5 eye-opening takeaways from Rightway’s 2024 PBM Annual Report.

2024 was about scale without sacrifice. We doubled membership, slashed GLP-1 costs by eight figures, and kept member NPS sky-high.

Here are five stand-out proof points from our 2024 PBM Annual Report and why they matter:

1. 83% member growth with on-time, flawless launches.

Rightway grew its membership by 83% in 2024, delivering smooth, on-time implementations across every company size and industry. That included a 48,000-member launch in under 90 days and an 80,000+ member transition completed on schedule with no coverage gaps. 

That doesn’t happen by chance. We built infrastructure to move quickly without cutting corners: repeatable project plans, embedded support, and a cross-functional team that manages every detail. The result is a clean handoff, zero member disruption, and a fully operational benefit on day one.

Why it matters: Transitions are where things typically break. However, a seamless go-live means members get the medications they need on day one and beyond without delays or disruptions. It also builds the trusted relationship that we are proud to have with our members in order to maximize every engagement opportunity we have with a member.

2. Member interactions up 157%, NPS steady at +78. 

More clients, more members, more touchpoints, more savings opportunities—and the same rave reviews. Even though call, chat, and app volumes surged, positive member sentiment never dipped. Every call was answered by a licensed pharmacist or certified tech, and over half of the member interactions included clinical consultation. That’s the power of building a product with service and advocacy in your DNA. Support doesn’t break when volume increases. It improves because your infrastructure knows how to handle it.

Why it matters: When demand spikes, most service models crack. Ours didn’t. High service at scale means members feel supported, and plans see better clinical and financial outcomes.

3. Real-time portal = 100% cost transparency.

One of the most consistent frustrations I hear from benefits teams is that their PBM’s data is useless: it arrives late, it is a static snapshot of data with no insights, and it is disparate and challenging to get to net cost economics.

Launched in 2024, our portal brings together every pharmacy-benefit metric (claims, eligibility, spend trends, member engagement, attributable outcomes and savings, drug level rebate flows) in real time. Clients can also make updates, submit requests, and track resolutions directly inside the platform. 

Why it matters: Real-time visibility gives clients a complete picture of what’s driving spend, usage, and engagement. No more flying blind or waiting weeks for outdated reports. Rightway empowers benefits leaders with dynamic benefit design decision support.

4. $19.4M saved on GLP-1 therapies.

We implemented evidence-based titration schedules and outcomes-based prior authorizations, saving nearly $20M for plan sponsors without restricting actual clinical need. 

We helped clients avoid the all-or-nothing trap by giving them structured management options. We offered five distinct plan designs, from open access to clinically controlled models tied to BMI, comorbidities, or participation in behavioral programs. We also added operational guardrails, such as limiting early fills during titration and blocking waste and fraud through medical chart reviews. Coverage doesn’t have to be reactive. With the proper structure, it can be strategic.

Why it matters: GLP-1s are exploding in demand and cost. We gave clients a playbook to manage them strategically without undermining access or outcomes, delivering world-class speed to value for our clients.

5. Fiduciary alignment isn’t just a buzzword. It’s the new baseline.

As the FTC continues to scrutinize traditional PBMs for hidden fees, rebate retention, and pharmacy steerage through vertical integration, employers are being held to a higher standard. They need partners who can not only withstand that scrutiny with clean, auditable, and defensible models, but also avoid the distraction of unwinding decades of business practice in order to catch up to the much needed reform

We were built the “right way”—pun intended—and to be on the right side of history. We don’t own pharmacies. We don’t retain rebates. We don’t make money off utilization. Our revenue comes from a single, fixed fee with full rebate pass-through and claim-level reporting built in. That gives our clients something most PBMs can’t: clarity, predictability and accountability. It’s easier to explain to your CFO. Easier to defend to your board. And easier to reconcile at year-end.

Why it matters: In today’s environment, transparency isn’t optional. Our clean, auditable model helps clients stay compliant, credible, and in control.

Final thoughts.

Pharmacy benefits now hinge on transparency, measurable performance, and iron-clad accountability. In 2024, we showed that you can scale and improve outcomes by stripping out friction, delivering real-time data, running clinical-first strategies, and keeping our finances crystal clear. Rightway is delivering the triple aim of healthcare through proper pharmacy benefit management: Lower costs, better outcomes, happier members.

That’s what smart growth looks like, and we’re only warming up. Read the full report here.