Putting ourselves in the shoes of plan members is not difficult, since CastiaRx employees are, after all, healthcare consumers who also use CastiaRx as our PBM. We understand how vital it is to anticipate and meet the needs of members at every step of the journey – without stress or complication – as part of our commitment to great service.
“Currently we are looking broadly at the entire member experience from top to bottom,” explains David Skomo. “We know there are opportunities to enhance our service levels.” As SVP, PBM Operations, Dave leads all CastiaRx member-facing departments to drive better collaboration across our contact center, clinical and mail order operations. With 25+ years of PBM experience, Dave has a well-earned reputation for maximizing quality, satisfaction and efficiency. His team is driving improved operations through strategic investments in people, process, technology and training.
“Training is a key focus for us,” Dave explains. “In revamping our contact center employee training program, we now have a dedicated training position on the team – an experienced trainer to carry out an aggressive training program.” Dave points out that this level of expertise, combined with the award-winning curriculum of Diplomat University, builds an enthusiastic staff that is well-prepared to accurately respond to questions and guide members.
Strong leadership is vital and Cornell Beck joining our team in January as Associate VP and GM of Mail Order is an example of attracting the best talent to CastiaRx. “We assessed our team last year and saw the need to bring in the right type of leader,” says Dave. “With strength in the healthcare industry, process improvement and Lean Six Sigma methodologies, Cornell has an exceptional background that fits nicely with our mail order pharmacy.”
Technology paves the way for a more effective operation. Step into our mail order pharmacy in St. Louis and you will notice that our robot is always on the move, filling prescriptions with speed and precision. Humans are always necessary, but for routine tasks repeated countless times a day, the robot earns a special place on the team. In today’s busy, digital world, our mobile app is another standout, enabling an instant connection to member information, medication history, mail order, refills and soon to come – prescription package tracking.
“My leadership team closely monitors our daily performance and is committed to making real time adjustments to stay on top of member needs,” says Dave.