Company: Capital Rx, New York, NY
Company Description: Capital Rx provides employers, unions, municipalities, health systems, and health plans with full-service pharmacy benefit management (PBM) and pharmacy benefit administration (PBA) services leveraging a proprietary, next-gen enterprise pharmacy platform (JUDI®) and an aligned business model to help them control pharmacy costs and improve patient outcomes.
Nomination Category: Customer Service & Call Center Awards Achievement Categories
Nomination Sub Category: Achievement in Customer Experience
 Nomination Title: Capital Rx's Customer Experience Innovations
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 102 words used.
NPS Score & Client Satisfaction: https://www.cap-rx.com/insights/capital-rxs-focus-on-client-member-service-shines-for-the-fourth-consecutive-year
Q1 + Q2 Customer Care Statistics (From Book of Business): In Q1 of 2023, the customer care team’s service level was 95.6%, with fewer than 2,500 calls out of 96,000 being abandoned. Additionally, the customer care team achieved a 99% overall satisfaction rating and an NPS score of 90. In Q2 of 2023, Service Level increased to 99.2% and the customer care team maintained their 99% overall satisfaction rating. The team also achieved an 89 NPS score, well above industry average and in line with their achievement in Q1.
- Briefly describe the nominated organization: its history and past performance (up to 200 words):
Total 199 words used.
Capital Rx is a health technology company providing full-service pharmacy benefit management (PBM) and administration solutions to employers, unions, municipalities, health systems, health plans, and other clients that provide employees or members with a pharmacy benefit.
In 2020, Capital Rx established its customer care department under the leadership of 2022 Bronze Stevie® award winner Will Tafoya, and its performance is industry leading. Leveraging JUDI®, Capital Rx’s modern, hyper-efficient enterprise pharmacy platform, the company can invest in the patient care experience while upgrading our nation’s claims processing infrastructure.
As of June 30, 2023, Capital Rx’s member NPS is 90. In the PBM industry, client, and member NPS scores typically range from negative to, at best, the 30s. This directly reflects Capital Rx’s dedication to, and success in delivering, the best customer experience possible.
Testimonials paint an equally bright picture. One client, Woodforest Bank, reported saving $2 million with zero employee complaints after switching to Capital Rx. Other clients have highlighted the customer care team’s attention to detail, knowledgeability, and professionalism.
Underpinning these achievements is a culture of continuous improvement and a commitment to putting patients first. Furthermore, collaborative efforts between teams have been instrumental in providing an exceptional customer experience.
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the nominated achievement since July 1, 2021, OR written answers to the questions? (Choose one):
Written answers to the questions
- Outline the nominated achievement since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
As Capital Rx’s business has grown, the customer care team has handled an increasing volume of calls while maintaining an exceptionally high level of performance. In fact, from the outset, the customer care team experienced a wave of calls in 2023. Between January 1 and June 30, the team answered 149,810 calls – a 58% increase over the prior year during the same period. Further, the team reduced the average handle time from 586 seconds (about 10 minutes) to 547 seconds (about 9 minutes). At the same time, they increased customer satisfaction from 96% to 99%.
One of the Capital Rx customer care team‘s standout accomplishments is the increase in member Net Promoter Score (NPS), both year-to-date and since June 2022. A member NPS of 90 is an incredible achievement, especially considering a 58% year-over-year increase in call volume to start 2023. Not only that, but quarterly service levels remained exceptionally high.
Capital Rx’s Quarterly Service Levels since June 2022:
| 6/30/2022 |
9/30/2022 |
12/21/2022 |
3/31/2023 |
6/30/2023 |
| 96.94% |
95.19% |
96.84% |
95.66% |
99.24% |
Capital Rx’s Quarterly Member NPS Trend since June 2022:
| 6/30/2022 |
9/30/2022 |
12/31/2022 |
3/31/2023 |
6/30/2023 |
| 54 |
67 |
71 |
90 |
90 |
Alongside the increase in member NPS is Capital Rx’s incredible 96 client NPS, which far exceeds both large and mid-sized PBMs. Account Team Satisfaction stands at 4.8 out of 5, too.
In total, these achievements show not only Capital Rx’s dedication to its customers and their overall experience, but also the result: satisfied customers.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
- Explain why the achievement you have highlighted is unique or significant. If possible compare the achievement to the performance of other players in your industry and/or to the organization's past performance (up to 250 words):
Total 237 words used.
Net Promoter Score (NPS) is a vital metric that signifies how likely a customer is to recommend a product or service. It’s also a metric that, according to survey data from Pharmaceutical Strategies Group, has declined significantly over the past two years among large and mid-sized PBMs alike.
| Year |
Overall PBM Client NPS |
Large PBM NPS |
Mid-Sized PBM NPS |
| 2021 |
38 |
33 |
59 |
| 2022 |
14 |
16 |
31 |
In comparison, Capital Rx’s combination of a 90 member NPS and 96 client NPS far exceeds historic norms for PBMs and serves as a benchmark for accountability.
Clients often switch to Capital Rx from a traditional PBM model for cost and service reasons. Many of the achievements highlighted relate to and influence the 99% overall service level. This is evidence that the Capital Rx customer care team provides exceptional service to its clients’ plan members and has a positive impact on their lives and overall health.
Furthermore, in Capital Rx’s 2023 client satisfaction survey, clients expressed that they feel that their members receive “much better service” after switching to Capital Rx (average 9.1 out of 10 on a 1-10 scale, with 10 being much better service) from a traditional PBM model.
In short, these achievements are evidence of Capital Rx’s unique level of service, both in the Health Care industry and within contact centers. Further, this data illustrates the importance Capital Rx places on customer experience and client satisfaction.
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