We couldn’t serve nearly 5 million members without great software. It also takes a team of dedicated people with great soft skills. Khisha Crosby from Pharmacy Support is one of them.
Want proof? Here are a couple comments from our member surveys:
“Today I phoned and spoke with your amazing representative Khisha Crosby. I feel as though Khisha really went above and beyond to get my situation resolved. I wish every company that I dealt with had representatives as competent and friendly as Khisha!” – Dawn
“The customer service is the best I have ever seen. Khisha exceeded my expectations. It’s been a long time since someone has truly provided excellent service like she did. The extraordinary customer service I received has restored my faith that excellent service still exists...” – Becky
We have volumes of glowing feedback about Khisha, but “amazing” and “extraordinary” sum them up pretty well. How does someone turn perfect strangers into big-time fans?
“I just try to think if my grandma was calling, how would I want her to be treated?” she said. “I would want someone who takes the time to really help her.”
We don’t have many 93-year-old members, but Khisha has a gift for connecting with people of all ages and walks of life.
“I’m just passionate about helping people, having the chance to make someone’s day even if it’s a small, otherwise insignificant change,” she said. “You never know what a person is going through.”
Doesn’t sound like someone with “Only Child Syndrome,” does it? Khisha is one who defies the myth. She also dispels any notion that our Pharmacy Support team just sits and waits for the phone to ring. Most are certified pharmacy technicians who left the retail pharmacy world for a different kind of role: the human component to a pharmacy transparency solution.
A typical day of concierge-level service might involve helping members navigate the member portal, answering questions about a Savings Notification, and reaching out to members with large savings opportunities. The Contact My Prescriber feature on the member portal and app is really where the rubber meets the road.
Anytime a member clicks the button or calls about a Savings Suggestion, Pharmacy Support will:
- Reach out to the doctor to request approval for a new, lower-cost prescription
- Follow up with the doctor’s office and pharmacy as needed
- Notify the member on progress and when their prescription is ready for pick-up or delivery
It makes for one busy day after another for everyone on the team, but people like Khisha make our members feel like they’re the only ones being helped. It goes back to what she said about never knowing what the person on the other end is going through.
“It was a stressful day and Khisha worked hard to help. She was friendly, kind and warm. It was a true pleasure talking to her... I appreciate how much she helped me.” – Laine
Not everyone can turn someone’s stress into savings, relief and peace of mind—for Khisha Crosby, making someone’s day is all in a day’s work.
More About Khisha:
What is the best part of your job?
That's easy. It’s the people I get to help every day.
Since you began working here, what have you seen change the most?
I’ve seen lots of changes but the most significant is the increase in Contact My Prescriber activity, along with the processes around that, and also our Salesforce integration.
What do you think is the biggest misconception about what you and your team do?
A lot of members think we’re their pharmacy benefit manager or health insurance company. Some think we’re the ones that handle prior authorizations. We often say we’re an online formulary tool to help them save money, and once we explain who we are, they get a better understanding.
How do you like to spend your days off?
Time with my children (ages 19 and 13) and family, going to movies, finding new places to visit or just getting out.
If you could travel anywhere in the world, where would you go?
Dubai. I’d like to see some of the tallest buildings in the world. It’s a beautiful place that’s on my bucket list. So is skydiving!
What is your dream job? (Besides Rx Savings Solutions, of course)
What three words would you use to describe yourself?
Outgoing, enthusiastic, motivated
What’s one tip of advice you would have given yourself at age 13?