Advanced member communications for pharmacy benefit managers
Advanced member communications for pharmacy benefit managers
Advanced member communications for pharmacy benefit managers
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GMC INDUSTRY BRIEF<br />
<strong>Advanced</strong> <strong>member</strong> <strong>communications</strong><br />
<strong>for</strong> <strong>pharmacy</strong> <strong>benefit</strong> <strong>managers</strong>
The <strong>pharmacy</strong> <strong>benefit</strong> management<br />
(PBM) business is in the midst of unprecedented<br />
and swift-moving change,<br />
driven by healthcare re<strong>for</strong>m, expanding<br />
health management initiatives, pressure<br />
to control prescription costs, and fierce<br />
competition. In this dynamic business<br />
environment, highly effective and personalized<br />
<strong>communications</strong> that foster<br />
strong <strong>member</strong> relationships and allow<br />
<strong>for</strong> targeted messaging will help your<br />
company stand apart.<br />
Building positive relationships and loyalty with <strong>member</strong>s<br />
and business partners through timely, value-added business<br />
<strong>communications</strong> is key to differentiating your PBM in<br />
a crowded and complex market environment.<br />
GMC Software Technology’s <strong>member</strong> communication mana-<br />
gement solution enables <strong>pharmacy</strong> <strong>benefit</strong> management<br />
companies to overcome the complexities and costs associated<br />
with providing highly relevant, personalized <strong>communications</strong><br />
that solidify relationships and respond quickly to<br />
market conditions. Our goal is to help you align with the<br />
interest of each of your client segments, offering real-time<br />
in<strong>for</strong>mative, personalized <strong>communications</strong> that improve<br />
<strong>member</strong> acquisition and satisfaction, strengthen the allimportant<br />
relationships with pharma, insurance, and retail<br />
partners, and grow revenues.<br />
Engaging <strong>member</strong>s and stakeholders<br />
takes a personal touch<br />
The goal of every <strong>pharmacy</strong> <strong>benefit</strong> management company<br />
is to provide the greatest opportunity to encourage<br />
smarter prescription-drug choices and achieve the lowest<br />
total plan cost. GMC’s intuitive technology provides PBMs<br />
with the tools needed to develop documents of all types<br />
that engage individual <strong>member</strong>s in a one-to-one conversation<br />
that promotes preventative care, treatment management,<br />
and satisfaction. Our solution makes it easy to<br />
produce in<strong>for</strong>mative <strong>communications</strong> tailored to specific<br />
preferences, and deliver them in a manner that is the<br />
most convenient <strong>for</strong> <strong>member</strong>s and business partners –<br />
whether that is print, email, online presentation, SMS messaging<br />
or other mobile plat<strong>for</strong>ms.<br />
Easy-to-understand statements and invoices will also<br />
reduce <strong>member</strong> calls and build trust and rapport. Accessing<br />
the data you already have from <strong>member</strong> order or <strong>benefit</strong><br />
systems, our software makes it possible to design and implement<br />
even the most complex personalized <strong>communications</strong><br />
with a full range of data handling, layout, graphical<br />
workflow, color management, content collaboration, approval<br />
and proofing, and message management capabilities.<br />
It’s an easy-to implement solution that enables faster<br />
onboarding of new <strong>member</strong>s and implementation of new<br />
<strong>member</strong> <strong>benefit</strong> plans and marketing initiatives.<br />
Managing the volume of needed <strong>communications</strong> can<br />
be a challenge <strong>for</strong> both the recipient and the sender.<br />
GMC’s software makes it possible to quickly and easily<br />
repurpose in<strong>for</strong>mation and consolidate documents across<br />
all channels. The <strong>benefit</strong>s are reduced costs, a higher level<br />
of operational efficiency, and greater <strong>member</strong> satisfaction.<br />
Reducing complexities, increasing agility<br />
GMC’s single-plat<strong>for</strong>m approach to communication mana-<br />
gement offers the most secure, reliable, and scalable solution<br />
on the market today. Its modular design, SOA architecture,<br />
and robust integration capability with existing infrastructures,<br />
<strong>for</strong>mats, processes, and data flows support seamless implementation<br />
and operation with lower total cost of owner-<br />
ship. Our intuitive interface reduces dependency on IT resources,<br />
bridges organizational silos, and avoids the need <strong>for</strong><br />
additional solutions to address changing market demands.<br />
With our automated workflow capabilities you can eliminate<br />
cumbersome, slow manual processes and easily create<br />
personalized, on-demand <strong>communications</strong> such as preventative<br />
care and case management correspondence.<br />
Ensure compliance is streamlined by the ability to include or<br />
exclude specific content based on effective dates <strong>for</strong> changing<br />
regulations. Additionally, having the operational dexterity<br />
