We’re committed to transparency, accountability, and customer service. When we onboard a new client, they’re assigned an account manager who becomes their primary point of contact. If a question comes up or something needs to change about that client’s plan, they can reach out directly to their account manager by phone or email for help.
Even just 15 years ago, the pharmacy spend for a company might account for one percent of their total healthcare costs. Now, it’s more like 20 to 25 percent. That means it’s critical that employers fully understand their pharmacy benefit and have a support team to help them with analysis and adjustments.
Here are a few of the ways our account managers make a difference for our clients.
Help with benefit structure and set up
The account manager is a key member of the onboarding team who oversees the full implementation process. They review the benefit structure with the client, work with them to customize the plan design, and then they work with the rest of the MaxCare team to complete the setup and test everything before launch.
Their direct involvement in the onboarding process means a high level of awareness for all aspects of the client’s benefit plan and the bigger picture of what matters to that client.
Proactive monitoring and outreach
The account manager monitors plan utilization and keeps an eye on how it’s performing overall. If they identify any inflated costs or new risks on the account, they’ll make sure the customer is aware of how it might impact their overall plan spend.
The account manager also sends regular reports that summarize the plan spend, and they meet periodically with each client to review those reports and their overall plan. Each client’s preference determines the frequency of the meetings, and the account manager is available for any questions in between as well.
Collaborating with other teams
There are multiple teams at MaxCare that work together to help our clients, and the account manager collaborates with all of them to meet the client’s needs. When evaluating potential savings for the benefit plan, the account manager might work with both the clinical services team and the analytics team to run some scenarios of how certain changes could impact the plan.
If there’s a plan change that impacts the client’s employees, the account manager will work with customer service to make sure they’re equipped to answer any questions. The same is true of onboarding a new client or any questions that might come up along the way. It’s a true collaborative effort and shared commitment to customer service.
The client retains a single point of contact throughout the process rather than being passed around from one department to the next. And that’s a big differentiator for MaxCare compared to many of the other PBMs. When you call to talk to us, you’re calling your account manager, not a random voice on the other end of an 800 number.
Our account managers go above and beyond for our clients every day, and our other teams do as well. If you’re ready for a different kind of PBM, contact us today to find out how we can help with your pharmacy benefit.