What does 360 member support mean for you?
It means meeting every members’ needs from every angle. It means empowering your members to make educated decisions about their care, so they feel confident and in control. And that means healthier outcomes, happier members and lower costs for you.
[Visual cue] MUSIC – upbeat, bright, and emotive. Open with CVS Caremark logo. Text on-screen scrolls through: “Making service– empathy – personal support the center of Rodney’s story”
Footage shows Rodney, a CVS Caremark member, outside in a garden. VO: When a CVS Caremark customer care rep helped him get back to giving back with a new glucose monitor
[Visual cue] Rodney walks into his community center. VO from Rodney: “When I knew that the representative was listening, I felt at ease …”
[Visual cue] Rodney sits with his community and helps in the community garden Text on-screen reads: “Condition-specific support”
VO from Rodney: “I felt like a burden was being lifted and I felt really relaxed that now I can get what I need
[Visual cue] Rodney checks his glucose levels at home
Text on-screen reads: “Help staying on track” VO from Rodney: “It’s an exhilarating feeling that they really care”
Text on-screen reads: guidance – patience -- expertise
[Visual cue] Image fades into CVS heart and logo with text on-screen: “More care in every story”
Members feel taken care of
Members like Rodney can better manage their conditions when they get specific answers, because it helps them start the right therapies and stay adherent. That drives your costs down and keeps member satisfaction high.
93% overall member satisfaction
99.2% of issues resolved on the first call
5% reduction in call times
90% of PAs (prior authorizations) resolved in under 24 hours
How personal support makes a difference
Connecting when it counts
Your members interact with us when and how they want: if they’re overwhelmed and need help understanding prescriptions, identifying risks and getting records or even proactive screenings. Our experienced Customer Care teams reach out to help with adherence and give extra support during milestones like onboarding, new Rx or benefit changes. All this means 23% less member disruption.
Better experiences and outcomes
We help members understand their plans. Everyone across different CVS Caremark teams can see member info and work to resolve concerns, proactively or once they reach out. Since we’re ingrained in the electronic health record (EHR) system, we share critical info between members and providers seamlessly, in ways other pharmacy benefit managers (PBMs) can’t. This lets them discuss treatments and what’s in or out of network, showing 7.2% more adherence.
Support without delays
We’re innovating better support models that improve how your members get help — like reducing call times 5%, streamlining the PA process and offering intuitive tools so members can find answers on their schedule.
I value being supportive and helping others. So when other people do it, it’s a beautiful thing
— Rodney, a CVS Caremark® member
What’s new in the pharmacy benefits world?
Find out what’s new and next so you can stay on top of what you need to keep members healthier and reach your goals.
Get in touch
Let us know if you want to learn about giving your members more access to the medications that keep them healthier.