How responsive is your PBM?

Things are changing rapidly in the healthcare industry, and this is especially true for prescription drugs, which represent a significant portion of any company's healthcare spending. To ensure you take care of your employees while controlling costs, you need a responsive and flexible PBM.

These three questions can help you assess whether your current PBM is right for your business.

Who answers the phone when you call?

Customer service is important when it comes to managing your drug benefits. When you call to clarify something about your plan or resolve an issue, who answers the phone? Too often, you dial an 800 number and jump from service to service if you have multiple questions or don't know who to ask.

At SpectrumPS, all customers have a dedicated Account Services Representative who serves as their primary point of contact. If a question arises that they can't answer right away, they'll find the right person, get the answer, and then get back to you directly.

How quickly is a question or concern answered?

Many factors influence how quickly a PBM can address a question or concern, including size, company structure, and overall customer service approach. SpectrumPS is designed to be efficient when it comes to addressing our customers' questions or concerns. Our teams work closely and collaboratively, which means a much faster response time when you have questions.

What happens when you request changes to the plan?

Some PBMs take a one-size-fits-all approach to their drug plans and don't offer much customization based on individual customer needs. At SpectrumPS, we create plans based on the customer's unique needs and data, then manage the plan as desired. When changes are needed, we bring our team together to explore all options and make recommendations, and we work with our clients to implement the changes. We are also proactive in sharing usage and expense data to help our customers make informed decisions about their drug plans.

You can reach us at any time of day or night by contacting us through our 24/7 online customer support chat or by calling 1-8SPECTRUM4 (877.328.7864).