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Member experience that drives engagement and utilization
Evernorth equips consultants to lead clients toward simpler, more connected experiences that build trust, improve engagement and deliver measurable outcomes.
Member experience is central to how benefits perform
Today’s health care landscape continues to evolve, and member expectations keep rising. Complexity, fragmentation and limited transparency frustrate members and reduce engagement, making benefits harder to use and easier to ignore.
At Evernorth®, our member experience is built on three principles: patient-centered care, ease of use and transparency—helping members understand their benefits, make informed decisions and stay engaged. We’re here to help simplify member experience across the pharmacy and care portfolio and share meaningful examples of the impact member experience can have.
The Evernorth connected approach
We bring our principles to life across an integrated portfolio of solutions—helping consultants move clients from intention to action and from engagement to measurable impact.
Transforming how members engage with their pharmacy benefits
Express Scripts® Pharmacy Benefit Services delivers a more personalized and intuitive pharmacy experience from the moment coverage begins through every prescription decision.
Members receive proactive benefit education, real-time personalized recommendations and clear cost and savings information so they can confidently choose where and how they access medications in-line with their benefit plan design. They also have access to a wide range of tools and resources designed to support them at every step of their healthcare journey.
Discover the enhanced Express Scripts member experience
Elevating specialty care through smarter connected support
Accredo® Specialty Pharmacy has developed an enhanced service model, powered by smart technology, that connects insights with streamlined processes and people to anticipate patient needs, helping to reduce call transfers and elevate care before risks arise. We refer to this enhanced service model as Accredo Smart Path, designed to deliver a more personalized, seamless patient experience.
Initial results produced from the new service model include a decrease in call resolutions, resulting in more satisfied patient calls. Looking ahead, this service model will continue to evolve through process optimization and deeper integration of technology enabled touchpoints.
Learn how this model improves the member experience
One digital front door for benefits and care
Evernorth CareNav+SM connects an employer’s full benefits ecosystem and guides members with personalized, easy-to-follow support—bringing medical, pharmacy, behavioral and lifestyle services together in one digital platform.
Members receive anticipatory guidance through tailored recommendations, empowering them to find and use services oftentimes before they even realize the need. While employers maximize the impact of their healthcare benefits investments with better visibility into engagement and performance. CareNav+ simplifies navigation and helps members move forward with confidence at every stage of care.
Explore how CareNav+ supports your client strategy
Human-centered guidance for complex cancer journeys
Oncology Benefit Solutions delivers personalized navigation for members facing cancer through dedicated nurse navigators and coordinated care teams.
The solution streamlines access to providers, second opinions and treatment pathways while delivering timely updates on authorizations, treatment steps and financial responsibility. Members feel supported, informed and guided through every phase of care.
Comprehensive, connected, whole-person virtual care
MD Live by Evernorth delivers the scale, quality and reliability that today’s members expect. Our 62 million eligible members benefit from our national network of 2,000+ providers with 7,900 licenses improving access, satisfaction and outcomes.1
Through one connected platform, MD Live delivers urgent, behavioral, primary and dermatological care—reducing unnecessary ER visits, improving engagement and meeting modern expectations for convenient, high-quality care.
The importance of driving digital adoption
Driving digital adoption is essential to a better member experience. When members actively use digital tools that simplify pharmacy and care decisions, they gain clarity, confidence, and faster access to support—while employers see stronger engagement and more consistent benefit utilization.
Learn more about how digital adoption improves the pharmacy benefit experience
What a connected member experience delivers
Personalized guidance at every touchpoint
Fewer handoffs and less fragmentation across care and benefits
Clear, timely information about costs, coverage and next steps
Higher engagement, stronger utilization and better outcomes
Consultants play a critical role in elevating the member experience, and Evernorth partners to provide you with integrated solutions and proven tools to support confident, impactful conversations.
Built to help consultants lead
We empower consultants to lead meaningful transformation, bringing clarity, confidence and impact to client member experience strategy.
Source
MD Live website, www.mdlive.com/business, 2026.