This leading U.S. pharmacy benefits manager (PBM) provides pharmacy services for private and public employers, health plans, labor unions, government agencies, and individuals served by Medicare Part D Prescription Drug Plans. The organization employs thousands of people and dispenses over 500 million prescriptions annually. It is recognized as a pioneer and leader in personalized medicine, dispensing technology, and patient care — its goal is to lower costs and improve the lives of its customers. The company made a decision to implement Verint Media Recorder Quality Monitoring to help ensure the quality and consistency of service delivered by its customer care representatives.
After years of success with our quality monitoring solution within its contact center operations, the PBM wanted to introduce similar automation within its complex pharmacy operations environment. This was prompted by an increasing awareness of the impact back-office processing areas have on the customer experience, combined with a lack of means to effectively manage, measure, and improve the performance of such a large, diverse set of resources.
The company wanted to make sure that its highly skilled pharmacy operations employees were brought into the service process at the right time to maximize their utilization. It also wanted to align its pharmacy operations with a “virtual queue” strategy, enabling transactions to be moved and shared across nine processing sites.
Upon careful consideration of a number of solutions, the PBM selected Verint Media Recorder for Back-office Operations™, initially choosing to deploy Verint Media Recorder Forecasting and Scheduling™ from the comprehensive workforce optimization suite designed specifically for back-office environments. The powerful software automates forecasting and scheduling of back-office resources, enabling organizations to increase throughput and reduce costs by deploying the right amount of staff with the right skills and at the right time. This is of particular importance in pharmacy operations, where more complex, specialized tasks require the attention of pharmacists and technicians can handle less complex tasks.