TwelveStone Health Partners is a specialty infusion provider. Founded in 2016 with faith at the center of its values, the company provides chronic care medication management and infusion services to patients with complex, long-term conditions. Today, TwelveStone operates 32 ambulatory infusion centers across eight states, along with home infusion services and a URAC-accredited specialty pharmacy, with ambitious growth plans for the years ahead.

The Challenge

Infusion providers sit at the end of a long chain in the healthcare system, inheriting everything that went wrong upstream. Incomplete referrals arriving by fax, unclear payer policy, new-to-market drugs without coverage guidelines, and contracting that dictates how a drug must be billed and authorized land on the intake team.

On top of that, infusion admin teams carry the responsibility of communicating and coordinating with patients and their prescribers. As Michelle Butler, Project Manager at TwelveStone put it, that results in her team playing the roles of social worker, translator, and caregiver on the way to getting a patient on therapy in a timely manner.

At TwelveStone, that work was spread across four teams and roughly two dozen people, each only able to see their own piece of the workflow.

"There were a lot of small silos," said Michelle, who previously ran intake before moving into project management. "Each team knew their piece and nothing else."

Initial patient contact (IPC), benefits verification (BV), and medical policy review (MPR) were chronic backlogs. IPC typically ran ten days behind, with a referral taking about 16 days to reach prior auth submission. BV alone meant staff sitting on hold with payers for 45 minutes or more per call. And MPR took eight days, with staff manually Googling payer policies and reading the clinical notes to see whether the two matched.

None of it was going to survive the growth ahead, so TwelveStone went looking for an automation partner.

Partnering with Tennr

“It was night and day,” said Jason Stone, Director of IT and Infrastructure at TwelveStone, when describing what it felt like to partner with Tennr.

It wasn’t just the software that quickly impressed them, but it was who was on the other side of the table.

Tennr’s implementation process gained TwelveStone’s trust early on. The Tennr team not only understood their workflows, but proposed optimizations that would start clearing backlogs sooner. TwelveStone asked for an aggressive timeline, and Tennr built one and hit it.

Together, Tennr and TwelveStone rolled out the full product suite in stages, validating their performance, and expanding only when each stage proved itself. Where TwelveStone's workflows exposed a gap, Tennr built for it, and those needs went on to shape the product roadmap.

"It feels like we've been working with you guys forever," Michelle said. "It's a good marriage."

The Results

Since going live, TwelveStone has:

• Sped up time to first patient contact from 10 days to same day
• Cut time from referral to prior auth submission by roughly 70%
• Reduced average medical policy review time from eight days to under one
• Doubled prior auth output in half the time
• Kept pace with >3X organic growth in monthly infusion volume

Since implementing Tennr, TwelveStone has kept growing without growing their team at the same rate. They are still hiring, just nowhere near the pace that growth would once have demanded.

Most recently, TwelveStone has expanded the partnership by implementing two of Tennr’s newest product modules: Automatic Phone Calling and the Prior Authorization Manager.

Automatic Phone Calling:

TwelveStone put Tennr's Automatic Phone Calling product on two workflows. Initial patient contact conducts welcome calls and confirms medications, allergies, prior therapies, and insurance details missing from the referral, then walks the patient through what happens next. And with Tennr's Insurance Benefits Manager, benefits verification calls are handled automatically, handling the calls that used to consume entire shifts on hold.

Automatic Phone Calling has helped TwelveStone clear its backlogs. For infusion providers, reaching a patient sooner also means reaching them at all. The longer a patient goes without hearing from anyone, the less likely they are to convert onto treatment. That same day contact means patients are no longer left in the dark.

Prior Authorization Manager:

Tennr’s Prior Authorization Manager is also helping TwelveStone submit cleaner authorizations, faster. When asked about the prior auth workflow with Tennr, Michelle said, “we are doing double the work in half the time.”

With clinical qualification happening upstream inside Tennr, submissions go out complete.

Faster first contact, sub one day medical policy review, and cleaner prior auth submissions compound into the metric that matters most: how quickly a referred patient gets from script to seat.

What’s Next

TwelveStone expects to reach 40 infusion centers by the end of the year, with 20 more clinics planned for the year after. The referrals will still arrive by fax, still incomplete. The patients will still be sick, frightened, and unsure who is calling them. None of that is TwelveStone's to fix.

What they can control is what happens after a referral lands, and how fast. So the pattern continues: TwelveStone brings Tennr the next bottleneck, and the two teams build for it.