High-Touch Outreach
Extra support to welcome and onboard new plan members who need it most
Some members require extra support, especially those managing complex or chronic conditions and/or taking several therapies. That’s why we’ve created a white-glove welcome that features proactive, personal contact before their new benefits become effective.
High-Touch Outreach: Additional support for members who need it most
- Early identification - Identifying members who need greater support
- Proactive outreach - Calling and assisting with transition and setup
- 1:1 concierge service - Helping members maximize their plan resources and get started using digital tools
- Ongoing support - Making sure members feel supported every step of the way
Members experience a journey designed to inform, guide, and enable them to get the most from their new prescription benefit plan. With timely points of contact based on individual needs and plan design, they are supported and empowered throughout their transition and beyond.
23% less member disruption*
We proactively call identified members to help them get started, resulting in a positive experience that minimizes disruption.
Ensuring a smooth transition with High-Touch Outreach
Download this executive summary to learn more about High-Touch Outreach.
Contact your account team for more information on how we can support members with complex conditions.
Contact us
*Defined as the percentage of targeted members who experience Rx rejects in the modeled segment of the new-to-Caremark high-touch onboarding outreach campaign. CVS Health Analytics, 2023.