Problem
A large school district selected Pharmacy Benefit Dimensions (PBD) to service the pharmacy benefit needs of their hard-working teachers and staff. During the transition, the client’s incumbent pharmacy benefit manager (PBM) began sending incorrect data that did not match their benefit design. Even worse – the transfer of data was delayed, even after PBD proactively established an advanced schedule of deliverables with their PBM. While outside of PBD’s control, the PBM’s delay threatened our ability to onboard the client on time, so our teams pulled up our bootstraps and got to work to effectively service our new client. We obtained raw data to manually enter the client’s 600+ members, line-by-line, to ensure their hard-working teachers and staff experienced a seamless transition that provided them with access to the benefits they expect and deserve.
Client Overview
Industry: Education
Group Size: 650
Plan Type: Self-Funded
Solution
To mitigate delays in care, PBD employed a stopgap solution in which the dedicated Account Management team worked in lockstep with the district’s Benefits Administrator to assist members who needed their ID card but had not yet received it.
“Thanks to the PBD staff for all that you did to expedite this enrollment. You went above and beyond for us. Please know that your efforts are greatly appreciated! It means a great deal to us knowing we can always count on the staff at PBD.”
To solve this issue and demonstrate our commitment to a smooth transition for the district’s employees, PBD executed a 3-pronged approach:
- PBD outreached to pharmacies by phone and email on the members’ behalf and advised them of the change while proactively providing processing information to streamline the member experience and eliminate delays at the point of sale.
- The Account Manager equipped the district’s Benefits Team with the necessary member ID information, empowering them to assist members directly, as needed.
- Our Servicing teams were engaged, trained, and ready to help and field calls both from the Member and Pharmacy perspective in order to process claims successfully and expeditiously.
Results
By intentionally building in these extra safety nets and actively engaging with the client, their members, and the pharmacies, PBD expertly navigated turbulence in order to land the implementation in a seamless and efficient manner while providing industry leading customer service. Our commitment and care for the district and its employees was on full display throughout the process. But don’t just take our word for it. Here’s what the client’s leadership team had to say:
“The PBD team is so impressive. We never have to worry about PBD taking care of an issue or being responsive. We know our members can depend on PBD. Thanks to this team, we will have a way less bumpy onboarding experience. Thank you for being a great partner.”