2025 Peak Season Customer Experience: Delivering Exceptional Service to Our Members

As 2025’s peak season draws to a close, we’re excited to reflect on how SmithRx partners, small and large, received exceptional service. From onboarding new groups to handling member inquiries, the first month of the year has highlighted our steadfast commitment to providing our members and clients with a smooth and supportive experience.

In this blog post, you’ll find examples of  how we deliver on our promise of excellence and commitment to continuous improvement. Let’s dive in!

New Client and Member Onboarding Experience

January marked a busy time for onboarding new groups and members. This year we onboarded 30% more clients compared to January 2024. With each new group, we worked hard to ensure that employers and members had (and continue to have) access to the support and resources to navigate the start of the year.

From timely benefit updates to clear communication about available services, we made smooth transitions a top priority to ensure members receive the lowest cost prescriptions on time and without disruption.

Member Support: Key Metrics

Throughout the peak onboarding season, we kept brokers and clients informed regarding our service performance. Here are some key metrics that demonstrate our commitment to customer service and member satisfaction.

• <7 seconds: Average call wait time 
• 4.5/5: Member support satisfaction score

Addressing Member Needs

Clients and members have access to various communication channels, in-house support teams - including bilingual support, as well as a suite of online tools and resources. Members get comprehensive support every step of the way.

Here are some examples:

• Dedicated agent assigned to every case: Members are paired with a dedicated agent who handles their case from start to finish.
• Direct real-time support: Members can quickly reach our support team via phone or email for real-time support.
• Regular follow-ups: After resolving the initial issues, our agents schedule regular follow-up calls to ensure that members are satisfied with their experience.

To further enhance the member experience, we leverage powerful tools like our member portal and Connect 360 programs.

Member Portal - Self-Serve Resource

SmithRx’s Member Portal is an intuitive, online feature that allows members to better manage their pharmacy benefits and access the information and resources they need. This year we saw record engagement of members taking advantage of its features such as:

• Member ID Card: Members can access and add their member identification card to their digital wallet.
• View Claims and PA Status: Members can view prescription claims and get prior authorization (PA) status notifications so they’re never left guessing.
• Plan Usage Tracker: Members are able to easily track total spend against their plan deductible and out-of-pocket limits and total spend breakdown.
• Find my Meds: One of our most popular tools, this feature allows members to search for the lowest price pharmacy near them.

Connect 360 Outreach - Lowest Costs Guaranteed

SmithRx’s Connect 360 Program works to reduce prescription costs by transitioning members to the lowest cost drug options, ensuring affordability and accessibility. Agents guide members step-by-step through the Connect 360 enrollment process and our in-house teams work to actively ensure that each member is getting the best savings possible and continuously looks for additional savings. Through specialized GLP-1 and Multiple Sclerosis (MS) programs, SmithRx focuses on member savings and makes sure that members receive the care they need without the burden of high out-of-pocket costs.

Weekly Updates

In addition to the metrics that we shared, brokers and clients were informed about ongoing service updates. They received weekly communications with insights into service performance, trends in member inquiries, and resolutions to escalated issues. 

During the first week of January, service challenges were addressed, such as home delivery delays due to inclement weather in areas across the country where delivery services were impacted or suspended. In such cases, we worked with members to find alternative pharmacies where they can refill their medications.

Training and Resources

It’s pivotal for brokers and clients to stay informed, ensuring they understand how to take advantage of savings programs, especially during this transitional time. To support them, we hosted educational webinars and training sessions designed to help them better serve their members. 

Our offerings include:

• Disruption Reporting Training: A webinar focused on identifying and addressing disruptions in real-time, educating brokers and employers on how to navigate issues like benefit coverage interruptions.
• Connect 360 Programs Training: A session designed to help our partners understand the Connect 360 programs, so they can better assist members.
• Invoice Overview Training: A training session aimed at demystifying our invoicing process, helping our partners understand the different fees, credits, and billing models that affect their healthcare plan’s pharmacy spend.

Delivering On Customer Satisfaction

The 2025 peak onboarding season shows what partners and members can achieve when they choose SmithRx. Through robust support channels, comprehensive educational resources, and regular communication, we were able to help ensure that brokers, employers, and members had the support they needed throughout this busy month. Our in-house teams, which include Customer Experience, Clinical, Connect Outreach, and Account Management provided stellar support to each of their respective audiences. 

Peak season is an important time and an opportunity for us to provide our partners and members with a strong start to the year - but it doesn’t end there! Our partners and members can continue to expect ongoing communication, strong support, and educational resources throughout the year to ensure their needs will be met and any issues that arise will be addressed.

At SmithRx, we know that pharmacy benefits are more than just transactions - they’re about ensuring that each member’s experience is seamless, efficient, and stress-free. Speak with a representative to learn more about the benefits of partnering with a modern, transparent PBM.