Transforming Medication Access: How the MAC Program Is Redefining Support for Clinicians and Patients
In the ever-evolving world of healthcare, operational efficiency is crucial for delivering high-quality, effective care to our patients — but often, behind the scenes, administrative burdens weigh heavily on clinicians and the in-clinic teams, detracting from the overall patient and clinician experience. At Mass General Brigham’s (MGB) Medical Group, one groundbreaking initiative, the Medication Access Coordinator (MAC) program, is helping to lift that weight.
Originally launched in 2022 at MGB Integrated Care practices, the MAC program was designed to streamline the overwhelming volume of prescription refill renewals, prior authorizations and pharmacy-related inbox tasks that providers faced daily.
The time clinicians were spending on these administrative processes was contributing to burnout and delays in patient access to necessary medications.
Considering the viable solutions, the Pharmacy Services team decided to pilot the idea of embedding expertly trained MAC team members directly into clinical workflows — providing pharmacy-aligned support that ensured efficiency, safety and standardization.
The program was modeled after successful medication access programs at Brigham and Women’s Hospital and Wentworth-Douglass Hospital, and developed under the leadership of Jevon Oliver, PharmD, MS, director of Ambulatory Pharmacy Services, and Themio Papadopoulos, PharmD, CACP, Clinical Pharmacy manager. Kaelin Penoyer, who started as the program’s first MAC and currently serves as a MAC supervisor, has been instrumental in shaping the role program into what it is — helping to guide training, mentor new team members, and support the program’s continued growth. What began as a small pilot has now evolved into a robust, system-supported model, with a team that will soon include nearly 70 MACs across the MGB Medical Group and MGH Primary Care.
A proven model that works, designed with clinicians in mind
The early results of the pilot were clear — with the implementation of the MAC program, prior authorization turnaround times dropped; refill turnaround times were standardized; inbox volumes significantly decreased; and both clinicians and patients reported improved satisfaction with medication access.
With such success, the program began expansion across the Medical Group in 2023, building the infrastructure to ensure long-term sustainability.
Today, each MAC handles a monthly workload that varies based by site but typically includes over 700 refill renewal requests, 200 prior authorizations, 400 Epic messages, 300 pharmacy faxes and over 15 hours of phone time — totaling over 300 hours of administrative work per month. While the scope of the work continues to grow, the core value of the program remains clear: giving time back to the in-clinic team. By absorbing these tasks, MACs allow physicians, advanced practice providers, nurses, and medical assistants to focus more fully on patient care.
“I am so proud to say that what began as a location solution within the MGB Integrated Care practices to solve growing pain points has now evolved into a scalable, system-supported infrastructure that we hope continues to help clinical teams and improve patient’s access to medications.” said Oliver.
From the start, clinician and clinic staff feedback played a pivotal role in shaping the MAC program. A survey highlighted a clear demand for dedicated support with medication prior authorizations, prescription renewal requests, cost inquiries and pharmacy faxes, leading to the development of workflows that integrate seamlessly into primary care practices.
“Their feedback helped shape our workflows, training structure and communication model,” Oliver said.
Expansion and innovation: MGH and beyond
The MAC program’s growth has not just been operational — it has also received financial support. Through the Clinician Experience initiative, the Medical Group secured funding for 20 MAC full-time equivalents, with MGH investing in 12 MACs to support medication access staffing.
“Before this formal funding, we built the early model through grassroots efforts — working with practices to repurpose open MA positions into MAC roles, often filled by MAs or pharmacy technicians with a strong understanding of clinic workflows, retail pharmacy, and access challenges,” Oliver said. “That scrappy start helped us demonstrate value and gain the support needed for formal investment and system scaling.”
This additional support will enable the MAC program to scale to support critical areas of need. Next up is expanding to Massachusetts General Hospital (MGH) — a major milestone.
“With MGH’s size, complexity and commitment to care quality, MGH is an ideal next site,” Oliver said. “Melissa Ortega, MGB chief pharmacy officer, spearheaded the idea to incorporate MGH’s practice into our model to streamline efforts and prevent the need for them to build a program on their own from scratch.”
Additionally, the program is preparing to launch a centralized GLP-1 Prior Authorization Hub in June 2025 — a MAC-led initiative focused on managing the increasing volume of prior authorizations for GLP-1 medications. This marks the first medication-class-based Hub, proving the potential for future centralized efforts.
Looking ahead
The MAC program is constantly evolving to enhance support for our clinicians and our patients. Upcoming initiatives include:
- Virtual MAC visits for patients with complex affordability needs
- Enhanced insurance navigation, including manufacturer support and co-pay assistance
- AI-powered workflow tools to streamline prior authorizations and identify access gaps
- Expanded collaboration with clinical pharmacists, supporting targeted population outreach and patient follow-up tied to collaborative drug therapy management (CDTM)
At its core, the MAC program is more than just a solution for efficiency. It is a story of collaboration, innovation and transformation — a testament to what is possible when health system challenges are met with forward-thinking solutions.