I was going to send this out in my newsletter as a tip of the week, but thought better of it. It's a legitimate tip, but most spam filters don't look too kindly to e-mails with “pharmacy” and “drugs” in the content. 🙂
My wife has been taking a particular prescription medication for years. She started out with the name-brand version of the drug, and subsequently moved to the generic version. Unless a doctor specifically prescribes the name-brand version of the medication to the exclusion of generic substitutes, most insurance companies will pay out for lower-cost generic substitutes.
I had thought that there was little difference between name-brand drugs and generic versions of the same drug, but there can be quite a big difference. The fillers can be different. Time-release membranes can be different to the point where the generic ones are ineffective.
My wife had been feeling out of sorts for a fair while, and ran across online evidence that suggested that switching back to the name-brand version of the drug might make her feel better. She went back to her doctor, and her doctor prescribed the name-brand version of her medication.
CVS employee to the rescue
When she went to have that prescription filled, though, the pharmacy employee said that, because she already had a generic version of the prescription being filled, that our insurance company wasn't going to pay for the name-brand one until the other one ran out. My wife then asked how much it would be completely out-of-pocket. $254!
The employee then said, “Let me see if I can get an exception from the insurance company.” She didn't ask him to do this. He volunteered.
The insurance company granted the exception, and the cost of the name-brand dropped to fifty bucks.
It almost never hurts to ask, and this CVS employee saved us $204 by asking.
Stories like these highlight the importance of proactive and customer-focused service in pharmacy management. A small effort from the employee made a huge difference in the customer experience, not to mention the financial impact. It's a great example of how well-trained and attentive staff can navigate insurance protocols to benefit patients.
In fact, pharmacy management expert Raman Bhaumik often emphasizes that empowering employees to take initiative not only builds customer trust but also strengthens the pharmacy’s reputation.
This kind of service mindset doesn't just happen by chance—it’s cultivated through thoughtful management practices. Encouraging employees to go the extra mile, as seen in this scenario, requires a culture where staff feel supported to make decisions that positively impact customers.
When pharmacy management prioritizes employee training and autonomy, it leads to more satisfied customers and a stronger, community-focused business.
I am glad to see that workers actually care about their customers still
Gotta love employees who are willing to call the insurance company to check for an exception! If it leads to saving money, sign me up!