The Importance of Member Satisfaction

When it comes to employee benefits, we know that satisfied employees are more productive, engaged, and likely to make better day-to-day decisions regarding their work and home lives. In the increasingly complex world of pharmacy benefits management (PBM), achieving a balance between cost savings and positive member experience can make all the difference - but why settle for one or the other? Why not both? SmithRx is committed to providing not just cost-effective solutions but also a member experience that drives better health outcomes, improves engagement, and fosters long-term satisfaction. As a transparent, modern PBM, SmithRx stands out in delivering superior support to clients and their members while helping them save money.

Let’s dive into why focusing on member satisfaction is important for organizations big and small and explore some practical tips on evaluating PBMs.

The Power of a Positive Member Experience

It’s no secret that when employees are happy with their health benefits, they’re more likely to use them optimally. But what does a positive member experience look like in the context of pharmacy benefits? For large enterprises, especially ones with a large, diverse workforce, creating a seamless, user-friendly experience is crucial. Employees need easy access to medications, clear information, and the support to help them make informed decisions about their health. A positive member experience not only translates to happy employees but also reduces administrative costs, improves health outcomes, and leads to overall savings for your organization.

At SmithRx, we’ve made member satisfaction a core part of what we offer. We understand that employees value convenience, speed, and accessibility so that’s why we’ve invested heavily in improving our member experience in 2024 and are continuing to do so in 2025.

2024 Wins: Metrics that Matter

We are proud of the strides we’ve made in 2024 to enhance member experience and the results speak for themselves. Here are some key statistics that reflect our ongoing commitment to excellence:

• 4.4 / 5 Member Satisfaction (MSAT) Score: Our Members consistently report high levels of satisfaction, reflecting the positive experiences our members had with our services.
• <7 seconds Average Wait Time for Support Calls: Time is of the essence when it comes to customer service. Our average wait time is under 7 seconds, ensuring that employees get the support they need, fast.
• 95% Seamless Transitions: When transitioning to SmithRx, 95% of members experience no disruption at all, ensuring they can continue accessing their benefits without interruption.

These results are a testament to our focus on delivering an exceptional experience for your employees, ensuring they’re able to navigate their pharmacy benefits with ease.

Key Member Experience Questions to Ask

Choosing the right PBM for your organization is about more than just cost-effectiveness. It’s about finding a partner and provider that aligns with your goals and values, especially when it comes to member experience. Here are some key questions you should ask when evaluating a PBM and their approach to member experience:

1. How does the PBM prioritize member satisfaction?

Member satisfaction should be a high priority for any PBM. Members deserve clear communication, easy access to their medications, and response customer support for any questions or concerns that they might have. Before selecting a PBM, ask about their approach to ensuring a positive member experience.

2. How does the PBM resolve member complaints or issues?

In the complex world of pharmacy benefits, problems can occur from time to time. It's important to know how a PBM handles complaints, feedback, and issues as they arise. Are there clear, accessible channels for members to share their experiences? Does the PBM use member feedback to continuously improve?

3. How good is the PBM’s customer support?

Customer and member support is one of the most important  aspects of the PBM experience, and this is especially true in regards to larger enterprises. How responsive is the customer service team? What are the service hours? What are the average wait times for support calls? At SmithRx, we pride ourselves on delivering quick, effective support, our <6 second wait times are just one example of how we prioritize customer service.

4. Are there educational and support resources available to members?

A PBM that invests in member education and engagement will help your employees make informed decisions about their medications, and overall health. Look for PBMs that provide easy-to-use digital tools, personal support services, and educational resources, ensuring your employees get the best member experience they can have. At SmithRx we have different trainings and webinars to help our clients better understand how we work. 

5. What’s the PBM’s track record for program execution?

Many PBMs claim to offer programs that help members get the best treatment at the lowest cost, but execution is key. It’s essential to evaluate whether a PBM can effectively implement these programs and whether they’ve demonstrated measurable success in doing so. Good intentions are nice, but execution and results are key when it comes to member satisfaction. 

Here at SmithRx, we are proud to offer Connect 360, a collection of innovative cost-saving programs that ensure members can access their medications while maximizing savings. We are constantly updating these programs to make sure our members receive the best possible care and adding new ones like our GLP-1 and Multiple Sclerosis (MS) programs.

A Partnership Built on Trust and Satisfaction

Choosing the right PBM is a crucial decision with far-reaching implications for your entire organization. It's an investment in your employees' well-being and a strategic move that requires careful consideration.

Partnering with the right PBM goes beyond simple cost savings. It's about providing your employees with the necessary tools and resources to manage their health effectively. It's about ensuring that they have access to the medications they need, when they need them. It's about offering comprehensive support and guidance to navigate the complexities of the healthcare system.

SmithRx understands that a successful PBM partnership is built on a foundation of trust, transparency, and a shared commitment to member satisfaction. We recognize that cost-effectiveness and member satisfaction are not mutually exclusive. Our commitment to delivering a top-tier member experience is evident in our 2024 results, including a high MSAT score, minimal wait times for support, and a smooth transition process. By choosing SmithRx, you are selecting a PBM that prioritizes both, delivering a comprehensive and sustainable solution that benefits your entire organization. If you have further questions or concerns, we’ve created a comprehensive PBM evaluation guide to help you ask the right questions and better decide what is right for your organization.

Ready to enhance your pharmacy benefits strategy in 2024? Contact us today and let us start a conversation about how we can elevate your PBM experience.

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