Protocol Global Solutions and The Palomino Group Partner to Deliver the Gold Standard in Patient Support Services

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Combined Call Center and Reimbursement Expertise Address Marketplace Challenges.

But it is a major step forward in offering the pharmaceutical industry a vastly improved patient support services capability, and it speaks to our shared goal for this fast-changing and complex healthcare marketplace.

Protocol Global Solutions, a trusted provider of BPO solutions for the Pharmaceutical, Healthcare, Energy, Financial Services, and Insurance markets, today announced its partnership with The Palomino Group, a leader in healthcare reimbursement, pricing and commercialization consulting and support services, to form Palomino-Protocol Patient Support Solutions.

"The collaboration of our two teams brings together the most advanced call center technologies with the highest level of proven reimbursement expertise," said Dan Sullivan, Senior Vice President, Relationship Management for Protocol. "These capabilities will now provide pharmaceutical, biotechnology and health science organizations with a highly responsive and results-oriented reimbursement support program capability unlike any other in the industry."

Palomino-Protocol Patient Support Solutions offers a full-spectrum of reimbursement and patient assistance services, including:

  • Reimbursement Support Hotlines
  • Patient Assistance Programs
  • Co-pay Assistance Services
  • Strategic Consulting

The Palomino-Protocol Patient Support Solutions approach is to partner with the client to execute a custom reimbursement support program that delivers unparalleled bottom-line results, while providing continuous efficiency improvements and cost-saving opportunities for the manufacturer.

"In the current environment, healthcare manufacturers are demanding more flexible, yet highly-effective reimbursement and patient assistance support programs that better meet the specific needs of their end-user patients and care providers," said Jan Palmer, Principal and Co-Founder of The Palomino Group. "At the same time, manufacturers are seeking service providers that are able to demonstrate ongoing efficiencies and cost-savings through the use of improved technologies and processes. We are excited to offer our clients the very best, 'next-generation' reimbursement and patient assistance support solution."

"This is a big step for both organizations," said Don Norsworthy, President and CEO of Protocol. "But it is a major step forward in offering the pharmaceutical industry a vastly improved patient support services capability, and it speaks to our shared goal for this fast-changing and complex healthcare marketplace."

About Protocol Global Solutions
Protocol is a single source provider of contact center services, case management and monitoring services, and cutting-edge marketing solutions. From contact center services for customer service, lead generation, customer acquisition and retention to up-sell, cross-sell, and winback campaigns, Protocol helps organizations grow, find, interact with, and retain customers through virtually every channel and touch point. In addition, Protocol proactively adds value to the relationships between its clients and their customers with depth and experience across a diverse range of verticals and services, including strategic and creative program development, leading technology, data analytics, and customized dashboard reporting. Protocol Global Solutions has over 2,200 employees in 8 locations across the U.S. and internationally. Learn more at

About The Palomino Group
The Palomino Group (The Palomino Group Health Care Consultants, LLC) is a leading service provider that offers reimbursement, pricing and commercialization consulting services to biotechnology, pharmaceutical, medical device, and other healthcare organizations. Based in Minneapolis, the company works with client healthcare companies to provide expert reimbursement and commercialization support services for new and existing drugs, biologics, and healthcare technologies. The company is heavily focused within oncology and other key disease arenas. Learn more at


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