Provides permissions to designated caregivers to access select information and act on behalf of the care recipient (e.g. view).

In-Scope MLP Priorities:

• Streamline digital + in-store (RxC) caregiver setup and automate for Caremark dependents
• Integrate caregiver onboarding functionality into key flows
• Enable non-customers to act as caregivers to CVS customers
• Enable caregiver setup for Specialty and Caremark customers without requiring an RxC ID
• Simplify consent and preference management on behalf of caregivers
• Celebrate, reward, and proactively offer support / care to our caregivers
• Progress foundational work required to unlock cross-enterprise caregiving capabilities in the future

OKR:

• Grow user base and digital adoption – simplify onboarding, streamline caregiver onboarding
• Additional care and clinical support

Asks health queries and receives personalized recommendations on products, content, and others.

In-Scope MLP Priorities:

• Unify search capability across the following areas:
  – Navigation – Help customers find and navigate to key pages, flows, and services within the App
  – Content Discovery & Rx Info – Surface relevant drug (descriptions, uses, side effects) and condition info
  – Health – Surface relevant MinuteClinic services, scheduling tools, clinic locations, and content
  – Front Store – Surface relevant products, deals, and fulfillment capabilities for Core Shop
• Scale chatbot capabilities leveraging conversation AI to drive self-service for top intents (Refills, Order Status / Issues, Nearby Store Pickup, Transfers, Delivery, Appointment Scheduling, etc.)
• Channel shift inbound IVR / voicemails to digital outbound messaging channels for patient follow-up

OKR:

• No Calls / Self-Service – Self-Service Capabilities (Refills, Order Status, Action Notes, Prior Auths, etc.); Chatbot and Live-Agent Support for Transactional & Clinical Questions

Eases the overwhelm of consumers onboarding to new conditions by providing bite-sized content, facilitating the process of tracking and managing their medications

In-Scope MLP Priorities:

• Trigger condition onboarding offer based on new Rx therapy starts in Retail, Caremark, and Specialty or medical results (1st condition TBD)
• Leverage Clinical Virtual Assistant / Digital Counsel – Platform to surface relevant therapy-specific content (snippets, articles, videos) during key moments (first fill, adherence / symptom check-in, first refill) via preferred communication channels
• Integrate contextually relevant NBAs throughout the experience (auto refill, gaps in care, health plan messages, etc.)
• Ability to access all content outside of the condition management flow (Health Triage, SEO)
• Daily medication adherence tracking and medication reminders for caregivers and caregivers (pre-populated using existing Rx fill data and medication schedule)
• Ability to view / track engagement and / or progress with new condition onboarding (and re-engage during key moments in the journey like refills, building a habit for 30 days, etc.)

OKR:

• More Care / Clinical Support – Digital Counsel Platform, Symptom Tracking, Side Effects, Adherence Tracking

Centralizes user’s personal health records (internal and external sources) and easily and securely share data with providers and caregivers.

In-Scope MLP Priorities:

• Ability to show health / medical information across the CVS ecosystem in the App
  – Additional data attributes to be added (above and beyond Health Dashboard) in partnership with Business GMs
• Ability to share the record with providers and care group members
• Ability to apply caregiver permissions to health records (health BU only)
• Ability to verify and confirm health record data over time to maintain a top record
• Ability to compile and show information, based on an LOA2 account
• Ability to surface contextually relevant NBAs based on the contents of your health records

OKR:

• More Care / Clinical Support – Records & Results at Your Fingertips

Earns rewards across the CVS loyalty programs, while staying on top of your health, through healthy habits.

In-Scope MLP Priorities

• Integrate rewards programs across the ecosystem into a single customer UX (Extracare, PHR, MinuteClinic, Signify, etc.) for individuals and families
• NBAs to drive upsell / enrollment in new rewards programs (ExtraCare+, PHR)
• Contextually integrate PHR into core Rx flows
• Ability to create new rewards that incentivize
  customers to:
  – Adopt new behaviors (barcode pickup, refill, digital check-in)
  – Drive Signify utilization (in-home visits)
• Ability to push / notify customers if there is a status change / triggers for their rewards
• Increase adoption of new HIPAA consent
• Ability to connect rewards with health / wellness trackers (Note: Assumes we scale Healthy Rewards)

OKR:

• Integrated Rewards – Integrated Rewards Experience Across Enterprise; Enhance Loyalty Program Benefits and; Expand Incentives
• More Users / Digital Reach & Adoption – Incentives and Gamification – Loyalty = Visually Depicted Example / Rewards, Progress Tracking

Allows for user insurance information to be viewed and saved, and to view and apply relevant balances (i.e., HSA / FSA / OTCHS) to purchases.

In-Scope MLP Priorities:

• Improve price transparency for prescriptions using all available data sources (Caremark mock adjudication)
• Ability to view progress against individual and family prescription & medical deductibles
• Ability to link Aetna insurance during onboarding flow
  – Persist and pre-populate throughout the experience
• Ability to view insurance card details on demand
• Ability to view current HSA / FSA / OTCHS account balances and initiate shopping directly from the App

OKR:

• Price & Status Transparency – Drug Cost Transparency and Progress Against Deductibles
• Messaging & Communications – Proactive Messages For Changes to Order (Price, Availability, Promise Time, etc.)