Episode 6
The New PBM Blueprint: Behind Rightway's member experience
with Edwin Capetillo, VP of PBM operations
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Edwin Capetillo, Rightway's VP of PBM operations, started at 12 delivering flyers for a corner pharmacy in Philadelphia. He went on to work as a pharmacy technician, then on the PBM side at PerformRx, Catalyst, and Evolent Health, before joining Rightway as one of the first 20 people on the PBM team.
In Episode 6 of The New PBM Blueprint, host Joe Chamberlin talks with Edwin about the three teams he leads, which make up roughly a third of Rightway's workforce: the contact center, benefit configuration, and PBM data operations.
In this episode, you'll hear:
- Why Rightway has no IVR, why every contact center hire is a certified pharmacy technician, and how member feedback gets taken to the people who earned it.
- How AI could shorten implementations that typically take 90 days.
- About an idea for a member-specific formulary, built around the 10 or 15 drugs someone actually takes.
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