The gross-to-net pricing model — long the backbone of pharmaceutical affordability strategy — is under structural pressure. As rebate transparency reforms and direct-to-patient channels reshape how discounts reach patients, pharma's traditional buffer for funding access programs is shrinking. Companies that fail to adapt risk losing both margin and patient trust in an increasingly transparent pricing environment.

A 2025 study found that over 61% felt healthcare chatbots did not fully understand them, while 35% reported they could not fully understand the chatbot (Shah et al., 2025). Those numbers reflect something most people working in patient support already sense: the technology has outpaced the foundation it is supposed to rest on.

COPILOT Provider Services today announced its official rebrand as Elusa Health, marking a significant evolution in the company's identity and its commitment to transforming how patients access therapies in an increasingly complex healthcare system.

When operational breakdowns, compliance lapses, and communication failures begin to directly impact patient care, the need for a true patient services partner becomes undeniable

More than 75% of specialty medications launching today benefit from having FRMs embedded in their field support teams, and for good reason.

When a pharmaceutical partner came to Elusa Health seeking a better way to support patients and providers, what began as a transitional engagement quickly evolved into a story of measurable transformation rooted in reliability, precision, and operational excellence.

Burdened with manual, fax-dependent workflows, low case volumes, poor data quality, and a lack of Field Reimbursement Manager (FRM) support, this manufacturer was struggling to connect patients with the therapies they needed. But after the right transition, they increased case volumes six-fold.