Patient Support Hub Staffing and Optimization

Simvera PSP is the first software purpose-built to simulate, stress-test, and optimize the complex patient journey, helping pharma and biotech brands design programs with confidence, model costs and trade-offs, reduce time to therapy, and, ultimately, improve the patient experience.

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The hidden trade-offs in patient support hub staffing and optimization

Every patient support program runs on decisions that are hard to see and expensive to get wrong.

Staffing plans built on instinct rather than tested against real demand

Vendor transitions and third-party partnerships with no model behind them

Indication expansions and launch ramps sized by guesswork

Budget, RFP, and patient-journey trade-offs that are difficult to compare side by side

You can see it in call centers that end up over- or under-staffed, in patients who hang up before they reach an agent, and in leadership meetings where a clear answer about how a change will affect the patient experience is hard to come by.

Simvera exists to close that gap, giving patient support teams a way to test these decisions rather than rely on instinct alone.

How many agents does your patient support hub actually need?

Most teams answer with a spreadsheet, experience, and a margin of safety because there hasn't been a way to produce a number they can confidently defend in front of leadership. Plan too lean, and patients wait, calls go unanswered, and the brand loses ground. Plan too rich, and cost builds quarter after quarter.

Simvera PSP is process flow software built to replace that guesswork. It gives you a hub staffing model grounded in how your program actually runs, so you can move from building in a safety margin to sizing the program with confidence.

It brings real pharma patient services workforce planning to a decision too often made on instinct, and it is the foundation for patient support hub staffing and optimization that holds up whether you are launching, expanding, or transitioning from one vendor to another.

Confidence in vendor transitions matters now more than ever.

Hub vendor transitions are accelerating across the industry, and the teams navigating them well are testing call volume and staffing assumptions before they sign, not after go-live.

Proven mathematical queueing science.
No PhD required.

Every recommendation is grounded in proven, peer-reviewed operations science. None of this is new math; it's the established, textbook science of queueing — the same principles used to design call centers and emergency departments at scale — applied for the first time to patient support.

Simvera captures how patient volume, wait time, and capacity relate, translates that into agent-level staffing recommendations under real call patterns, and accounts for the variability a simple average misses. It's the difference between a plan that works on paper and one that holds up when patients need it most.

Confidence in decision-making for pharma and biotech leaders

Simvera PSP is built for the people who run these programs day-to-day: the director or senior manager responsible for a hub, plus the commercial, market access, and procurement leaders who want confident decisions rather than informed guesses.

It's just as relevant for brand GMs and commercial leaders who need to defend program economics in dollars, not describe them in slides.

Patient Services Directors
Market Access Leaders
Commercial Operations

Hub GMs & Brand Leaders
Procurement
Program Managers

Simvera removes guesswork and introduces clarity in four steps

Simulate

Map your hub's real process flow and call volume, based on how the program actually operates today.

Stress-test

Model any change before you make it — an indication expansion, a vendor transition, a shift in call mix — so you can understand impact before you commit.

Optimize

Balance cost, service levels, and patient experience against one another, on your terms, rather than guessing at the trade-offs.

Repeat

As often as needed, for as many scenarios as you can think of. Say goodbye to operational surprises, and hello to "we're prepared for that."

Every scenario comes back as a clear, presentation-ready report — no translation layer required before it reaches leadership. Think of it as the rigor of a strategic engine for capacity and patient experience planning, purpose-built for pharma patient support rather than retrofitted from one.

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See your own hub modeled, not a generic walkthrough

Request a demo of Simvera PSP and bring your real numbers. We'll show you what your program looks like when the guesswork is removed.