PSP Operations Platform
A three-product platform connecting physicians, case managers, and patients to transform the specialty medication access journey — from referral to coverage.
problem
Before I wrote a line of code for this project, I had already spent two years writing the documentation that held these broken systems together. As a Technical Writer at McKesson Specialty Health, I authored the SOPs, workflow guides, and governance documentation for Patient Support Programs. I watched the entire operation from the inside: the referral that arrives missing three fields, the case manager rebuilding context from scratch after every tab switch, the patient calling for the fourth time to ask what's happening with their insurance coverage application. When a physician prescribes a specialty medication, patients enter a process that takes 30–60 days and is almost entirely invisible to them. Referrals arrive with incomplete data 40% of the time. Clinics spend 15–20 minutes on duplicate data entry per referral. Case managers lose 30–40% of productive time to context-switching across EMRs, fax queues, and spreadsheets. Sixty percent of inbound call volume is just patients asking one question: where does my case stand? I documented these workflows. Then I designed the system to replace them.
solution
Three integrated products built on a unified data layer and event-driven architecture: Physician Portal — EMR-integrated referral submission. One-click to send a complete, validated referral. No duplicate data entry. Pre-populated from clinical records with smart field validation that catches the 40% of submissions that would otherwise arrive incomplete. PSP Operations Platform — Case lifecycle management for case managers. A single workspace replacing the six-tool toggle. AI-assisted document processing for incoming faxes and forms. Every event, document, and communication traces to a single case record. Audit-ready from day one — not reconstructed at quarter-end. Patient Mobile App — Real-time status transparency. Camera-based document upload for insurance cards and consent forms. E-signature for authorizations. Push notifications at every case milestone. Designed to eliminate the "where is my case?" call entirely. The case-centric data model ensures every data flow is consent-gated by design, not bolted on after the fact.
year
2026
timeframe
In progress, expected Fall 2026
tools
Backend: PostgreSQL, REST APIs, Azure Mobile: Swift (iOS), Kotlin (Android) Design & Documentation: Figma, Confluence Project Management: Jira
category
Full-Stack