When a health plan reached out to ask if Genoa Healthcare could help one of their members who needed support, Genoa pharmacist Caitlin Gonzales, PharmD, listened – and turned her compassion into action.
On paper, the challenge seemed straightforward. Claims data showed the consumer frequently missed doses and wasn’t adherent to her medication plan. But when Caitlin connected with her, she knew the story didn’t end there. By asking a few thoughtful questions, Caitlin uncovered the real issue: the consumer didn’t have reliable transportation.
For her, every refill brought stress and uncertainty – and too often, missed medications.
As a pharmacist for Genoa, Caitlin provides pharmacy support that's specialized for the behavioral health community.
Managing complicated treatment plans can be especially difficult for people living with behavioral health and other complex conditions. When members don’t adhere to their medication routine, it can lead to poorer outcomes and higher overall costs.1 By partnering with insurers and health plans, Genoa provides high-tough pharmacy care and clinical services for members who need it most – helping lower costs while making life easier and improving outcomes.
In this case, Caitlin’s conversation revealed what claims data alone couldn’t. Once the real barrier was clear, her pharmacy team did what Genoa teams across the U.S. do best: they solved the problem with care.
First, they transitioned the consumer’s prescriptions to free mail delivery, ensuring her medications would arrive safely and on time — no rides needed, no missed doses, no gaps in care.
Beyond that, the team continued building a relationship with her, offering direct and easy access to the pharmacy so she always had someone to turn to for answers or support.
The impact was immediate.