The Clinical Engagement Center Celebrates its Fifth Anniversary

For many members, the pharmacy journey can come with a lot of questions. A new prescription, a change in coverage, a missed refill or uncertainty about how to stay on track can quickly make the whole experience feel confusing or overwhelming.  

For the Clinical Engagement Center (CEC), the goal is to avoid those moments whenever possible and to provide personalized support when they do arise. “The CEC is our clinician-led telehealth division that provides personalized medication support and education to members and prescribers. I’m incredibly proud of the impact this team has made over the past five years and the strong foundation we’ve built to continue elevating the experience for those we serve,” said Laura Jester, PharmD, VP of Clinical Services. Through proactive outreach and clinical support, the CEC helps turn questions into clarity, keeping each member’s health, wellness goals and care experience at the heart of every interaction.  

“We support members in real-life moments, whether they’re juggling schedules, picking up medications or figuring out what comes next,” shared Sr. Manager of Clinical Programs at the CEC, Amanda Lee, PharmD. “Sometimes it’s a quick call or help coordinating delivery, but those moments make a big difference. They help members feel confident in their benefits and keep their care moving.” 

As the CEC celebrates its fifth anniversary, we’re looking back at how it has grown, the members it has supported and the people who made that impact possible.

FROM A SMALL TEAM TO A CLINICAL FORCE

At Navitus, we know that better outcomes start with a better understanding of our members’ experiences, their questions and the moments when support matters most. 

That belief led to the foundation of our Clinical Engagement Center in 2021. By bringing clinical outreach and member support in-house, Navitus created a dedicated team that works directly with members to understand their concerns, learn from such interactions and build programs around what members actually need.  

For Vonda Stormer, CPhT, Sr. Pharmacy Technician and one of the first CEC associates, that trajectory speaks to something deeper than numbers. “This remarkable growth,” she reflects, “is a direct result of the collective effort, commitment and collaboration of every team member.”  

MORE THAN OUTREACH: A SUITE OF SOLUTIONS

When the CEC launched, its work centered on Medicare members navigating complex medication needs. Some were unsure why they were taking multiple prescriptions. Others were struggling to stay on track or needed help understanding how their medications fit into their broader care. 

Over time, the CEC has expanded into a comprehensive suite of solutions designed to support all members at every point in their pharmacy journey. 

• Supporting members through change: Whether it’s a new plan, a formulary update or a coverage shift, the CEC helps members understand what’s changing, which steps to take and how to move forward with confidence
• Helping members stay on track: The CEC reaches out when adherence slips, answers questions, removes barriers and helps members stay consistent with their medications and care plans 
• Offering ongoing personalized support: The CEC provides high-touch clinical guidance to help members explore medication options, manage costs and make informed decisions  

“The biggest takeaway is that the CEC helps improve two things: health outcomes and the member experience,” reflects Casey Herlache. “By doing that, we also drive value for our clients and continue building the kind of proactive, member-centric practice we want to represent every day.” 
 
Together, these areas of support reflect how the CEC has grown over the past five years, not by changing its purpose, but by finding new ways to reach more members sooner, anticipate their needs and help them move forward with clarity. 

A TEAM DEFINED BY COMPASSION AND COLLABORATION

While the CEC delivers strong results through its well-thought-out programs, what truly sets it apart is the people behind them. Across its programs, the team has completed more than 150,000 interventions, helping members improve access, strengthen understanding or stay connected to the care they need.  

“During medication reviews, we have encountered situations where members were unintentionally taking medications incorrectly,” shares Vonda Stormer, “which highlights the value of these reviews in improving understanding and safety.” 

And that kind of work takes more than clinical knowledge. It takes patience, empathy and a team that wants to make a real difference.  

As Marcy Morjzych, CPhT, Sr. Pharmacy Technician, shared, “We really are a team that seeks to help one another be the best they can be every day. Each of our associates truly cares about the other and achieving the best outcomes, not only for us as an organization, but for our members as well.” 

That impact is felt directly by the people the CEC serves. Today, the team maintains a 97% customer satisfaction rate, demonstrating the trust built through each conversation and the care the associates bring to every interaction.  

WHAT COMES NEXT

“In today’s complex and often overwhelming health care landscape, the right guidance at the right moment can change everything,” explains Casey Herlache. “For the CEC, the opportunity ahead is to reach more members, listen closely and continually evolve alongside their needs.” 

That belief has shaped the CEC’s first five years, and it’s what will carry it forward. As pharmacy benefits become more dynamic, members are increasingly navigating uncertainty: new coverage rules, formulary changes and rising cost pressures that can disrupt their care. 

More than ever, they need support that feels proactive, personal and easy to understand, not another layer of complexity. 

That’s why the CEC’s next chapter is focused on showing up earlier and staying connected longer, anticipating members’ needs and helping them feel confident in every decision. 

Because at its core, this work isn’t just about managing pharmacy benefits. It’s about creating an experience that feels clearer, simpler and deeply supportive at every step of the journey.