Together Creating a Path to Better Care Gentry Health Specialty Pharmacy Services and Capabilities May 2019 2019 Asembia Specialty Pharmacy Conference
Agenda I. Company and Leadership Overview II. Strategic Approach III. Delivering Quality Patient Care IV. Clinical Programs Overview V. Operations Overview VI. Client Support and Management Services VII. Summary 2
Company and Leadership Overview 3
Ownership Structure • Gentry Health Services is a privately-held, wholly-owned subsidiary of Discount Drug Mart, Inc . (DDM) • DDM is regionally owned and operated since 1969 • 73 drug stores and expanding in the Ohio market • Ranked top 10 nationally among drug store chains • Focused on convenience and customer service • Active partner of the local community • Participation in local fund raising efforts for various associations • Healthcare destination for patients – one stop for all your patient’s needs • Discount Drug Mart 360 Care Program • Pharmacy department • Walk-in Clinics • Retail selection of most • Home Health Care • Professional Medical common products Equipment 4
Company Overview • Located west of Cleveland in Avon Lake, Ohio • Regional specialty pharmacy with national footprint • Pharmacy permit registration in all required states • Leadership and staff have over 100 years of combined experience in operational and service excellence, including managed care and large scale mail service fulfillment operations • Representing nearly 3.6MM contracted Ohio lives in 2019: • Nationally recognized accreditations: 5
Company Overview ▪ Operated by experienced leadership, extensive infrastructure, and the industry leading service model of Discount Drug Mart Resources include 250+ • pharmacists, 400+ pharmacy technicians ▪ Operations and clinical programs built on the premise of compassionate patient service, convenience, and delivering overall satisfaction while remaining flexible to adjust to client needs and market trends. ▪ Nationally recognized for customer service ▪ Major payer recognition demonstrating the commitment of DDM and GHS to patient care and healthy outcomes http://www.chaindrugreview.com/pharmacy-retailers-win-rx-adherence-challenge/ 6
Gentry’s Mission Statement At Gentry Health Services, we are an actively involved care partner helping to create a pathway to better health for our patients. Our team of professionals are committed to the highest standards of quality, safety, and convenience in the services we provide with the goal of delivering positive clinical outcomes and 100% patient satisfaction. 7
Leadership & Management Team • Douglas Boodjeh - CEO • Doug is the Chief Operating Officer at Discount Drug Mart, the parent company of Gentry Health Services, bringing more than 35 years of experience in the retail/pharmacy industry. Doug oversees all corporate sales, pharmacy and home health care operations, sports marketing and sponsorships, and is a senior buyer. As CEO of Gentry Health, Doug has oversight of business development and growth. • Doug is a graduate of Kent State University. He graduated in 1986 with a degree in business management. • Peter Ratycz R.Ph. – COO • Pete brings over 25 years of pharmacy operations experience leading a large retail pharmacy chain that has been awarded nationally for customer satisfaction and excellence in MTM services. Pete’s role at Gentry Health includes planning, development and execution on strategic initiatives at Gentry Health including business development. • Pete earned his bachelors degree in pharmacy from the University of Toledo. • Nimesh Patel R.Ph., MBA - Director of Pharmacy • Nimesh brings almost 20 years of experience to Gentry Health with various executive roles in high volume mail service operations as well as PBM clinical operations in both the commercial and Medicare segments. Nimesh’s role at Gentry includes handling day to day operations, regulatory compliance, PIC for licensing in all states, as well as maintaining accreditation standards with URAC, ACHC, and VIPPS and oversight of clinical therapy management programs. • Nimesh earned his bachelors degree in pharmacy from the University of Toledo and his Masters in Business Administration from Kent State University. 8
Leadership & Management Team Kurt Greiner, Manager of IT/IS • • Kurt brings over 20 years of experience in pharmacy technology and information. His expertise is in programming and developing customized data acquisition and reporting solutions necessary to meet the demands of high performing pharmacy operations. Kurt’s role at Gentry Health includes information security, managing all technology platforms as well as developing customized solutions to meet the specific needs of Gentry Health’s Clients. • Kurt earned his bachelors degree in Computer Science from Kent State University Kristen Saletrik PharmD R.Ph., Manager of Clinical Operations • • Kristen has over 8 years of pharmacist experience with varied roles in community, regulatory and specialty pharmacy. In her current role, she is responsible for the development, implementation, and management of all clinical programs. She also oversees the clinical team at Gentry Health Services. • Kristen earned her Bachelor of Science in Pharmaceutical Sciences Degree and her Doctor of Pharmacy Degree from The University of Toledo. Michele Kensik, Client Relations Manager • • Michele has more than five years of experience in managing strategic accounts. Michele’s primary role is to serve as the liaison between Gentry Health Services and our clients with the goal of ensuring excellent customer service, client satisfaction and compliance with regards to our service programs. As Gentry’s client relations manager, Michele will ensure our clients are receiving appropriate support from all areas of our business as well as conduct our monthly and quarterly reviews. • Michele earned her Bachelor’s Degree in Biology from Bowling Green State University. Chuck Genaro CPhT, Operations Manager • ▪ Chuck brings over 18 years of pharmacy and leadership experience to Gentry Health including various roles in high volume mail service operations as well as pharmacy automation, and inventory management experience. Chuck’s role at Gentry Health includes handling day to day operations including management of our certified pharmacy technicians as well as our dispensing, shipping and call center operations. He is also responsible for compliance to our accreditation standards from a service and operational performance perspective. ▪ Chuck has been a PTCB Nationally Certified Technician since 2010. 9
Strategic Approach Service Solutions that Deliver Results 10
Gentry’s Strategic Approach Our #1 Goal is to Take Care of the patient. When the patient is educated, adherent, and satisfied, EVERYBODY wins! 11
Typical Barriers to Care 12
Gentry Health’s Solution 13
Delivering Quality Patient Care Ensuring the Patient Experience Meets or Exceeds Expectations 14
Gentry’s Patient Centric Approach Clinical Assessments and ongoing monitoring Administration Training Adherence Benefits • Injection Training Programs Research • What to expect Patient Appropriate Med Use • Adverse Events Care • Medication Effectiveness Ongoing Support Individualized Medication Service Education • 24/7/365 clinical access • Frequent touch points Financial Assistance 15
Patient Experience ▪ Gentry Health’s Management Program Patient onboarding process ▪ Understand the patient’s needs including and cultural differences maximizing engagement ▪ Information and education provided to the patient to keep them engaged and empowered to take control of their care limiting their frustration and potential poor outcomes. Monthly refill reminder call and assessment conducted ▪ Evaluation criteria Changes in medical condition or medications, medication effectiveness, adherence ▪ Clinical intervention based on responses provided 16
Advocacy Efforts • Coordination of Benefits Eligibility Review – forward to network • specialty pharmacy when necessary Formulary review for coverage information • Source, facilitate, and assist in expediting • prior authorization and coverage determination requests Process claims with multiple payers • • Financial Assistance Copay assistance cards • Foundation fund programs • Manufacturer replacement programs • • Connecting Manufacturer and Organizational resources Manufacturer support – nursing, training, questions • American Cancer Association / MS Society – Advocacy events at Gentry • 17
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