Speaker: Simon Leung
Tell us about you.
Simon Leung: Hey there, rightway I'm Simon Leung, senior Director of Pharmacy Client Services. Uh I have direct leadership responsibilities of the PB M client services team providing best in class service to meet the ongoing needs of our PBM clients. Um I was born, raised and still currently reside in Troy Michigan, which is a suburb of metropolitan Detroit. Um about 20 miles north of the city. I chose to work here at right way because after having been a pharmacist in a variety of settings for just about 20 years now. Um I've seen firsthand just how broken the PBM industry is both at the patient consumer level and the payer level. And I truly believe in our mission and our model to fundamentally change and disrupt the status quo when it comes to pharmacy benefits management, putting the focus on the member experience and good consumerism while also aligning incentives with our plan sponsors.
What are some of the key challenges we are facing as we approach the implementation of new clients on 1/1/24?
Simon Leung: As we approach 1/1/24 the key challenge that we face, in my opinion is helping clients and their members understand that doing the same thing repeatedly and expecting a different result is as they say the definition of insanity. Right. Rightway, fundamentally does pharmacy benefits management differently, hence the results. But new clients need to understand that this means their members will necessarily experience some disruption during the transition. But rightway's model is built to mitigate that disruption as much as possible and make it as smooth as possible. That said, the exponential growth of our PBM client base this past year has undoubtedly led to some resource constraints, not just from my team, but across our PBM organization. Despite this constraint, however, we are doing our absolute best to set expectations proactively and clearly with our clients and members around the transition to rightway. Uh This includes thoughtful transition plan, communication plan, as well as supporting educational webinars during open enrollment.
What are we doing around our clients open enrollment?
Simon Leung: So this year, there have been many more requests for on site open enrollment and benefit fair support, which is good because it gives us the opportunity to really establish that face to face, presence and interact with our new members. But we had to be very thoughtful around this as these make for a big commitment in terms of time and resources. Now, feedback in general from members, clients and consultants has been overwhelmingly positive. Uh They've all been super grateful for right way support during this open enrollment season. That said, I do think we have the opportunity to lean in more on the promotion of our concierge level pharmacy navigation model, whether it be through more extensive and or enhanced member facing collateral or ongoing educational webinars even after go live. Because most of the members escalations that my team and I have resolved during this past year could have been avoided or solve for with a little bit of extra member education and guidance towards right way as the first line resource as opposed to their hr and benefits team.
