Member Engagement
Helping members make smarter choices.
The key to our success in changing member behavior is our approach to member engagement. We believe that timely information leads to better decisions. And better decisions lead to savings for the plan and happier members.
We start with a Welcome Kit that gives members what they need to know to get the maximum value from their pharmacy benefits and stay as healthy as possible. Then we leverage technology to engage at critical points in their healthcare journey. We offer multiple ways to connect – via phone, text and self-service – giving members easy options to engage and get the information and support they need.
Powering a better member experience.
With WellServ, our member services team has everything they need to promptly and accurately answer questions – ensuring high levels of first-call resolution and overall member satisfaction.
Many choices to engage plan members.
An array of digital tools give plan members multiple options to connect. View highlights of the features and benefits of our WellConnect texting tool, our WellView member portal and mobile app.
Members engage more with texting.
WellConnect gives members fast, secure access to actionable information about their medications. With over 100 message journeys and two-way chat capabilities, touchpoints are built around key decisions and pivotal timeframes in each member’s health journey.
WellConnect results:
- 81% take action on refill reminders
- >50% view patient education messages
- 62% choose to respond via text
- 36% increase in medication adherence
WellConnect results:
- 81% take action on refill reminders
- >50% view patient education messages
- 62% choose to respond via text
- 36% increase in medication adherence
The power of self-service.
Our WellView member portal and mobile app empower people with the tools and information they need to take charge of their health. Once registered, members can manage pharmacy benefits for their enrolled family members with a single login. Our mobile app offers the same features and members can save their ID card to the wallet on their phone for easy, secure access.
WellView portal highlights:
- Cost saving opportunities on home page
- Drug look-up tool tied to the formulary for the plan
- Real-time accumulator and deductible tracker
- Compare drug prices across multiple pharmacies
WellView portal highlights:
- Cost saving opportunities on home page
- Drug look-up tool tied to the formulary for the plan
- Real-time accumulator and deductible tracker
- Compare drug prices across multiple pharmacies
Member satisfaction matters! Here’s what plan members are saying about us.
Transferring to a new mail order pharmacy was terrifying, but Analinda answered my questions and made me feel very comfortable.
Vicki
I was having an issue getting my prescriptions transferred from retail to WellDyne. Leila followed up and my issue is now resolved. She is an asset to your company!
Joan
Nora helped me transfer my prescriptions from Walmart. She was able to help out with all of my other prescriptions right away. I have never had a better experience!
Sally
