The Human Side of Pharmacy Savings

3 Min read
May 28, 2026

Crescent Moore

SVP of Clinical Strategy, LucyRx

Best Practices

“The LucyRx Care Guide was professional, kind and focused. He helped put us at ease, listened with empathy, and made sure we understood what was happening.”

– Member feedback, Large Hospitality and Entertainment Employer

That is what good prescription care should feel like.

As someone who leads the LucyRx Care Guide team, I think about this every day. A member waiting on a medication does not need more confusion. They need someone who will listen, explain what is happening, and stay with the issue until it is resolved.

Over six months, that kind of hands-on support showed up in both experience and results: 7,510 cases supported, 1,874 members engaged, $1.91 million in plan savings, and $457,000 in member savings. Together, that added up to $2.37 million in combined plan and member savings.

The savings matter. But the person behind each case matters more.

Prescription care gets complicated fast

For many members, prescription care becomes difficult in small but stressful moments.

A medication is delayed.
A prior authorization is pending.
A prescription is denied.
A copay is higher than expected.
A specialty medication needs coordination.
A member has questions about how to take a medication safely.

These moments can feel overwhelming, especially when someone is already managing a health condition.

That is where LucyRx Care Guides step in.

LucyRx Care Guides are part of a clinical support team that includes registered nurses, clinical pharmacists, pharmacy technicians, and patient advocates. They work one-on-one with members when prescription care gets complicated.

They start by listening. Then they explain what is happening in plain language, help coordinate next steps, and stay connected until there is a path forward.

What Care Guides help with

Care Guides help members navigate the parts of pharmacy that can feel hardest to manage alone.

That may include:

understanding a treatment plan
working through coverage and approvals
helping with denied prescriptions
finding savings options that fit the member’s situation
coordinating specialty medications, delivery, and refills
answering medication questions
providing extra check-ins when more support is needed

This is not scripted support. It is real help in the moment.

Sometimes that means finding a lower-cost option. Sometimes it means helping a member understand what paperwork is still needed. Sometimes it means calling the pharmacy so the member does not have to carry the burden alone.

One member said their Care Guide “helped put us at ease.”

That may sound simple. It is not.

When someone is worried about a medication, clarity can feel like relief.

Why this matters for employers

For employers, member support is often talked about as an experience issue. It is that, but it is also more than that.

When members get help earlier, small problems are less likely to become bigger ones. People are more likely to understand their options, find available savings, and stay connected to their medications.

That creates better outcomes for members and better performance for the plan.

In this case, LucyRx Care Guides helped members find copay assistance, identify lower-cost alternatives, and navigate complex therapies. Over six months, that work helped deliver $2.37 million in combined plan and member savings.

Those savings did not happen because members were left to figure it out alone.

They happened because someone helped.

The heart of the work

Savings are important. Employers need to manage pharmacy costs, and employees need medications to be affordable.

But at the heart of Care Guides is something very human: helping people feel supported when prescription care gets hard.

That is why this work matters.

A member should not have to understand every benefit rule, every form, every approval step, or every cost option by themselves. They should have someone who can explain it clearly and help them move forward.

That kind of support builds trust.

It also helps make prescription care work better.

Want the full story?

Download the full case study to see how one large employer reduced pharmacy spend by 15%, lowered member out-of-pocket costs, and delivered $2.37 million in combined plan and member savings through LucyRx Care Guides.

Download the case study

The Human Side of Pharmacy Savings

3 Min read

Crescent Moore

“The LucyRx Care Guide was professional, kind and focused. He helped put us at ease, listened with empathy, and made sure we understood what was happening.”

– Member feedback, Large Hospitality and Entertainment Employer

Prescription care gets complicated fast

What Care Guides help with

Why this matters for employers

The heart of the work

Want the full story?

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