Capital Rx Committed to High Customer Satisfaction and Transparency

Posted by Amanda Del Signore on Wed, Sep 14, 2022 @ 10:42 AM
Amanda Del Signore

Stevie®-winner Capital Rx was founded in 2017 as a next-generation pharmacy benefit manager (PBM), overseeing prescription benefit plans on behalf of employers, unions, municipalities, hospital systems, and health plans. In just 3 years, Capital RX has become the fastest growing PBM in America, with award-winning technology, innovation, and a true commitment to service.

CapitalRx_GroupPicIn 2021, Capital Rx launched JUDI™, an intuitive, cloud-native, API-based enterprise pharmacy platform (EPP), the first of its kind in the pharmacy industry.  JUDI significantly reduces administrative overhead, advances clinical management, and dramatically improves the customer’s care experience. In addition, the platform connects every aspect of the pharmacy ecosystem in one platform. JUDI™ is a radical departure from status quo PBM technology: on-premise systems running on mainframes, green-screen terminals, and programming languages from the 1990s, each contributing to a broken healthcare system and placing disproportionate responsibility onto patients, insurers and pharmacies.

JUDI powers all aspects of Capital Rx, including its pricing model and its new Advantage card. The Advantage card is the first ethical prescription discount card launched in August and saves consumers up to 90% on their prescription costs. It beats popular discount cards 80% of the time by implementing its Clearinghouse Model drug pricing strategy.

Capital Rx won the Bronze Stevie Award for the 2022 Customer Service Department of the Year. In addition, Will Tafoya, SVP, Customer Care at Capital Rx, won the Bronze Stevie Award for Customer Service Leader of the Year.

WillTafoya_CapitalRxSince winning their awards, Capital Rx has continued to enhance their services and customer satisfaction. The Net Promoter Score (NPS) references the customers likelihood to recommend Capital Rx by rating their experience with the Customer Care team. For 2022 year to date, Capital Rx has maintained an average score of approximately 70%, which is well above the industry average.

For 2022 year to date, the Capital Rx Customer Care team has also sustained a score of 4.8 out of 5, which is based on a 5-point scale measuring how satisfied customers are with their service. In addition, Capital Rx has maintained a minimum Call Quality Score of 92%, which references the overall quality, efficiency and effectiveness of the Capital Rx Customer Care team.

Accreditation in any industry is important for accountability and quality assurance. URAC is a non-profit, nationwide accrediting organization dedicated to ensuring the highest standards of care are achieved within the healthcare industry. In 2022, Capital Rx achieved URAC accreditation by meeting elevated standards in the following areas: consistent achievement of Industry best practices; continuous quality improvement; protecting and empowering consumers.

Capital Rx’s goal is to create lasting social change by developing a better healthcare infrastructure that eliminates conflicts of interest, simplifies contracting, and generates immediate savings. Their technology-driven innovations inform better plan management, and their high-touch service approach allows them to provide unparalleled member service with better financial outcomes for their clients.

Capital Rx won the Bronze Stevie Award for Customer Service Department of the Year. Will Tafoya, SVP, Customer Care at Capital Rx, won the Bronze Stevie Award for Customer Service Leader of the Year in the 2022 Stevie Awards for Sales & Customer Service.

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Topics: Steve Awards for Sales and Customer Service