A health system and health plan serves 540,000 members statewide through a provider network of nearly 30,000 doctors and 100 hospitals. The system wanted to engage more members in its mail-order, retail and specialty pharmacies. We collaborated with the client to build a sustainable, highly effective member and patient outreach program to grow prescription volume and engage patients.
Using robust data analysis, our Share of Health™ program compared our client’s pharmacy services to those offered by national pharmacy chains and determined that convenience and cost were the two main driving factors behind consumer’s choice of pharmacy. We found that compared to the national chains, the client offered convenient fulfillment options and competitive pricing.
Through analysis of first and third-party data, our Share of Health™ program identified which patients and health plan members would be most likely to utilize mail-order, retail and specialty pharmacy services. We also charted a patient’s typical experience in a clinic and identified where and when they would be most willing to learn about certain pharmacy services.
Utilizing a combination of emails, interactive quizzes and direct mail, we launched a personalized communication campaign to educate members about the benefits of mail-order pharmacy services, including free home delivery, substantial copay savings and fewer trips to the pharmacy.
To maximize the impact of every patient touch point during the patient journey, we created a “Clinic Ambassador” program that trains prescribers, pharmacists, nurses and clinic staff to educate patients about the benefits of the client’s pharmacy services. Our team also integrated electronic medical record Best Practice Alerts into clinic workflows to prompt reminders for clinicians.
During implementation, we collaborated with the client’s pharmacy customer service teams to ensure follow-through with patients who were referred by physicians.
