Opinions And Ramblings By Adam Kmiec On All Things

Category Archives: UnitedHealthcare

The Worst Thing About The Pharmacy Experience

If there’s one thing I know a lot about, it’s the pharmacy patient experience. After working on the Rite Aid business for years and working at Walgreens for some time, I’ve seen a significant amount of research, patient feedback and other data about the pharmacy patient experience.

Imagine this situation. Your kids are sick. They’re miserable. The flu has completely knocked them out. You’ve been up for days watching what you thought was a cold, become the full-blown flu. Except that it’s not just the flu, nope, you got lucky, it’s all bronchitis. You take the day off and bring your kids into their primary care physician. They indicate yep, these kids are sick. They send you on your way with some instructions about rest and hydration, but also call in some prescriptions to your local pharmacy. Now, you know that it usually takes about 15 minutes to have your medication ready and you’re relieved that those scripts will be ready by the time you show up from the doctor’s office.

All good right? Not exactly. You get to the pharmacy, provide your name and the pharmacist comes back with bad news. Unfortunately, your prescriptions are not ready because they required prior authorization and as such, they need to get in touch with some combination of your insurance company and your physician. That relief you felt is replaced with anger and disbelief.

I’ve seen the above situation play out all too many times in customer feedback and I’ve also been that patient. It doesn’t have to be that way. Seriously.

PreCheck MyScript is a new product that doctors can use to make it quicker and easier for patients to get their prescriptions. It effectively takes the guesswork out of the experience. Not only do you avoid the painful experience I outlined above, but you’ll also know the medication cost before you even leave your doctor’s office. No, it’s not magic or some type of sorcery. It’s just PreCheck MyScript, another way UnitedHealthcare is making the patient experience smoother, while providing even more transparency.

I’m really thrilled with the video my team created to help create awareness about PreCheck MyScript. They knocked it out of the park. For those of you in the industry, you know how challenging it is to simplify something complex. They absolutely delivered on that challenge. More to come from.

I’m Joining UnitedHealthcare

UnitedHealthcare Logo

Our mission is to help people live healthier lives and to help make the health system work better for everyone.

That’s a mission statement designed to inspire and motivate. That’s what it did to me. I’m overjoyed to announce that I’ve joined UnitedHealthcare as Vice President, External Communications. In this new role, I’ll be leading Content and Social Media, our Regional Communications across the country and our External Corporate Communications. Additionally, I’ll be playing a role in our Corporate Social Responsability initiatives and of course, doing my part, every day, to help make the health sysetm work better for everyone.

I wrote to my world class Walgreens team, upon announcing my departure, “Be open to change. Consistency, while comfortable, will stop your growth. In fact, seek change. If you don’t drive the change you want, you are destined to be run over by change that’s less than desirable.” It’s a sentiment I’ve always believed. That mindset was instilled early on in my career by Pat Fallon. Pat was the pure definition of someone in perpetual motion. He boldly took Fallon into the future, before the future even knew what the future was. I learned a lot working for the agency the bore his name on the door. A willingness to seek, embrace and create change, was at the top of the list.

Minnesota Paddle State Fair Tee

Joining UnitedHealthcare brings about an enormous amount of change for me and the family. For starters, we’re leaving Illinois and moving to Minnesota. For our friends, yes, I know we just sold our condo in the West Loop, only to a buy a house in Evanston (that we loved) and yes, that means we’re selling the house in Evanston to buy a house in Minnesota. We Kmiec’s don’t make it easy. Try as I might to leave Minnesota, it continues to beckon me back. I’ll always be, just a kid from Brooklyn, but Minnesota has felt more and more like home, over the years.

Second, I’m leaving retail and CPG. For 15 of the 20 years I’ve been working, I’ve always been in the thick of retail and CPG. While joining UnitedHealthcare takes me out of that business, it keeps me very much in the middle of health care. There are few industries at the forefront of innovation that connect, touch and impact so many lives. UniteHealthcare, isn’t just in the middle of health care, they’re at the front, leading and embracing change.

The last big change, is my role. For the first time in the last 12 years I won’t be building or leading a digital marketing organization. This was actually one of the biggest draws of UnitedHealthcare. It’s rare that you get to reinvent your career, on your own terms, in a leadership capacity. To join a leading company like UnitedHealthcare, in a leadership role, working for an incredible leader, was an opporunity impossible to pass. If there’s one thing the Walgreen’s Leadership Model prepared me to do, it’s lead teams, where you aren’t the subject matter expert.

The team I’m joining is about as top notch as it gets. My peers are people I admire and respect for their accomplishments, thought-leadership and candor. The leaders across UnitedHealth Group, UnitedHealthcare and Optum come from ad-tech, retail, telecom and other fast-paced, dynamic and exciting verticals. Additionally, I’ve inherited a fantastic team. They’re bright, patient, collaborative and eager to deliver on our mission.

I’m humbled by the trust the organization has put in me and I look to pay it back for years to come.