The Challenge

A leading national Pharmacy Benefits Manager (PBM) faced a growing challenge in ensuring patients received their necessary prescription refills on time. Many patients were experiencing delays in refilling essential medications, leading to:

• Interruptions in treatment, negatively impacting patient health.
• Compliance issues with health insurance requirements.
• Increased customer service inquiries, straining operational resources.

Additionally, the PBM relied on email notifications to remind patients about prescription refills and drug recalls. However, email open rates had dropped significantly, making it difficult to effectively communicate critical health-related updates to patients.

To enhance patient care and prevent missed refills, the PBM needed a more reliable and effective communication method.

The Solution

To address these challenges, the PBM implemented Aumtech’s Outbound Notification Solution, which enabled them to:
✔ Shift from email to text messaging to reach patients more effectively.
✔ Send automated refill reminders, ensuring patients stayed on track with their medications.
✔ Provide real-time alerts for drug recalls, improving patient safety.
✔ Integrate notifications with health insurance data, ensuring compliance with industry regulations.

By leveraging Aumtech’s outbound text messaging solution, the PBM could deliver timely, high-priority messages directly to patients’ mobile devices, significantly improving engagement and response rates.

The Customer Experience

With the new outbound notification system in place, patients experienced:

• Timely prescription refill reminders, reducing missed medications.
• Improved communication regarding drug recalls, ensuring safety and compliance.
• More accessible and convenient notifications, leading to a better overall experience.

Patients no longer had to rely on emails that often went unread. Instead, they received instant, direct text messages that kept them informed and empowered them to manage their prescriptions more effectively.

The Win

By integrating Aumtech’s outbound notification solution into their patient care strategy, the PBM successfully:

• Increased patient adherence to medication regimens, improving health outcomes.
• Ensured compliance with insurance requirements, reducing operational risks.
• Enhanced efficiency and cost savings, optimizing resources while maintaining high-quality care.

Results and Value

The impact of outbound text messaging was significant:

• Higher patient engagement with prescription refill reminders
• Improved compliance with health insurance regulations
• Enhanced operational efficiencies, leading to significant cost savings

By adopting a more effective patient communication strategy, the Pharmacy Benefits Manager successfully improved patient care, increased adherence rates, and strengthened regulatory compliance, ensuring a seamless and proactive approach to medication management.