Access
We administer a variety of network strategies to give members the convenience they want, while still ensuring we meet our clients’ unique needs. We have a broad pharmacy network consisting of all national chains and most independent pharmacies. Our managed network designs can reduce pharmacy redundancy without reducing access. Depending on the demographics of your plan population and geographic location, member-based networks and our Exclusive Choice Network also can deliver savings.*
The power of choice results in easier access, increased adherence and reduced stress
Members want to choose how they receive their medication – especially those taking complex specialty medications, many of which require strict shipping and handling conditions. Extreme temperatures can result in medications losing their potency if not stored quickly enough, which left some members feeling uneasy. Our integrated model allows us to give members the option of picking both their maintenance and specialty medications up at their local CVS Pharmacy or having them delivered.
94% of members value choice in how they access their medication**
Due to our size and scale, we’re the only pharmacy benefit manager that can offer this capability to members.
Featured solutions
Point Solutions Management
Case study
Addressing specialty pain points to improve the member experience
A national employer was having client service and specialty member experience challenges with their PBM. With the goal of improving the employee experience, they went to bid.
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CVS Caremark.
Employer Case Study: Addressing specialty pain points to improve the member experience.
Situation.
Large national employer went to bid after experiencing client service and member experience issues with their previous PBM.
The prior authorization and appeal processes were pain points, as was a lack of electronic clinical communications.
Solution.
We collaborated to create: a connected specialty drug service model, a broader pharmacy network, an in-house member concierge line, enhanced digital tools, and customizable strategies to improve the member experience.
Focus on specialty member experience during implementation.
Results.
CVS Caremark selected as new PBM.
Successful implementation and partnership:
Received an implementation satisfaction score of 100%.
Experienced timely issue resolution.
Helped enhance the member experience.
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* Subject to applicable laws.
**94% value choice in how they receive their medication: CVS Specialty Book of Business Performance Guarantee Report Card, 2023. All statistical testing is performed at a 95% confidence level. Overall satisfaction represents percent satisfied or better on a 5 point scale.