Express Scripts® Pharmacy Benefit Services Member Experience

Helping you care for your people. 

The future of the pharmacy benefit member experience

In early 2025, we committed to transforming the future of the pharmacy benefits experience for you and your members. Our goal is to change how benefits are delivered by providing greater choice, transparency and access. 

woman with coffee

Transforming the way members engage with their pharmacy benefits

In 2026, Express Scripts Pharmacy Benefit Services will start to roll out an evolved and simplified member experience for all members—putting knowledge and control in members' hands from day one, even before a prescription is written.

Members deserve a healthcare experience that’s easier to understand and truly centered around their needs.

two people at pharmacy

Get ready for a member experience evolution

These enhancements will be part of our standard offering for all plan sponsors leveraging our member experience solutions and are included at no cost to plans or members.

Greater price transparency and choice

New ways for your members to choose where and how they get their medications based on their benefit design—paired with a new detailed prescription cost summary for them and a new standardized annual cost report for you. 

Re-imagined benefit education

Transforming how members learn about and use their benefits—starting before their coverage even begins, with seamless onboarding and new helpful tools to support them while they use their benefits. 

Improved prior authorization experience

Members will receive more timely alerts, step-by-step updates and real-time tracking throughout the PA process to reduce confusion and prevent gaps in care. 

New virtual recommendation guide

Personalized, real-time recommendations are delivered at key moments via the members’ preferred communication channel—guiding them through their benefit experience

Fully connected experience for members

Connecting solutions and communications into one simplified, streamlined experience that supports members across their entire journey. 

And so much more

Additional enhancements include cobranded communications, simplified support resources and tools designed to boost member engagement. 

* We continue to build this solution, and certain terms are subject to change. 

Simplifying the pharmacy benefit experience, improving costs and outcomes

Prescription drugs are often the first line of defense for members and plan sponsors alike. When members are adherent to their medications, it can improve their quality and length of life, health outcomes and reduce overall health care costs.1,2 

To support that, they need a simple, seamless pharmacy benefit experience—one that helps them navigate their benefits before they need their prescriptions, so they feel confident and prepared when the time comes.

""

Both plans and members save when the pharmacy benefit functions as it should

11

prescriptions filled per year on average by members, making the prescription benefit the most used health benefit3

32%

average member savings when members’ prescriptions are fully aligned with benefit design3

 

VIDEO

Educating members throughout their pharmacy benefit journey

Discover the ways we’re educating members, empowering them to make the most of their pharmacy benefit journey.*

*This video is available on the member website.

Empowering impactful member experiences

We use data to provide tailored, meaningful support to each member, making sure they are well cared for with a variety of solutions available to their plan sponsors:

Highly trained, highly trusted specialty and traditional pharmacists and nurses available 24/7

Condition-specific member engagement tools that make it easier to stay adherent

Proactive guidance with the recommendation guide including web features, communications and our mobile app to inform members during all stages of the benefit

VIDEO

Express Scripts Savings Advisor: Providing a shortcut to savings

Express Scripts Savings Advisor simplifies complexity by letting members know quickly and simply how they can save more immediately. Watch the video we created or your members to see how we help them take advantage of savings opportunities with clarity and confidence.  

Committed to continuous improvement

We’ve laid a strong foundation for transforming the member experience by making—and acting on—the meaningful commitments we made to those we serve. But this is just the beginning. We’re building momentum to continually provide the best experiences for members, now and into the future. 

""

We’re committed to providing members with an exceptional pharmacy benefit experience, guided by feedback and data we gather from each interaction.

Contact your account representative today to talk about exciting ways to further elevate the member experience and deliver additional value to your members and your plan.

Sources

  1. Geneva: World Health Organization. 2003. “Adherence to long-term therapies: evidence for action.”

  2. Med Care, 2002. “Patient adherence and medical treatment outcomes: a meta-analy-sis.” 40(9):794-811.

  3. Express Scripts Book of Business data.