Happy Employees at the Heart of Member Satisfaction

As we celebrate once again being awarded tops honors as the Best Place to Work among our city’s largest companies, we recognize that the service experience RxBenefits offers comes from having a passionate member and client services team. Our exceptional customer and member service teams are at the heart of RxBenefits’ success. Our award-winning customer service team has earned a reputation for service excellence, as demonstrated by the company’s 8.8/10 overall client satisfaction score and 2020 Net Promoter Score of 71, compared to the PBM industry average of 0 (on a scale from -100 to 100).

What truly sets RxBenefits’ customer service experience apart is undeniable: the talent and passion of our people. “The family-like culture that RxBenefits embodies and having a team that loves what they do is why our team provides service the way it should be – treating each caller as if they are a member of their own family,” says Kori Orsinger, RxBenefits’ Vice President of Operations. “Taking the time to call pharmacies to get answers, tracking down prescriptions to ensure they get filled on time, and following up with members to confirm they are satisfied are just a few of the ways our team consistently goes above and beyond typical industry standards. Their determination and ability to support members’ needs with empathy and efficiency during some of their most personal and challenging circumstances is why the team has received award-winning recognition for two straight years by the Stevie® Awards for Sales & Customer Service.

After joining forces with Confidio, the RxBenefits customer service team now serves a combined customer base representing more than three million member lives. Because of the exceptional customer and member service experience that remains at the heart of the RxBenefits model, the team’s commitment to treating each caller with personalized attention and compassion has not wavered in the face of this growing number. “At RxBenefits, we believe that you can do good, by doing good,” said Chief Executive Officer Bryan Statham in a press release.

“I am proud of the exceptional customer and member experience our team is providing, which is core to our company’s DNA and unrivaled in the pharmacy benefits space.”

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