J.D. Power Ranks Humana Highest In Mail Order Pharmacy Segment of Customer Satisfaction Study, Two Years in a Row
September 04 2019 - 9:44AM
Business Wire
Humana Pharmacy, a division of Humana Inc. (NYSE: HUM), has been
named the top U.S. Mail Order Pharmacy in customer satisfaction in
the J.D. Power 2019 U.S. Pharmacy Study, two years in a row.
The study measures customer satisfaction with their pharmacy
experience across major Chain Drug Stores, Mass Merchandisers,
Supermarkets and Mail Order pharmacies on a 1,000 point scale.
Humana Pharmacy’s score of 900 this year was the highest among Mail
Order pharmacies.
Humana Pharmacy received the highest scores in three study
factors: prescription ordering and filling process, cost
competitiveness and prescription delivery.
Humana Pharmacy is continually improving capabilities to create
a better experience for the customers they serve. With state-of the
art technology and more ways to access expert care, they are making
it easier to help customers achieve their best health. Recent
capability enhancements include:
- Digital tools: Humana Pharmacy introduced enhanced web
features on HumanaPharmacy.com to make it easy for customers to get
the help they need online. The web chat feature allows customers to
have a full self-service experience online, including the ability
to chat directly with a pharmacist.
- Customer service experience: Humana Pharmacy strives to
provide a more personalized consumer experience for call-in
customers, too. Now, when customers call in, their experience will
include:
- improved routing that makes it easier and faster to connect
with the appropriate team member,
- notice of estimated wait times at the beginning of every call,
and
- artificial intelligence software that monitors employee speech
patterns in real time to let them know when they may be speaking
too fast/slow or have long moments of silence.
- Enhanced mail delivery capabilities for specialty
medications: Humana Pharmacy partnered with ParcelShield to
ensure the safe and secure arrival of specialty medications. By
utilizing ParcelShield’s platform, Humana Pharmacy’s specialty
dispensing team can proactively detect when there might be a
problem with a package delivery – such as weather and air travel
issues – in order to prevent delays in customers getting their
therapy.
- Clinical Programs: Humana Pharmacy continues to expand
their clinical outreach. Programs that promote taking medication as
prescribed, reviewing medications to identify potential drug
interactions, and helping reduce medication costs by recommending
lower cost options all help customers take control of their health
on their terms. Outreach programs allow licensed pharmacists to use
their expertise to help patients with more than dispensing pills.
They can assist with things like managing side effects or being an
“out-of-pocket ally” when customers are struggling to afford their
medications.
“At Humana Pharmacy, we want to do more than just fill
prescriptions. We strive to provide expert care and cost-effective
options to help our customers get to their best health,” said Scott
Greenwell, President, Humana Pharmacy. “Our team –whether it’s
leaders, pharmacists, pharmacy technicians, customer service team
members or clerks – is continually putting the customer first.”
Greenwell added, “From our first fill experience to providing
clinical support to help members stay adherent to their critical
medication regimens to our state of the art dispensing
capabilities, our number one priority is to provide the highest
level of customer service to our Humana Pharmacy consumers.
Receiving the highest rank in J.D. Power Customer Satisfaction with
Mail Order pharmacies, two years in a row, shows that our customers
recognize the quality of care and support we provide to them.”
For more information on Humana Pharmacy visit
www.HumanaPharmacy.com. For more information on J.D. Power and the
award visit jdpower.com/awards.
About Humana
Humana Inc. (NYSE: HUM) is committed to helping our millions of
medical and specialty members achieve their best health. Our
successful history in care delivery and health plan administration
is helping us create a new kind of integrated care with the power
to improve health and well-being and lower costs. Our efforts are
leading to a better quality of life for people with Medicare,
families, individuals, military service personnel, and communities
at large.
To accomplish that, we support physicians and other health care
professionals as they work to deliver the right care in the right
place for their patients, our members. Our range of clinical
capabilities, resources and tools – such as in-home care,
behavioral health, pharmacy services, data analytics and wellness
solutions – combine to produce a simplified experience that makes
health care easier to navigate and more effective.
More information regarding Humana is available to investors via
the Investor Relations page of the company’s web site at
www.humana.com, including copies of:
- Annual reports to stockholders
- Securities and Exchange Commission filings
- Most recent investor conference presentations
- Quarterly earnings news releases and conference calls
- Calendar of events
- Corporate Governance information
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version on businesswire.com: https://www.businesswire.com/news/home/20190904005662/en/
Marina Renneke, APR Humana Corporate Communications (602)
760-1758 mrenneke@humana.com
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