizing access and affordability for a complex process, so patients can start therapy sooner, stay informed, and remain on that treatment longer.

Sheila Arquette (5:25)

So hubs have been around for quite some time, but the healthcare landscape has changed significantly. And, Narlyn, how has the role of hub evolved over the years, and what factors have driven that evolution?

Narlyn Lopes (5:38)

Yeah, great question. So if we go back several years, hubs are primarily focused on helping patients get through that access process. A lot of the work really just centered around benefits verification, prior authorization, finding that pharmacy, getting that fill as timely as possible.