White Paper

4 Best Practices for Your PBM’s Customer Service Center

A good customer service center can create an exceptionally positive experience for customers, claims teams, and injured workers.

White Paper Summary

Navigating the world of workers’ compensation can be complicated – not just for injured workers, but for all stakeholders involved. Employers, pharmacies, healthcare providers, and claims representatives all have a stake in the claims process and may each have questions or concerns along the way. That’s one reason why Pharmacy Benefit Managers (PBMs) play such an important role.

PBMs guide workers’ comp stakeholders through the often-complicated workers’ comp system. And nowhere is this more evident than through a PBM’s customer service center (CSC). The CSC’s primary functions may include handling prior authorizations, updating injured worker profiles, locating participating pharmacies for injured workers, and answering general drug-related questions, among others.

A good CSC can create an exceptionally positive experience for customers, claims teams, and injured workers.

For more content like this from Healthesystems visit their RxInformer clinical journal website.

Healthesystems is a leading provider of Pharmacy Benefit Management (PBM) & Ancillary Benefits Management programs for the workers' compensation industry.

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