The Business Problem:

Hungry for More

When Dr. Stephen Vogt first reached out to Rhythm in 2012, BioPlus Specialty Pharmacy was already a success story. As a provider of medications for patients with conditions like cancer, arthritis, and immune system disorders, they prided themselves on their involvement in each patient’s situation, ensuring that medication regimens were followed precisely. Through their commitment to serving patients and growing the business, BioPlus had already reached $126 million in revenues.

But the team’s ambitions didn’t end there. Dr. Vogt was seeking a coach and a system to help them shape and achieve an even greater vision. His search led him to Rhythm Systems.

How Rhythm Helped:

A Coaching Breakthrough

Rhythm CEO and coach Patrick Thean knew how important it was for BioPlus to design their strategy around the needs of their Core Customer; this would help them gain focus and streamline their products and services.  

BioPlus worked with various stakeholders, including doctors, patients, insurance companies, and pharmaceutical suppliers. During one of their strategic planning sessions with Patrick, they suggested that their Core Customer must be the referring doctors, or perhaps the insurance companies.

“But, what about the patients who actually take your medicines?” Patrick asked, reminding the team that their Core Customer was the primary person using their product and services. 

This question sparked an epiphany. “The patient is the one who is sick and who needs treatment,” said Dr. Vogt. “It’s for the patient that we have to create a fantastic customer experience.” 

This shift in perspective was the beginning of a new era at BioPlus. 

Building the Business Around the Core Customer

At the time, patients had to wait about eighty-four business hours (more than ten business days) to receive approval of a prescribed medication. Many of these patients were facing life-threatening diseases, and this long wait period added unnecessary pain and stress. 

The team committed to reducing the wait period to just two hours, which would be forty times faster than all their competition. They set out to build a process that would provide a customized experience for each patient, leading to the same result: Every patient’s prescription would receive an approval decision in two hours or less.

To execute this initiative, BioPlus needed to align fully in planning, collaborate seamlessly, and commit to a weekly cadence of making the right adjustments. With the Rhythm software and coaching support, they developed disciplined habits. The high-level goal—the new customer initiative—was broken down into achievable quarterly milestones, which were divided further into supporting projects owned by various departments and team members. When a project fell off track, the team jumped into action and problem-solved together. 

Their discipline, attention to detail, and “Win as a Team” mindset paid off. They successfully launched the 2 Hour Patience Acceptance Guarantee. 

The Results:

Exceptional Service and Outstanding Results

This new approach revolutionized patient service and yielded remarkable results for BioPlus. In three years, they grew from $176 million in revenues to over $800 million. 

In 2023, they were purchased by Elevance, part of the Nautic Partners portfolio of companies, for a large, undisclosed sum. The new owners had commissioned McKinsey & Company to identify the best specialty pharmacy in the United States—and they found it was BioPlus. 

With the help of Patrick’s coaching and the Rhythm software and methodology, Dr. Vogt led BioPlus to achieve outstanding outcomes: 

• 968% Growth in 10 Years
• #1 U.S. Speciality Pharmacy Rating by McKinsey & Co.
• 140% Revenue Growth 3 Years in a Row

Sadly, Dr. Vogt passed away in 2022. Everyone who had the privilege of working with him—the Rhythm team included—was deeply impacted. His humble leadership and commitment to helping patients is an endless source of inspiration.