Express Scripts Canada Announces Opening of Customer Experience Centre

  • Facility to Provide Plan Sponsors with Insight into Ways to Better Manage Prescription Drug Benefit

MISSISSAUGA, ON, July 18, 2012 /CNW/ - Express Scripts Canada, one of the largest providers of health benefits management services in Canada, today announced the opening of its Customer Experience Centre in Mississauga.

The Customer Experience Centre, which is housed separately in the same premises as the Express Scripts Canada Ontario Pharmacy, will offer plan sponsors with insight into ways they can better manage the prescription drug benefit on behalf of their respective organizations.

The Customer Experience Centre also serves as the new home for Express Scripts Canada's Pharmacy and Clinical Services team, which develops new products and services to meet the current and emerging needs of the Canadian health benefits marketplace.

"The Express Scripts Canada Customer Experience Centre is built on the same premise as the Express Scripts Research & New Solutions Lab in St. Louis, which is that greater insights lead to greater results," said Michael Biskey, President of Express Scripts Canada. "Our Pharmacy and Clinical Services team is dedicated to addressing evolving health-care challenges head-on - they are turning data into insights and insights into proven, practical solutions for plan sponsors and plan members, creating innovative, customized solutions for some of the most complex challenges they face.

"At the Customer Experience Centre, plan sponsors can interact with Express Scripts Canada's diverse team of experts to better comprehend how Express Scripts Canada uses advanced analytics to study data about how patients interact with their prescription-drug therapies. In turn, these analyses have revealed useful insights into patient-related behavior."

Better Care, Zero Waste Go Hand-in-Hand
Through the working application of the behavioral sciences, the Express Scripts Canada Customer Experience Centre is clearing the path to better care and zero waste in the pharmacy landscape. Over the past few years, research by Express Scripts, Express Scripts Canada's parent company, has repeatedly demonstrated that better care and zero waste often go hand-in-hand - the most effective care can often cost the least.

"The challenge is not simply to make these two goals compatible, but rather to do so in a manner that is acceptable to both members and plan sponsors," said Mr. Biskey. "Surprisingly, the biggest gap is not between what plan sponsors want and what patients want, but rather between what patients want and what patients actually do.

"We use the advanced application of the behavioural sciences to health care to activate patient intent. At the Express Scripts Canada Customer Experience Centre, we will introduce plan sponsors to proven tools to better manage the cost of the prescription drug benefit while actually providing plan members with an enhanced prescription drug service. "

Pharmacy Benefit Management
Express Scripts Canada's expanded PBM service, which can be added by companies and organizations without changing insurance carriers, applies behavioural sciences to health-care decision-making to more effectively help manage benefit costs and improve health outcomes. Plan members, with the support of their physician, as appropriate, will interact with a team of qualified pharmacists at Express Scripts Canada to learn about their maintenance medication alternatives so that they can make more informed choices. The result will be decisions that promote improved health outcomes, while often reducing costs for both the member and the member's plan sponsor.

Working in conjunction with the expanded PBM service, an Express Scripts Canada Pharmacy will facilitate the dispensing and delivery of prescription drugs to treat ongoing medical conditions, such as diabetes high blood pressure and high cholesterol. The prescription is subsequently delivered, via free standard shipping, to patients' homes or to the address they designate.

A skilled team of pharmacists and pharmacy assistants verify the clinical quality of those prescriptions filled. Patients also have access to pharmacists to answer questions about their medications.

With Express Scripts Canada's expanded PBM service, Canadian plan sponsors have access to proven tools to better manage the cost of the prescription drug benefit while providing plan members with an enhanced prescription drug service.

About Express Scripts Canada
Express Scripts Canada, a registered business name of both ESI Canada and Express Scripts Canada Services, each an Ontario partnership, is indirectly owned by Express Scripts, Inc., and is one of Canada's leading providers of health benefits management services. From its corporate headquarters in Mississauga, Ontario, just outside Toronto, Express Scripts Canada provides a full range of integrated pharmacy benefit management (PBM) services to insurers, third-party administrators, plan sponsors and the public sector, including health-claims adjudication and processing services, Home Delivery Pharmacy Services, benefit-design consultation, drug-utilization review, formulary management, and medical and drug-data analysis services, to better facilitate the best possible health outcomes at the lowest possible cost. For more information about Express Scripts Canada, visit its Web site at

About Express Scripts
Express Scripts manages more than a billion prescriptions each year for tens of millions of people. On behalf of our clients — employers, health plans, unions and government health programs — we make the use of prescription drugs safer and more affordable. We innovate to enhance patient care, reduce pharmacy-related waste and increase therapy adherence. Building on a strong clinical foundation, we apply our understanding of the behavioral sciences — an approach we call Consumerology® — to make it easier for people to choose better health. To learn more, go to

Headquartered in St. Louis, Express Scripts provides integrated pharmacy benefit management services, including network-pharmacy claims processing, home delivery, specialty benefit management, benefit-design consultation, drug-utilization review, formulary management, and medical and drug data analysis services. The company also distributes a full range of biopharmaceutical products and provides extensive cost-management and patient-care services.

For more information, visit

Express Scripts Safe Harbor Statement
This press release contains forward-looking statements, including, but not limited to, statements related to the Company's plans, objectives, expectations (financial and otherwise) or intentions. Actual results may differ significantly from those projected or suggested in any forward-looking statements. Factors that may impact these forward-looking statements can be found in the Management's Discussion and Analysis of Financial Condition and Results of Operations in the Company's Form 10-Q filed with the U.S. Securities & Exchange Commission (SEC) on May 10, 2012. A copy of this form can be found at the Investor Relations section of Express Scripts' Web site at

We do not undertake any obligation to release publicly any revisions to such forward-looking statements to reflect events or circumstances after the date hereof or to reflect the occurrence of unanticipated events.