CVS Onboarding

POS messaging on the label receipt, live calls, and automated calls

Develop clear view of value, align stakeholders on requirements, ID potential solutions for meeting those requirements, run mini-tests

Anything outside of workflow requiring action. They are on the Hub and are prioritized based on urgency

Hub, email, 1-3-1, RxNet

activities needed to support roll-out across 7,000+ stores Systems Readiness, Requirements, Coding, Testing Organizational Readiness, Materials Development, Training and Communication,

1st refill- ARDD-3, 2nd refill ARDD +5, 3RD refill ARDD +18,

4 order ready reminders are sent day 2, 4, 6, and 13

-Readyfill and Text enrollment -Script Sync Enrollment -Adherence Outreach -New Script Pick Up -First Fill Counsel -Prescription Schedule Counsel -Immunization

-Action by Triage Time - verified by Promise Time -Properly Set Waiter Expectations -Prescriber Voicemail retrevial -Prescriber Outreach

-Rx in Stock -Curteous and Professional -Genuine Care -Satisfied with time to fill -Pick Up Experience

Tech fill prescriptions, answers phone calls, and assists with pickup/drive thru as needed

Acknowledge all customers within 20 second of them arriving at window, verify customers cell phone number, and assist with data entry as needed

Rph verifies all script, performs DURs to ensure accuracy and safety of all dispensed prescriptions, bags all prescriptions, provides customer support as needed

Complete POS for all in-store customers, verifies customer info, and guides patient to consultation if prompted

Production

Tech does data entry for all scripts, resolves third party issues, and checks stock status issues

Adherence Outreach, New Script Pick Up, Script Sync offer

Non Adherence costs the healthcare system 300 billion a year in avoidable health care costs, forgetfulness, cost, and side effects, and complexity are drivers of non adherence

For patients enrolled it automatically refills scripts when they are due, if script runs out of refills it prompts the RPh to reach out the physician for new prescription

Customer Value Store

Reduces the ammount of time processing scripts since data entry is not required and gives them more time to ensure the medication is in-stock

55%?

55%

Various programs use label receipts to share health messages with patients and also have the RPH provide counseling in-store

KMI Report (Key metric indicator) daily MyStoreHealth General scorecard that updates monthly

PBM is contracted by health insurance plan to work w/ pharmacy and patient to create a formulary drug list for each plan and help reduce healthcare costs

Diabetes Hypertension Dyslipidemia CAD Heart Failure Asthma COPD Depression Osteoporosis Breast Cancer

Select a control birthday that is not currently being used in another program and include everyone w/ that control group. Major holidays and leadership b-days cannot be used as control bdays

Select columns (variables) to be included in output

Indicates database and table name to pull data from

Specifies conditions

Increase medication adherence due to convenience

Idea validation and governance, solution definition, solution development, build and implementation, and tracking/continuous improvement

Final definition and testing of new programs, with pilot results informing program build and scale

Pharmacy manager rates performance related to execution tactics supporting MyStore Health key measures and they create SMART action plans to improve results

P&L, in stock inventory productivity report, MyCustomer experience, wecare, rx community responsibility, my patient care outcomes

NDC is most specific drug identifer down to manufacture level, strength level, dosage and exact package size, and HIC is a broad identifier for the single drug ingredient

NDC is most specific drug identifier down to manufacturer level, strength level, dosage and exact package size, and HIC is a broad identifier for the single drug ingredient

Initiatives are prioritized, resources are allocated, and governance structures are put in place

Communications that don't require an action. Field managers communications are 1-3-1 summaries they see on Mondays and Fridays. Pharmacy teams see these communications on Rx Postmaster daily

Actionable, information, and reporting

% of ReadyFill eligible prescriptions filled by ReadyFill

What are the program objectives? What metrics should be used to measure those objectives? How should those then be measured at full scale? How should the control group be chosen?

It is set for anticipated refill due date - 4 days

Immediately post-launch, Tracking / Continuous Improvement supports incremental performance gains over time, as well as well as step-changes in performance achieved through next generation enhancements

Higher medication adherence supports various STARS measures and Reduced med spend

Makes it convenient for them by reducing trips to pharmacy, increases cost savings, greater adherence

Call center agents call patients to present 90 day opportunities then call prescriber to switch from 30 day to 90 day then patient picks up 90 day in store

Provides additional offerings for store teams to make to patients in-store and reduces in-store production burden and lines. Each converted script yields 3.5 additional 30 equivalents in the year following conversion

patient care queue in RxC automatically schedules calls for techs to make (currently scheduled for 2 a week) Tech outreaches to patients to discuss past due maintenance script/offer to refill patient profile. Purpose is to help patients initiate and continue therapy

SA- system architect and BA- business analyst. BPs work with SAs to get initial IT estimate to inform budgeting and business case and define high level solution. BPs work with BA on project definition, planning, and resource allocation

Patient drops Rx off at a drop off, then it goes into production, then verification by RPh and then pick up at POS

Supporting incremental performance improvement gains over time and

Select, from, where, group by

Enterprise system is EDW2 (Enterprise Data Warehouse) which identifies members eligible for PA intervention at retail and passes the info along the RxC (RxConnect) which then delivers FFC and adherence opportunities

Enterprise Opportunities Management System interactions and providers opportunities to RxC and RxDW (Pharmacy Data Warehouse)

MyPatientCare Outcomes, diognostic reporting, and SOS performance review