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Evernorth brings the member experience to life
Members expect health care to be easier to navigate, more personalized, and more transparent. Evernorth’s approach to member experience helps members better understand benefits, manage costs, and access care with confidence.
Highlights from the August Member Experience Insights newsletter
The latest Member Experience Insights newsletter features enhancements designed to help members better understand and use their pharmacy benefits.
Highlights include updates to member communications, digital experiences, online prior authorization and appeals, pharmacy network communications, respiratory season resources, and more—all supporting a more connected, intuitive pharmacy benefit experience.
Building a better member experience
Mark Bini, Senior Vice President of Evernorth PBS New Sales and Consultant Strategy, connects the dots across pharmacy, care navigation, specialty support and virtual care.
Solutions working together to give members a more connected experience
One your clients can point to in plan design conversations.
Key topics:
Patient-focused care centers on access, affordability and advocacy—the same priorities your clients are weighing in their own benefit strategy
Today's system is fragmented. Evernorth® addresses this by understanding member needs, collaborating with clients and integrating across the benefits ecosystem
Evernorth focuses on keeping members adherent to their medications, healthy and progressing toward their wellness goals —supporting the outcomes your clients are accountable for
A centralized resource for pharmacy benefit member experience
On the Evernorth Control Center, a new PBS Member Experience Resource Hub brings examples, demos, videos and member-facing materials into one interactive document. It is designed to help consultants explain how Express Scripts® is simplifying the pharmacy benefit through clearer education, greater transparency and more connected digital experiences.
What this means for your clients:
Centralized access to key member experience resources, including tools, updates, and materials to stay informed and effectively support their members
Clearer support for explaining pharmacy benefit improvements to employees
Enhanced visibility into what's to come: more detailed insights into upcoming enhancements and improvements to be able to plan with confidence as new capabilities are introduced
Previous updates
Annual transparency report available to members
As of June 22, members can access their Annual Transparency Report on the website and mobile app. Email notifications go to members with an address on file, to help drive digital engagement.
The report gives an annual summary of prescription costs—what the plan paid, what the member paid, savings and negotiated discounts. This experience was introduced to clients through Outcomes 2025 and is now available for members with 5 or more claims in a year.
Updated Express Scripts digital experience
In Q3, the Express Scripts® website and mobile app will get a cleaner design, improved navigation and a more modern, cohesive feel.
The goal: make it easier for members to understand their options and feel confident in next steps.
This redesign also supports the AI chat bot's expansion to more pages across the digital experience. The update launches automatically—nothing needed on your end. More details come in the August client newsletter.
AI-powered chat bot experience rollout
Evernorth's new AI chat delivers faster, more intuitive, personalized support—meeting members where they are with real-time guidance tied to their plan.
To keep the experience high-quality, AI chat is rolling out in phases starting in July. Clients can contact their account team for a specific go-live date, or to request early opt-in (health plans and health systems).
In July 2025, we announced a series of new and enhanced member experiences launching throughout 2026.
Many of these innovations—built to promote easier access to care, deliver stronger support, and offer greater transparency—are digitally focused. You’ve worked closely with clients to help them carefully choose their benefit design and pharmacy products. Now, it’s critical for clients to actively guide their members to register online at express-scripts.com and take full advantage of their benefit.
To help clients drive online registration, member promotional materials are now available that can easily be distributed—creating multiple touchpoints to boost engagement and prepare members for the upcoming digital enhancements.
With an online account, members can:
Unlock features that enhance the pharmacy benefit experience
Share their email to receive updates like the new Prior Authorization initiation email and live status tracker
View a personalized annual summary—exclusive to Express Scripts plans—to highlight the value you deliver
Access savings tips, benefit details, and real-time guidance to maximize plan value
Check medication coverage with our upgraded, proven pricing tool for transparent, plan-approved options1
Manage claims and home delivery 24/7 via our secure platform
What you need to know:
An email campaign to clients launched on October 6 to drive member registration on express-scripts.com.
Starting in 2026, all pharmacy benefit services (PBS) members will receive upgraded experiences at no additional cost to clients or members, and with no client enrollment required.
To support clients’ efforts, we’ve created a toolkit with ready-to-use resources to easily promote online member registration. Explore additional member experience resources below.
Sources
- Availability may vary based on plan configuration and setup.
- Data from a recent YouGov survey of 3,000 nationally representative Americans. Sample balanced gender, age, education, and ethnicity. Of this, 63% are employed, 76% have health insurance and 69% are taking or managing prescription medications.