Member Experience Insights Newsletter
Our Member Experience Insights Newsletter features must-see updates on our pharmacy-benefit member-experience innovations. This newsletter provides a consistent, streamlined space to highlight key updates, upcoming opportunities, and tools that deliver exceptional value to members.
Clear visibility into what updates
are coming—and when
Our newly enhanced Member Experience roadmap provides more detail than ever before, with expanded visibility into near- and longer-term enhancements. This forward-looking, continuously evolving roadmap helps you plan accordingly as new capabilities launch. Below is a summary of recent updates. For more details, visit the roadmap.
Updates to existing experiences
AI-powered chatbot – Expanded to additional pages on express-scripts.com, including Payment, Refills, Claims, and Savings Advisor, with Express Scripts app integration coming soon.
Refill reminder enhancements – More personalized reminders help Express Scripts Pharmacy patients refill and renew medications on time.
Pharmacy termination – New enhancements include smarter targeting, expanded email outreach, improved pharmacy recommendations, and updated communication templates.
Ad hoc Letters now on the Customer Service Platform (CSP) – Customer Care teams can now view ad hoc letters in CSP, providing greater visibility into member communications and faster support.
New experiences
Educational video series – These engaging videos for members explain fundamental and complex benefit concepts.
Pharmacy survey – New post-fill text message surveys give members an easy way to share feedback after filling a prescription.
Prior authorization (PA) – Text messages are now available to let members know what to expect when a PA is initiated.
Digital Health Formulary – Vendor- experience awareness enhancements via inbox and contextual messages and Check Coverage enhancements are now live.
Annual Transparency Report – A new email informs members when their report is ready and that it's available through their online portal.
Latest information
Bookmark the link below for the most up-to-date information. Enhancements and timing may be adjusted based on ongoing feedback and development progress.
Navigating pharmacy network changes with confidence
When a pharmacy leaves the network, timely communication is essential so members maintain medication access. For enrolled plans, the Pharmacy Termination Campaign proactively notifies affected members and, when appropriate, provides alternative pharmacy options to help minimize disruption and support continuity of care. For additional information, please contact your account team.
What’s new for 2027
Expanded communication scenarios to support different member situations
New email notifications for Commercial and Medicare Part D plan sponsors
Enhanced support to help members transition to alternative pharmacies when needed
Helping members better understand and use their pharmacy benefits
New and refreshed communications help members get the most from their pharmacy benefits.
New welcome letter
Get an early look at our redesigned welcome letter, which provides new members a clearer, more engaging introduction to their pharmacy benefits and digital tools.
The updated experience highlights available resources, explains how to get started, and guides members to the right support channels, helping them confidently manage their medications and get the most from their benefits from day one.
Contact your account team to learn about co-branding opportunities.
Refreshed member letters
We’re refreshing member communications in 2027 for our Smart90® and Advanced Home Delivery solutions to better support announcements for newly enrolled plan members in these programs.
The updated letters are designed to improve clarity, streamline key messages, and help members better understand how the programs work, their options, and next steps. Our goal is to create a more consistent and user-friendly experience.
Elevating member voices to improve the pharmacy experience
The Patient Advisory Board (PAB) is an industry-first initiative that brings member voices directly into the design of experiences, benefit communications, process improvements, and service innovations. These perspectives and experiences help us shape how to serve members.
During the June session, members provided feedback directly to leadership through written reflections, explored upcoming member experience features and tools, engaged in interactive breakout sessions, and toured The Lab by Evernorth for a firsthand look at innovation in action.
View the recap below to see the key themes, opportunities, and next steps that emerged from the session.
A redesigned digital experience is on the way
We’re reimagining the Express Scripts website and mobile app to create a more intuitive, personalized experience for the more than 12 million members who rely on these tools to manage their pharmacy benefits.
Giving representatives a more complete view of member communications
To help improve service interactions, ad hoc letters are now available within CSP for all lines of business, including Medicare Part D. This update gives customer-facing support teams visibility into these communications, alongside other member correspondence, to help them quickly understand the information members have received so they can answer questions more efficiently.
