Medical Economics interview with Dean Erhardt, CEO of D2 Solutions
Prior authorization delays and a confusing patient journey are pushing people to postpone or abandon the care they need. It's a problem for outcomes and for healthcare at large, and it's a symptom of much bigger shifts happening across our industry.
In a recent interview with Medical Economics, Dean Erhardt, President and CEO of D2 Solutions, sat down with Richard Payerchin to talk through the data behind those delays, why patients feel lost in the process, and how technology (including AI) will have to carry more of the load as workforce shortages worsen.
The conversation builds on D2's 2026 national Patient Access Barriers survey, which found that 21% of patients delay starting a prescribed therapy because of access issues and confusion. Other findings include:
22% said the prior authorization process took significantly longer than expected
38% received little or no communication while waiting for approval
47% said a lack of transparency left them feeling anxious and uncertain
46% were unaware that manufacturer support programs even existed
15% reported actually using one of those programs
When a payer denies a prior authorization, offices are rarely told why. Getting the right information to the payer up front can reduce a multi-day (or multi-week) delay to hours.
A newly diagnosed patient may hear from their physician's office, pharmacy, prescription manufacturer program, and insurance company. None of them speak the same language. Real-time, coordinated guidance is what turns healthcare’s chaotic processes into a smooth experience for the patient.
With physician, nursing, and broader healthcare worker shortages projected to worsen through 2030 and beyond, Dean argues that technology is the only way to keep up with rising demand from an aging population.
AI is moving forward whether organizations engage or not. A modest, recurring investment in training staff is far cheaper than letting the skills gap widen over time.
From healthcare deserts to patients who can't take three hours off work, the system needs telehealth and digital touchpoints that meet people where they are.
Dean states that the friction around Prior Authorizations is largely self-inflicted. A form gets submitted on a payer's standard template, comes back denied with no clear rationale, and the office is left to guess what changed or call a payer line where the guidance varies from one representative to the next.
D2's answer is to solve for the problem before submission. UltraTouch® Verify examines the specific requirements for each product-payer combination and flags out-of-range, mismatched or missing data before a submission ever reaches the payer. Because the vast majority of denials are administrative rather than clinical, catching those errors up front is what supports D2’s first submission approval rates of 75%+.
Dean is optimistic about adoption. The generation now entering retirement has spent 30 years on laptops, smartphones, and tablets. They're far more comfortable with technology than the assumptions suggest. Pair that with the rise of digital therapeutics and wearables, we can already see how patients are increasingly open to digital tools or even AI as part of their care.
For independent practices, the message isn't to "spend millions," it's to make deliberate, manageable investments and to choose tools intuitive enough to learn in 15 minutes. The alternative is a skills gap that only gets more expensive to close.
The complete Medical Economics interview covers prior authorizations, patient confusion, the workforce shortage, healthcare deserts, and what Dean would like to see for primary care investment.
Whether you're a manufacturer, health system, or pharmacy, D2 can help you cut PA friction and guide patients to better care.
Dean Erhardt is President and CEO of D2 Solutions, a healthcare consulting and technology company focused on market access, reimbursement, and patient support. With decades of experience across pharmaceutical and specialty healthcare, Dean helps manufacturers, pharmacies, and health systems reduce friction, manage risk, and expand patient access through a combination of expert consulting and SaaS technology.