At Direct Scripts, we are taking the outbreak of the coronavirus (COVID-19) very seriously. We are monitoring information from the Centers for Disease Control and Prevention (CDC), the World Health Organization (WHO), the National Institutes of Health (NIH), the individual state departments of health and other experts.
This situation is changing on a daily, if not hourly, basis and we will follow federal and state guidance regarding the well-being and support of our members, customers, and our Employees.
Contingency planning is part of our normal operational approach to ensure we are prepared to address unique circumstances that may arise and determine any additional actions needed. We will continue to monitor the situation and take action as needed.
In response to the national public health emergency, we want to share the actions we are taking to support clients and members.
Redundant Operations: Our PBM partner WellDyne maintains redundant operational facilities in Lakeland, FL and Centennial, CO to help us ensure a high level of service to our clients and members during any unexpected situations.
Drug Supply: We are working closely with our wholesale partners to monitor and maintain an adequate drug supply. Our drug purchasing strategies ensure we have an adequate supply today and into the future to take care of our patients. At this point, we do not anticipate shortages for medications we dispense, and we will continue to closely monitor supply to avoid any service disruption to our patient population.
High Service Levels: We now have more than 80% of our staff working from home, which helps lower the risk of virus exposure in our physical locations.
- We have maintained our high service levels in the pharmacy and contact center during the transition of many of our team members to work from home status.
- We are closely monitoring key metrics such as the average speed of answer, call abandonment, shipping turnaround time and are pleased to report we are promptly serving your members.
- Today’s extraordinary circumstances call for increased compassion and understanding. Plan members needing assistance have reached out to thank the team for not only quick answers to their questions, but for the caring attitudes of our representatives. We appreciate this feedback and are sharing it with the team members on our front lines.
- Like many communities across the country, local school and daycare closings have affected our employees and their families. Colleagues who are now working from home to ensure availability to take service calls may have small children at home. As a result, when you or your members speak with Member Services or Client Services, a child or TV may occasionally be heard in the background. We will make every effort to minimize disruption of calls, and appreciate your understanding and support during these unprecedented times.
At this time, we do not anticipate delays in dispensing any medications, including those related to COVID-19, and we continue to watch the use of anti-viral products.
Here are some helpful resources to consider during this time: