News/Blogs
Implementation Done Right: Keeping Clients Engaged Through Consultative Guidance
At Serve You Rx, we believe strong implementation is more than a checklist — it’s the foundation of lasting client engagement. In today’s evolving pharmacy landscape, particularly as biosimilar products reshape formulary strategy, clients don’t just need a PBM. They need a partner who guides, educates, and adapts. That’s why we’re excited to welcome Rebecca Hohensee as Vice President of Client Success, helping lead the next phase of how we engage with and support our clients.
Rebecca brings a client-first mindset and proven leadership that strengthens our teams’ collaboration, anticipation of needs, and translation of pharmacy insights into meaningful action. She is focused on uniting our teams to streamline onboarding, enhance engagement, and ensure pharmacy benefits work harder for you and your clients — from implementation through ongoing optimization.
Our approach is rooted in consultative guidance — and its strength is reflected in our Implementation Net Promoter Score of 89.
Smooth transitions start with early engagement, setting the stage for a successful partnership.
Engagement Begins Before Go-Live
True engagement starts long before implementation day. During onboarding, our Client Success team prioritizes alignment:
- Understanding the client’s organizational goals
- Identifying cost-containment targets
- Assessing member disruption tolerance
- Clarifying communication preferences
- Reviewing current formulary positioning and future biosimilar opportunities
Building on our onboarding practices, we continue to tailor our approach as the relationship develops.
Meeting Clients Where They Are
Not every client has the same appetite for change. Some prioritize aggressive cost savings. Others focus on member experience stability. Some want detailed clinical deep dives; others prefer executive-level summaries.
Our Client Success team adapts communication style, cadence, and strategy accordingly. Engagement thrives when clients feel understood.
We ask:
- What are your leadership priorities this year?
- How can pharmacy strategy support your broader benefits objectives?
- Where do you see friction in the member experience?
When clients feel heard, partnership becomes collaborative rather than transactional.
Together, these practices reinforce our commitment to ongoing support and partnership.
The Bottom Line
Implementation done right is not a one-time event. It is an ongoing commitment to education, transparency, and strategic partnership.
At Server You Rx, we don’t simply manage pharmacy benefits — we engage, guide, and grow alongside our clients. And when engagement is intentional and consultative, success naturally follows.
Give your clients the insights they want.
Fill out the form below, and discover the Serve You Rx difference.
About Serve You Rx®
Serve You Rx is a full-service pharmacy benefit manager (PBM) with unquestionable flexibility and an unwavering commitment to doing what’s best for its clients. With a fervent focus on those it serves, including insurance brokers, consultants, third-party administrators, and their clients, Serve You Rx delivers exceptional service and tailored, cost-effective benefit solutions. Independent and privately held for nearly 40 years, Serve You Rx can implement new groups in 30 days or less and say “yes” to a wide variety of viable solutions. Known for its adaptability, quality, and client-centricity, Serve You Rx aims to be a benchmark for better client service.
