Speakers: Charles Young, CareTria, Naresh Aggarwal, 100ms
Runtime: ~11 minutes
Publication Date: July 15th, 2026
In this webinar, Naresh Aggarwal, who leads life sciences solutions at 100MS, and Charles “Chuck”DeYoung, former Director of Patient Support Services at Caretria, discuss the everyday realities facing patient assistance program (PAP) teams and how AI is starting to change the equation. Chuck breaks down what a single patient case really involves, from enrollment and eligibility verification to pharmacy coordination and follow-up, plus the hidden compliance work that happens on every call, like catching adverse events and product quality signals buried in casual conversation.
They talk through how AI is now helping close that gap by listening in on calls, flagging potential issues, and prepopulating documentation, so team members can stay fully present with patients instead of splitting their attention. That shift has let quality teams move from spot-checking a small fraction of calls to reviewing all of them, essentially giving leaders far better data to coach and improve. Naresh and Chuck close with practical advice for teams just getting started with AI: assess where the biggest gaps are, start small with one high-impact use case, prove it works, then expand.
Watch now.
