Express Scripts is the nation's leading full-service pharmacy benefit management company, helping employers, health plans and other health-insurance payers to reduce costs while providing the best care for their members. The company saw an opportunity to implement process improvement solutions that would create synergies to enhance positive member outcomes; while improving employee experience and achieving business goals. We evaluated our existing knowledge management processes and were inspired to explore our documentation technology and strategy to achieve better business results. This led to a thoughtful and strategic evolutionary approach to aligning our Knowledge Management System (KMS) with our business goals of improved efficiency and enhanced customer experience.
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