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Emily Rodriguez

PSP Case Manager

Interaction INT-008 · Mar 9, 2026

Overall Score

87/100
Score Overview
Opening & RapportPatient Support NavigationNeeds AssessmentCompliance & RegulatoryClosing & Next StepsEmpathy & CommunicationDocumentation Quality

Rubric Breakdown

Opening & Rapport

5/5

Observation

Exemplary opening with immediate identity verification before discussing any case details.

Suggestion

This should be the standard approach for all patient support calls. Share as a best practice.

Evidence

[00:00]“Before we get started, can you confirm your date of birth and the spelling of yo...”

Patient Support Navigation

5/5

Observation

Proactively managed the prior authorization renewal before the patient even raised the concern. Offered bridge supply as a contingency.

Suggestion

Outstanding proactive case management. Continue anticipating patient needs.

Evidence

[02:35]“I've already flagged this and our access team submitted the renewal request to y...”

Needs Assessment

4/5

Observation

Effectively addressed the patient's stated concerns about side effects, refills, and injection technique.

Suggestion

Could explore broader quality-of-life improvements to build a more complete picture of treatment response.

Evidence

[00:45]“My energy levels have definitely improved, and my endocrinologist, Dr. Reeves, w...”

Compliance & Regulatory

4/5

Observation

Correctly stayed within scope of practice by not making medical recommendations about the edema. However, did not explicitly note the adverse event for pharmacovigilance reporting.

Suggestion

When a patient reports a new symptom or side effect, explicitly inform them that the event will be documented and reported per requirements.

Evidence

[01:42]“I can't make any medical recommendations, but your doctor may want to assess whe...”

Closing & Next Steps

4/5

Observation

Provided injection technique education and confirmed refill management. Clear follow-up established.

Suggestion

Summarize all discussed topics and action items at the end of the call for patient confirmation.

Evidence

[04:40]“For the abdominal injection, you'll want to choose a spot at least two inches aw...”

Empathy & Communication

5/5

Observation

Warm, patient-centered communication throughout. Addressed the patient's anxiety about running out of medication with reassurance and concrete solutions.

Suggestion

Maintain this empathetic approach. The combination of warmth and practical solutions is highly effective.

Evidence

[03:18]“If there is any delay, we can provide a bridge supply through our patient suppor...”

Documentation Quality

4/5

Observation

Good case management documentation for refill tracking. Needs to add explicit AE documentation for the reported edema.

Suggestion

Create a standard workflow to document any patient-reported symptoms in both the case file and the AE reporting system.

Evidence

[00:45]“But I've been having some swelling in my ankles that concerns me.”
Coaching Focus Areas
1
Adverse Event Documentation

Patient-reported symptoms must be documented in the pharmacovigilance system as part of the call workflow.

Target: When a patient reports any new symptom or side effect, verbally confirm you are documenting it and submit the AE report within 24 hours.

2
Urgent Symptom Guidance

Provide clearer guidance on warning signs that should prompt immediate medical attention.

Target: When discussing common side effects, include specific red-flag symptoms that warrant urgent medical consultation.