Personalizing information delivery

Medco Health Solutions, a pharmacy benefits management company, has made it easier for members to access their health and benefits information. The firm is using a new communications systems capability that allows people to choose how and when they want to receive and respond to their healthcare information. The options include traditional mail, a secure website, e-mail or text message alerts.

Medco has chosen Xerox’s Communication and Marketing Services to provide its more than 65 million members with the ability to personalize their prescription drug management information and communication delivery channels. According to Xerox, the multichannel communications approach transforms a routine task, such as tracking a prescription shipment, into a one-on-one conversation. A member, for example, can receive prescription tracking information via text message, sign up for e-mail alerts when bills are ready to be viewed, and link to pay bills through the Medco website, Xerox reports.

Kenneth O. Klepper, president and COO of Medco, says, “Adding Xerox’s customer communication solutions to help improve the way we deliver information to our members expands our seven-year business relationship beyond backend cost efficiencies and simplifying how and where we print and process documents. That experience gives Xerox the insight necessary to help us manage how we will deliver our communications so we can stay focused on helping our members make informed decisions about their personal healthcare.”

Stephen Cronin, president of Xerox Global Document Outsourcing, says, “Personalizing communications—and delivery channels—is the most effective way for healthcare providers and insurers to show customers they understand individual circumstances.”