Pharmacy benefits play a vital role in overall health and well-being, yet many members feel less confident navigating them compared to their medical or dental coverage. Encouraging members to register and use their online pharmacy benefit account is essential to empowering them with the tools and resources to inform health decisions that help maximize their pharmacy benefits.
How digital engagement enhances member experience
Digital engagement for members isn’t just a convenience, it’s a value-driven, member-centric solution that enhances safety through timely alerts, reminders, and proactive communication. When members register for and actively use online accounts, they gain access to tools that simplify benefit navigation, improve medication adherence, and help them find the medications they need.
They also have access to plan resources and guidance that help answer questions about coverage, prior authorizations, and where to fill prescriptions at participating pharmacies. Even with the added benefits, many members still rely on letters or call centers, and while they are vital tools, digital engagement adds an extra layer to the experience—delivering timely information, greater transparency, and greater control.
Why it matters: Digital tools drive better health outcomes and lower health care costs
Pharmacy benefits are among the most frequently used health benefits, with members filling an average of 11 prescriptions annually.1 When members are adherent to their medications, it can improve quality of life, health outcomes, and reduce overall health care costs.2,3
Studies show that digital tools and technologies can improve medication adherence up to 34% across chronic conditions like diabetes, hypertension, and asthma. This translates into fewer complications, fewer hospitalizations, and reduced risk of unforeseen health care expenses for both members and plan sponsors.
A well-designed pharmacy benefit digital account gives members clear, transparent medication information—inside and outside their benefit—so they can confidently choose the right medication at the best cost.
How digital tools improve clarity and confidence in pharmacy benefits
Nearly half of consumers report challenges resolving insurance-related issues, and many never find a satisfactory resolution. One reason this happens is that members don’t know where to go for answers or education on their benefits.
With enhanced digital access and tools that provide real-time updates, cost calculators, and personalized guidance, members can have more information than ever before to manage their pharmacy benefits and get answers to their questions.
Meeting evolving member expectations for digital prescription management
Members expect the same simplicity from their benefits as they do from other digital experiences. Evernorth’s recent survey of U.S. employees found nearly 80% of employees managing their prescriptions want a centralized digital tool that can track prescriptions, dosages and refill dates.
They want transparency, instant access, and tools that make managing prescriptions easy. If your plan already offers these tools, encouraging members to create online accounts is essential. In today’s digital world, success means delivering on these expectations and creating a seamless experience that builds trust and loyalty.
Doing so not only strengthens member engagement but also gives plan sponsors a strategic edge—empowering individuals with timely, relevant information that drives better health decisions.
How plan sponsors can lead the way—with the right partner for digital engagement
Here are four strategies to help drive digital engagement:
- Start with early education: Promote online account registration during onboarding and open enrollment—make digital the default.
- Make it easy: Offer step-by-step guides or videos, QR codes, and mobile-friendly sign-up options.
- Show the value: Highlight transparent cost-saving features like price comparisons, refill reminders, and real-time benefit information.
- Keep members engaged: Use personalized alerts and proactive communications to encourage ongoing use.
By prioritizing education around the importance of having an online account, plan sponsors can build a pharmacy experience that not only meets expectations — but exceeds them.
Express Scripts Pharmacy Benefit Services Member Experience focuses on supporting members every step of the way by putting more control and choice in their hands—making it easier for them to compare options, manage costs and access the medications they need. Our commitment to innovation is unmatched. We’re continuously evolving the pharmacy benefit experience—doing more, moving faster, and delivering greater value every single day.
