Support
Being connected in care is critical to improving the member experience. Our ability to meet members where they are, and to engage their providers, CVS Health clinicians, and CVS pharmacists in real time creates more access to critical data. This leads to more opportunities to improve care while helping to lower costs.
Supporting members when they call us
When members call, they’re often overwhelmed. Whenever possible, we hire Customer Care representatives who have caregiving experience and train them on cultural sensitivity so they can guide members with patience and expertise.
We also invest in solutions like Intelligent Agent (IA) that make it easier for members to get answers.
Providing additional support to those who need it most
Specialty patients have complex health conditions – and needs. Our connectivity in the care system helps us better support their therapy journey.
CVS pharmacists, Specialty nurses, and MinuteClinic nurse practitioners are able to share critical information with members’ providers via electronic health records (EHRs) – whether it’s lower-cost drug options, visit summaries, or other member concerns – in a way no other pharmacy benefit manager can.
New technology allows us to verify benefits and coordinate the prior authorization submission process with minimal outreach to providers. This helps patients get started on therapy sooner.
Our connected model means that we can deliver better experiences, outcomes, and cost savings when our programs work together.
99.2% first call resolution rate*
Over 80% of CVS Specialty patient records are visible via EHR connectivity**
More than 96% of CVS Specialty patients have opted into digital messaging***
Featured solutions
High-touch outreach
Case study
Creating collaborative care transitions program post-hospital discharge
A large medical center formed a Congestive Heart Failure (CHF) Transitions Clinic to support newly discharged patients and reduce readmissions, partnering with us to provide the care management infrastructure to reach qualified patients.
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CVS Caremark.
Medical Center Partnership Case Study: Creating collaborative care transitions program post-hospital discharge.
Situation.
A large medical center formed a Congestive Heart Failure (CHF) Transitions Clinic to support newly discharged patients and reduce readmissions.
Approach.
They partnered with CVS Health to provide the care management infrastructure to reach qualified patients.
CHF Transitions Clinic is the outpatient follow-up destination for many patients in the program.
Medical Center & CVS Health teams ensure seamless, bi-directional transfer of information.
Solution.
Focus on patient medication reviews and education for 14 days following discharge.
Follow up with care management support for 30 days including: home health coordination, nutrition counseling, symptom/pain management, and transportation assistance.
Results.
Reduced 30-day readmissions for 1,500 patients discharged with a primary diagnosis of CHF.
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