Pharmacy-Benefits
Workers are becoming more sophisticated about their pharmacy benefits and how to access them, and they expect their employers to step up their game as well, a new survey from Evernorth found.
The stakes are high for employers. Three-fourths of working Americans with health benefits through their job said they would work harder to help their workplace succeed if they are satisfied with the benefits. However, only 38% said they trust their employer to act in their best interest when it comes to prescriptions, and just 37% agreed that their employer shows that they care about them based on the pharmacy benefits they offer.
“These findings suggest that employees view pharmacy benefits as a valuable workplace perk, but many feel their employers are falling short in delivering a seamless and supportive experience,” said Ashley Holzworth-Nash, PharmD, vice president of retail network product strategy and solutions at Express Scripts.
Workers seek more-intuitive, transparent and supportive pharmacy benefits, using tools that mirror the ease and simplicity of their favorite consumer apps:
- Nearly 8 in 10 want a centralized digital tool that can track prescriptions, dosages and refill dates.
- Seventy-eight percent want to see their exact out-of-pocket costs for prescriptions before they pick them up at the pharmacy.
- Seventy-seven percent want to receive automatic refill reminders.
Respondents also expressed interest in features such real-time updates, seamless access across platforms and tools to compare prices at nearby pharmacies, which are hallmarks of the consumer apps they use every day.
“These preferences reflect employees’ expectations for convenient digital-first experiences, with tools that connect them to helpful information personalized to their needs so they can make smarter, faster decisions,” Holzworth-Nash said.
Transparency in the prior authorization process is another top concern. Only 41% of employees who have experienced a prior authorization were informed about it by the prescribing health care provider when they wrote the prescription. Meanwhile, 29% learned about the need for prior authorization while the prescription was being processed, and 23% found out only when they tried to pick up their prescription at the pharmacy.
“Educational tools that increase clarity of pharmacy benefit information -- especially around prior authorization -- can help reduce frustration and treatment delays, resulting in better outcomes and greater employee satisfaction,” Holzworth-Nash said.
Even with insurance, the cost of medication can still be a barrier for many employees. More than one-quarter of employees reported not filling a needed prescription in the past year because of cost. Another 23% said they had paid more than expected for their medication, and 54% encountered an unexpected cost with their prescription. Forty-two percent of employees believe their employer-provided pharmacy benefits help them save money, and roughly the same amount (45%) find their pharmacy benefits to be affordable.
“A strong pharmacy benefit design coupled with effective communication can go a long way to improve employee satisfaction, enhance workforce loyalty and productivity,” Holzworth-Nash said.
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