express-scripts.com Capabilities

Transcription

1 express-scripts.com Capabilities Client Presentation Q

2 Delivering a World-Class Member Experience Through simple, empowering digital experiences IMPACT Members who use digital are 23% less likely to have a gap in care.* 4.3 out of 5 satisfaction rating by members who used chat.** More options & Self-service Chat & text capabilities Enhanced readability Quick links & guest flows Today was the first time I reordered a script via the member shortcuts; they are awesome easy thank you. - Current Member * Based on 2016 analysis. ** From exit survey. Supporting conditionspecific programs 2

3 Making information available wherever and whenever Simple landing page Intuitive site navigation Interactive mobile app Multiple ways to get started Easy to Use Self-Service Tools Checkout anytime from any page Print forms, ID cards, claims 3

4 Connecting to Express Scripts is quick and easy with multiple ways to register Members register one time, then simply log in. Single-click to popular actions 4

5 Enhancements to Pre-Login Single-click to Refills Subject to change. Not all functionality shown here is available. Note: When viewed in Slide Show the order flow is presented. 5

6 Expansion of Pre-Login Functionality Single-click to View a Balance 6

7 EXPRESS-SCRIPTS.COM Registration Simple steps 41% of members prefer using their SSN rather than their member ID number Register using member ID number or SSN Create username & password Begin customized member experience immediately 7

8 Informative and actionable home page Order status is #1 REASON members visit the website. Provides a one-stop shopping experience Offers the services patients expect right up front Order status with tracking Refilling a prescription Enrolling in automatic refills Visibility to home delivery savings Transferring a prescription to home delivery Navigating to anywhere in the site 8

9 HOME PAGE Navigation from every page Easy drop-down menus. Intuitive flows. Tested design. 9

10 Order Status gives members real-time visibility Clear, detailed order status Actionable selfservice messages Track shipping Real-time order confirmation 10

11 Automatic Refills makes it easy to remember Notifications are sent before refills are processed to confirm delivery Members can start /stop or change dates at any time Enrollment in autorefills increased by 20% after recent enhancements 11

12 Just Add to Cart to refill and renew Rx All information historical and actionable is accessible in one place, including potential cost- or time-saving options With a renewal, we contact the physician for a new prescription 12

13 Easy checkout anytime from any page By hovering over the cart, items ready for checkout appear 3 easy steps to checkout Members can still: Edit shipping address Edit payment method Add/remove items 13

14 Savings display makes it easy to choose lowest cost options When members transfer to home delivery Express Scripts will contact the doctor to obtain a new prescription on their behalf * ESI Book of business 1/4/15 v. 1/5/16 14

15 Improve adherence with actionable alerts Information about the alert and its importance Ability to self-close gaps Links to additional resources Printable version to take to the doctor Contact specialist pharmacist 15

16 My Rx Choices explores options Accessible from Price a Medication Side-by-side drug comparisons showing plan and usual & customary (U&C) pricing via retail and home delivery pharmacies Potential savings by drug and/or channel option Helpful drug information Ability to print for doctor review Access to Consumer Reports Best Buy Drug information Display 25+ possible lower-cost options 16

17 Decision Center makes it easy to choose Client programs guide members to make cost-effective choices Long-term medications: Lists all medicines requiring a decision and prominently displays potential annual savings by switching to home delivery or 90-day retail pharmacy Members review and make decisions based on their benefit plan 17

18 Access important historical information Track and print claims history by month or year showing: How much the plan paid How much the member paid Prescribing doctor s name Number of refills remaining Obtain historical invoice summaries and detail Pay outstanding balances using a variety of payment options, including PayPal and digital wallet Order refills and renewals Compile information for tax purposes 18

19 Easy to locate in-network retail pharmacies Search by zip code or city/state Results provide: Nearby in-network pharmacies with address and contact details in Google Maps Link to Price a Medication from the selected pharmacy Link for directions using Google Maps 19

20 View Benefit Highlights, Print Forms & Cards Members can review benefit highlights and plan-specific pharmacy options Also available: Print home delivery forms Print member ID cards Provide health and allergy information Designate a caregiver 20

21 Price a Medication Find the lowest cost options offered by the plan Compare home delivery and retail pharmacy costs Compare with a generic equivalent, if available View coverage notes and other drug options View coverage alerts, if applicable. Members whose plans have accumulators including CDH plans can add drugs to a list for market basket pricing 21

22 MANAGING PRESCRIPTIONS Price a Medication Retail Fill Limit Program/Retail Refill Allowance (RRA) Displaying pre-and post RRA pricing, if applicable Pricing displays all available daysupply options for each channel (depending on plan set-up) 22

23 Offering flexible services Member Preferences Easy updating of account settings and communication preferences Able to go green and reduce clutter Set-up or optional text alerts Ensure personal information accuracy Payment and Billing Extended payment plans Increased authorization limits Recurring payment enrollment Credit, debit, checking, digital wallet or PayPal 30% of members who pay using PayPal had no previous payment method on file 23

24 Resource Center helps members with health decisions View resources and information by medical condition: Cardiovascular Diabetes Neuroscience Oncology Pulmonary Women s Health Specialty Access specialist pharmacists for counsel with medication information and management Access more information from sources, such as, Medline Plus 24

25 Access Help from every page Get answers quickly and provide feedback Chat, , call, self-serve Member feedback drives improvements Dedicated teams monitor feedback daily to resolve member issues Express Scripts Holding Company. All All Rights Reserved. 25

26 MANAGING HEALTH Accessibility / Spanish Site content can be viewed in Spanish Content can be read by screen readers for sightimpaired members 26

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