Optimizing member experiences
CVS Health is dedicated to delivering the best member experience across the health care journey. Through a series of personalized touchpoints informed by data, we meet members where they are to provide seamless support. These interactions are enabled by our unmatched connections with providers, pharmacists, nurses, and others across the health care delivery system and focus on providing extra guidance to those who need it most.
We’re committed to providing simple, straightforward, and personalized experiences, focusing on:
- Being proactive and supportive
- Making experiences easy and clear
- Helping members maximize their benefits and minimize costs
We attribute our high satisfaction ratings to our commitment to improving member experience over time, leveraging feedback from our Net Promoter System to uncover areas of opportunity and take bold actions. These insights help us ensure members start with confidence, have an easy experience, and get the support they need throughout.
96% overall member satisfaction rate*
The Caremark difference
We design member experiences that deliver what members truly want from their pharmacy benefits and exceeds their expectations. See how our solutions can help improve your members’ experience.
Featured solutions
Affordability
Lowering out-of-pocket costs to help increase satisfaction and improve adherence
Member journey
Supporting your member's journeys
Designing member experiences that deliver what members truly want from their pharmacy benefits and exceeds their expectations.
[Instrumental background music plays. Text description follows.]
CVS Caremark
Supporting your members’ health journeys
We design member experiences that deliver what members truly want from their pharmacy benefits and exceed their expectations.
Starting the journey with confidence
Members want:
to get the medications they need – without disruption
the right communications at the right time
no surprises along the way
How we deliver:
personalized and proactive onboarding
support with mail order, formulary and prior authorization transitions
high-touch outreach for members with complex conditions
Making it easier every step of the way
Members want:
convenient ways to get their medications
the medications they need, at the lowest out-of-pocket cost
help understanding cost and coverage
How we deliver:
member access to a broad pharmacy network
provider access to member coverage information so they can recommend the most affordable option
simple and clear communications
Providing support when needed
Members want:
help managing complex health conditions
to be surrounded by expert care, personalized support and helpful tools
How we deliver:
a compassionate, empathetic approach
clinician access to real-time data
digital tools to help members manage their health
96% overall member satisfaction
CVS Caremark
[Music fades, video ends.]
Solutions to support your members’ unique health journeys
*Member Experience Survey - CVS Caremark, 2023.