SOURCE: Varolii


April 03, 2012 12:00 ET

New Varolii Member Care Solution Leverages Mobile and Voice to Reduce Pharmacy Benefit Management Costs and Improve Member Experience

Varolii Cloud Applications Streamline Contact Center Operations and Drive Self-Service Options for Members Through Refill Reminders, Order Status Updates and Physician Authorizations

SEATTLE, WA--(Marketwire - Apr 3, 2012) - Varolii Corporation, a market leader in customer interaction management, today introduced its Member Care Solution to help pharmacy benefit managers (PBMs) improve member communications using personalized communications through managed text and voice interactions.

Varolii's Member Care Solution addresses the top challenges of pharmacy benefits managers -- tighter call center budgets, members demanding a retail consumer experience, rising prescription costs, and revenue loss due to a highly competitive marketplace and medication non-adherence. In fact, prescription non-adherence costs the overall healthcare system an estimated $290 billion annually, and much of this is directly linked to people either not taking the medications prescribed to them correctly or not taking them at all. With more than 50 percent of the U.S. population taking at least one prescription medication and 3.5 billion prescriptions written by doctors each year, PBMs are on the front-line to stop the impact of non-adherence.

Combined with limited call center budgets and resources, PBMs face a significant hurdle in streamlining their operations while still proactively reaching members to reduce medication non-adherence and deliver a better member experience. To help address these issues, Varolii is already helping two of the four largest PBMs in the U.S. to reduce inbound calls with proactive order status applications, including delivery time confirmation and temperature-sensitive medication scheduling, freeing agents or nurse staff to speak with members that have more urgent or complex needs.

"With the rising volume of prescriptions to fill and limited contact center resources, it is getting harder for PBMs to communicate with their members efficiently and effectively," said Andrea Austin, vice president of healthcare at Varolii. "These changes are forcing PBMs to find new ways to provide timely reminders, updates and self-service options for their members. Our solution provides PBMs with an intelligently-managed option to proactively create better, more personalized, interactions -- and outcomes -- for their members."

Varolii's Member Care Solution can provide self-service order status and delivery time confirmation, refill reminders, generic switch, retail-to-mail conversion and physician authorization through a wide range of cloud-based member interaction applications. From a performance standpoint, the solution also helps PBMs to surpass client service level agreements and meet government regulatory requirements more effectively.

The solution can have a significant impact on the overall member experience at a reduced cost through improved member reach and engagement, self-service options and clear and timely communication. In fact, a Center for Connected Health study in 2010 found 38 percent higher medication adherence rate when employing a cross-channel voice and text reminder program through Varolii and a partner solution. With the Member Care Solution, providers can also:

  • Leverage Varolii's expertise to gain express consent for text messaging and to confidently move forward with mobile solutions that utilize Varolii's HIPAA-compliant implementation process
  • Improve operational efficiency by directing members to self-service options
  • Cut operating costs by implementing generic switch, retail-to-mail conversion and physician authorization applications
  • Enhance member experience with interactive design services that offer professional voice quality, state-of-the-art message mastering and a deep library of medication names
  • Utilize Varolii ID™ to automatically personalize and refine member and patient interactions beyond mere segmentation, enabling healthcare organizations to communicate on a one-to-one basis.

The new Member Care Solution is a part of the larger Healthcare Interaction Suite, which leverages Varolii's cross-channel and rich personalization Interact platform with cloud-based applications across managed text and voice channels. The Varolii Healthcare Interaction Suite provides a flexible, cost-effective way for healthcare organizations to quickly and efficiently augment member and patient communications.

Varolii enables more than 400 organizations to reach consumers or employees in a smart, personalized and cost effective way with its award-winning Varolii Interact Platform. Varolii works with leading Fortune 1000 companies. Varolii healthcare applications, including more than 250 PBM applications, generate more than 150 million proactive multi-channel interactions with more than 12 million patients each year. More than 40 healthcare organizations use the Varolii Interact Platform for critical communications to boost program enrollment, engagement and outcomes, increase medication adherence and refill volume, and more.

About Varolii Corporation
Varolii is a leading provider of customer interaction management applications. Our cloud-based communication service help organizations more effectively interact with large numbers of customers and employees through voice, text messages, smartphone applications and email, reducing cost of operations and improving service. The company's award-winning Interact platform enables companies to deliver personalized communication on a large scale, achieving better results from fewer interactions. More than 450 companies trust Varolii to manage more than four million interactions every business day. For more information, visit

Contact Information

  • For more information:
    Jessica Kendall
    Edelman PR
    206-268-2231 (office)
    210-859-6971 (mobile)
    Email Contact