By centralizing communication history in a single location, representatives can access the context they need to support members, reduce time spent searching across systems, and deliver a more seamless service experience.
What's new
Ad hoc letters available in the CSP
Applicable across all lines of business, including Medicare Part D
Greater visibility into member communications for Express Scripts patient care advocates and clinical support teams, as well as any client- or third-party-managed customer care representatives
Faster access to information during member interactions
More efficient support and a more seamless member experience
Turning member experience promises into progress
We’ve shared our commitment to improving the member experience through more-intuitive technology and greater transparency. Now we’re delivering on that promise with new enhancements designed to help members get answers faster, better understand their medication costs, and feel more confident using their pharmacy benefits.
AI-powered chatbot access
Access to the AI-powered chatbot began rolling out gradually in Q2 2026, with full capabilities expected by Q4 2026. Specific go-live dates are now available. To learn when the chatbot will be available for your members, contact your account team.*
Annual Transparency Report
Members now have access to an industry-first annual medication cost summary, including what the plan paid, what the member paid, what the member saved, and any discounts negotiated on their behalf. Emails began going out in June to members with an email address on file. The report is available to non-Medicare members.**
Convenient prevention and treatment for respiratory season in one place
As respiratory illness season approaches, now is the time to prepare members. The MoreThanRx® Pharmacy Vaccination Program and Test to Treat Program provide convenient access to vaccinations, testing, and treatment at participating pharmacies, helping members get the care they need quickly and conveniently.
If you’re already enrolled in these solutions, we offer ready-to-use engagement materials to help increase member awareness, encourage preventive care, and drive higher vaccination participation. Our goal is to improve health outcomes and potentially reduce avoidable medical costs associated with seasonal respiratory illnesses.
If you are interested in expanding vaccination coverage or enrolling in Test to Treat, please contact your account team.
Making prior authorizations and appeals easier to manage
Members can now initiate prior authorizations and submit appeals online for a faster and more convenient alternative to paper-based processes. While mail-in forms remain available for those who prefer them, this enhancement gives members more flexibility in how they manage coverage requests.
At a glance
We expanded availability to non-Medicare members following the successful adoption by Medicare Part D members.
Members can now submit appeals digitally.
Members can now submit appeals digitally.
We expanded availability to non-Medicare members following the successful adoption by Medicare Part D members.
Getting ready for the new benefits year
As you prepare for annual enrollment and the upcoming benefits year, we’re here to help. From benefit fair resources to enrollment support, a variety of tools and materials are available to help educate your members and promote their pharmacy benefits. Access the resources below or reach out to your account representative.
Benefit fair support
Preparing for upcoming benefit fairs? A variety of educational resources and member-facing materials are available to support employee engagement and can be used throughout the year—not just during benefit fair season. Access the resources below or reach out to your account team for additional materials and benefit fair support.
Annual enrollment readiness
Annual enrollment is just around the corner. Connect with your account representative to review your enrollment experience, plan for Medicare attestation, and discuss opportunities to optimize content, messaging, and resources for the upcoming plan year.
A new postcard is available to share with members. It features links to short videos that explain different areas of the pharmacy benefit. The videos are live on the Express Scripts pre-login page, with post-login availability coming soon.
Within the Evernorth Control Center, we’ve made meaningful updates and added videos, demos, articles, and more.
This comprehensive journey guide shows how connected tools, communications, and digital experiences help members from before benefits begin through post-prescription support.
References
*Currently not available for Medicare Part D.
**Because Medicare members already receive comparable information through their Explanation of Benefits (EOB), the transparency report is not available for Medicare plans.
Details may vary by plan. While line of business differences are noted where applicable, some variations may not be reflected. All enhancements and visuals, which are representative of our strategic direction, are subject to change prior to launch. Digital experiences, functionality, and timelines may change at any time.