<strong>for</strong> business users to make simple yet controlled changes<br />
enables rapid, compliant adaptation to new market and<br />
regulatory conditions as they occur.<br />
Repurpose legacy systems to support<br />
customer preferences<br />
Every enterprise today must be organized around its customer’s<br />
preferences. When it comes to producing and<br />
delivering consistent multichannel <strong>communications</strong>, coordinating<br />
multiple, separate legacy applications and systems<br />
can be a time consuming and costly process. It often
involves the expensive parallel development of multiple<br />
separate channel communication systems to overcome inflexible<br />
and obsolete print-centric software.<br />
Taking a holistic, evolutionary approach, rather than a<br />
disruptive revolutionary one, GMC’s customer <strong>communications</strong><br />
management solution avoids the need to rebuild<br />
data structures, content and business logic, thus pre-<br />
serving the value of existing environment integration in<br />
legacy systems.<br />
With GMC’s flexible architecture and multichannel scope,<br />
legacy application print output can instead be easily repurposed<br />
– enabling you to access the legacy <strong>communications</strong>’<br />
customer data and content and trans<strong>for</strong>m it into<br />
new <strong>communications</strong> that can be sent through your customer’s<br />
channel of choice. Business users can take existing<br />
customer in<strong>for</strong>mation and content, extract it, re<strong>for</strong>mat it<br />
and recompose it with other targeted data to create highly<br />
personalized color <strong>communications</strong> with variable images,<br />
marketing messages, dynamic graphs and much more <strong>for</strong><br />
print or digital channels without the need to touch any of<br />
the backend systems and processes or enlist IT support.<br />
On-demand access <strong>for</strong> greater responsiveness<br />
Having the ability to provide instant response to <strong>member</strong>s<br />
and industry partners is critical, and it’s made possible<br />
through our extensive interactive capabilities. Using our<br />
Web-enabled solutions, turning traditional paper-based<br />
processes into a dynamic, paperless, browser-based flow<br />
with <strong>communications</strong> that are timely, yet stay consistent<br />
with corporate branding and compliance requirements<br />
couldn’t be easier.<br />
For even greater convenience, templates can also be uploaded<br />
to your website allowing CSRs to view documents<br />
in true fidelity, making <strong>member</strong> interactions more productive.<br />
Member relationships are further enhanced with dedicated<br />
<strong>member</strong> portals that make it possible to view documents<br />
in real time. Additionally, business users can further<br />
increase responsiveness with the ability to edit content and<br />
add marketing messages, all within a controlled, defined<br />
process.<br />
The GMC advantage<br />
• A single plat<strong>for</strong>m <strong>for</strong> designing, maintaining, and delivering<br />
coordinated, consistent <strong>communications</strong><br />
• Leveraging existing business applications <strong>for</strong> <strong>member</strong><br />
delivery preferences<br />
• Get to market two to three times faster with new<br />
products and services<br />
• Raise the level of <strong>member</strong> satisfaction and loyalty<br />
• Add targeted, in<strong>for</strong>mative healthcare in<strong>for</strong>mation to<br />
transactional documents<br />
• Extend content and control via Web browser<br />
• Minimize risk and ensure regulatory compliance<br />
• A scalable solution that improves efficiency and reduces<br />
costs<br />
• Expert consulting, training, service, and support to<br />
get the most from your investment<br />
A complete enterprise solution<br />
GMC offers more than a powerful software solution. Our<br />
PBM professional services team is available to provide the<br />
expert consulting, training, service, and support you need<br />
to design, implement, and operate an end-to-end <strong>member</strong><br />
communication management solution that is aligned<br />
with your business strategy and differentiates you from<br />
your competitors. Our added support increases agility and<br />
speeds migration significantly. From the simplest document<br />
design to the most complex, GMC’s <strong>member</strong> <strong>communications</strong><br />
management solution is designed to handle<br />
an extremely wide range of personalized applications efficiently<br />
and accurately. Our comprehensive software suite<br />
supports document composition capabilities that simplify<br />
systems and procedures to deliver more cost-effective, efficient<br />
<strong>member</strong> <strong>communications</strong>.<br />
The perfect choice <strong>for</strong> all your applications<br />
With GMC’s solution, you can easily create customized<br />
• Letters and correspondence<br />
• Bills and statements<br />
• Order <strong>for</strong>ms and refill reminders<br />
• Pharmacy directories<br />
• Member booklets, welcome kits, and ID cards<br />
• Preventative care and other patient education materials<br />
• Periodic personal statements<br />
• Checks with MICR printing<br />
• Marketing materials
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