Account Management and Vendor Oversight
PSG’s ongoing services include the availability of an experienced account manager to assist our clients with a variety of operational and service-related tasks. Key elements of our account management services include:
- Participating in client/PBM quarterly client service meetings and/or conference calls.
- Providing continuity of service and historical information if PBM changes staff.
- Ensuring PBMs are responsive and serves each client effectively and properly, including timely delivery of reports and documented adherence to agreed-upon service levels.
- Escalate issues if the client is not receiving adequate service.
- Review quarterly utilization against national and industry statistics and project future trends as appropriate.
- Suggest program/plan changes to address utilization outside norms.
Key Provisions
Several important provisions are included in PSG’s account management relationship with our clients, resulting in superior oversight and thorough attention to the specifics of each client’s pharmacy program. These include a custom Workplan, an Annual Pharmacy Management Timeline, a Contract Oversight Checklist, and an Annual Satisfaction Survey.
- Custom Workplan—At the start of the account management relationship, our account managers work closely with each client to develop a customized workplan. This workplan details each of the projects or initiatives that PSG will complete or oversee during the course of the year. The specific tasks for each functional area—including strategic, financial, operational, clinical, communications, and other objectives—are clearly delineated. Our account managers then monitor the progress of each area, ensure its timely completion, note when each task is completed, and communicate progress back to our client’s on regular basis.
- Annual Pharmacy Management Timeline—PSG’s Annual Pharmacy Management Timeline identifies each of the major projects that we complete for our client’s during the calendar year. The activities illustrated on the timeline include both project deliverables that PSG executes with the PBM on our clients’ behalf, and project deliverables that are furnished to them. Project timelines cover diverse tasks including key elements such as open enrollment periods, effective dates for benefit changes, rate confirmation, presentations on clinical and financial opportunities, member communication campaigns, updated workplans, and key PBM/consultant meetings.
- Contract Oversight Checklist—Each PSG account manager monitors, updates, and ensures that vital contractual elements in the PBM agreement are executed. To help facilitate this process, PSG’s account managers use our proprietary Contract Oversight Checklist that identifies performance and operational parameters to which the PBM is contractually obligated to follow. Some of these areas include implementing benefit design changes in a timely manner, pharmacy and sponsor audits, clinical savings guarantees, rebate guarantees, performance standards, and other areas. Each account manager measures the PBM’s adherence to these items and ensures that the PBM is executing on its promises.
- Client Satisfaction Survey—PSG is absolutely committed to the highest level of satisfaction among our clients. To help ensure that our clients are fully satisfied with the consultative services we provide, we conduct an annual survey to gauge their satisfaction. In addition to assessing overall satisfaction, we include on the survey key functional areas including alignment with each client’s business objectives, clear communication, knowledge and attention concerning the specifics of each client’s pharmacy plan and operations, clinical services, contracting, and program pricing.
Following our most recent customer satisfaction survey, 92.3% of our clients rated their overall satisfaction with PSG as either “Excellent” or “Very Good.” The remaining 7.7% rated our services as “Good.”