Dec 18, 2025
Optima Dermatology leadership faced a familiar but growing problem: how to keep delivering a personal, “high-touch” patient experience while managing an increasing number of biologic prior authorizations (PAs).
The team’s commitment to patient access and satisfaction meant that adding automation couldn’t come at the cost of human connection. As Melissa Morgan, Optima’s Director of Patient Experience, put it:
“We wanted to grow, but not by endlessly adding staff. We needed a smarter way to handle biologics and prior authorizations while keeping our high-touch patient model intact.”
That’s when Optima discovered Tandem, a platform that uses AI to automate PAs, appeals, and patient communication.
Location
Indiana, Maine, New Hampshire, and Ohio
Size
60+ clinicians
Specialty
Dermatology
The Challenge: Growth Without Scale Fatigue
Before implementing Tandem, Optima Dermatology’s highly talented access team (biologics coordinators) was stuck doing a lot of manual work.
By the time they discovered Tandem, they already had a backlog of 500+ outstanding to-dos.
Hold times with payer often stretched to 30 minutes per call, and payers would only be able to discuss 1-2 patients per conversation.
Each payer had different process rules, making it hard to forecast staffing needs or maintain consistency in Optima’s approach.
The growing administrative load stretched both employees and patients. Optima’s leadership knew that, to scale successfully, they needed a system that could automate repetitive tasks, improve visibility, and maintain communication quality – all without losing the human touch.
“We love Tandem’s level of agility, that’s really exciting.”
— Melissa Morgan, Director of Patient Experience
Efficiency that Leads to Better Patient Experiences
The transformation was immediate:
Backlog cleared: Hundreds of open tasks reduced to zero.
Turnaround times improved: All prior authorizations are initiated within the same day.
Knowledge clarity: The ever-changing variability across payers and drugs is now managed by Tandem, which autopopulates the right forms.
Better patient communication: Patients now receive proactive text updates about their medication status, reducing uncertainty and eliminating “phone tag.”
“One of the big things we love is the fact that patients are being kept in the loop throughout the process.”
— Melissa Morgan, Director of Patient Experience
For physicians, the rollout was effortless.
“It was absolutely seamless to the point that I didn’t even realize the rollout had started.”
— Dr. Gregory Delost, Cleveland-Based Optima Dermatologist
For Dr. Delost, the value of Tandem is clear:
“It reduces delays in care between Rx being written and delivery to patients. Tandem is a holistic, integrated solution. It’s a no-brainer. We need to be in front of patients, not behind computers.”
Dr. Scott Guenthner, Founding Physician of Optima Dermatology and Founder of the Dermatology Center of Indiana, underscores the philosophy behind the change:
“Our goal was to integrate technology in a way that enhances – not replaces – the high-touch experience our patients value.
Tandem enables us to streamline prior authorizations while preserving the meaningful communication and personal attention that define our standard of care.”
A Scalable, Human-Centered Model for Growth
Optima’s partnership with Tandem shows what’s possible when AI meets patient-centric design. By integrating automation into existing workflows, the practice achieved measurable gains in efficiency, employee satisfaction, and patient access.
As Optima continues expanding, Tandem remains a key operational partner to help them grow without growing their administrative load.
“Tandem set the benchmark for what a true partnership looks like. It’s not just about automation – it’s about collaboration and continuous improvement.”
— Melissa Morgan, Director of Patient Experience
Supporting Your Practice
If your dermatology or specialty practice is ready to streamline prior authorizations and accelerate access to therapy, sign up your practice for Tandem today or book a demo to learn more.