Beyond the Refill: A Live View of the Member Journey

A quality strategy needs a view of what happens next

For health plans, medication quality is built through everyday actions: a member enrolls, prescriptions are coordinated, a refill becomes due, a question is resolved, and medication reaches the home. An adherence result tells part of that story. Understanding the journey behind it gives teams a clearer place to act.

SortPak has built SortPak Live to bring member support and useful operational information closer together. Alongside compliance packaging, refill coordination, home delivery, and pharmacist support, the portal gives health plans a shared way to follow their enrolled members and focus the next conversation.

The objective is straightforward: make it easier to see where a member is in the medication journey, recognize an emerging gap, and coordinate the next step with the people who can help.

Start with the member, then follow the journey

The journey begins with enrollment and an understanding of the member’s medication routine. SortPak coordinates prescription transfers, refill arrangements, prescriber communication, and packaging selection with the member and relevant care partners.

SortPak dose packaging organizes medications by prescribed day and time. SyncPak coordinates prescription bottles and non-pill medications in an organized shipment. These services support the routine at home, while SortPak Live supports the health plan’s view of the service and its reporting priorities.

For care and operations teams, the value comes from connecting the steps: member coordination, refill activity, access questions, and delivery information. Views and reporting are aligned with the plan’s workflow and the data available for its enrolled population.

Bring adherence signals into the working day

SortPak Live provides live member-level proportion of days covered (PDC) scores, refill gaps, gap days, and adherence trends for enrolled members, based on available dispensing and claims information. These tools help teams move from a population-level question—where should we focus?—to a member-level conversation about the next action.

A gap signal creates a starting point for follow-up. The team may need to coordinate a refill, contact a prescriber, clarify a medication change, or resolve a delivery question. Understanding the reason matters as much as identifying the gap.

Live updates reflect the information available to the portal. Complete adherence visibility depends on timely data sharing and the inclusion of relevant fills outside SortPak. Plans and SortPak can align data feeds and reporting definitions so teams understand both the signal and its limits.

Three adherence priorities. One connected member journey.

SortPak focuses its medication-adherence support on three important Star measure areas: statins for cholesterol, RAS antagonists for hypertension, and diabetes medications. The approach combines practical help with the prescribed medication routine and portal information that helps health plans follow their enrolled members.

Statins: Organized packaging and coordinated refills help support the member’s prescribed cholesterol-medication routine. SortPak Live provides available PDC information, refill gaps, and adherence trends to help teams identify members who may need follow-up.

RAS antagonists: For members prescribed medications in this hypertension-related class, SortPak coordinates refill timing, delivery, and communication about barriers. Portal visibility helps the plan and service team understand where a refill or related question needs attention.

Diabetes medications: SortPak helps organize eligible prescribed diabetes-medication routines and coordinate refills, transfers, and prescriber follow-up. Member-level information in SortPak Live helps teams review available adherence signals alongside the support needed to address an interruption.

Across all three areas, the purpose is to connect the quality signal to the member’s experience. A refill gap can prompt a conversation; that conversation can identify the barrier; and coordinated follow-through can help the team move the next step forward.

Connect the tools to medication-related Star priorities

Medication-related quality priorities include adherence to diabetes medications, hypertension medications in the renin-angiotensin system (RAS) antagonist class, and cholesterol medications in the statin class. PDC is a claims-based measure of medication availability; it does not establish whether each dose was taken.

Statin Use in Persons with Diabetes is a separate measure from statin adherence. An identified opportunity requires coordination with the plan and prescribing clinician to review eligibility, clinical appropriateness, and applicable exclusions—not simply adding a medication to a package.

SortPak pairs these priorities with practical support: organize the prescribed routine, coordinate refills, identify gaps, and communicate with the care team. The portal helps make that work visible. Official measure results remain subject to the applicable specifications, measurement period, and complete data.

Turn shared visibility into shared follow-through

A portal earns its place in a health plan’s workflow when its information supports a useful next action. SortPak Live brings case notes, access and order information, delivery visibility, and communication with the SortPak team into a connected experience for authorized care partners.

For an adherence initiative, that can mean reviewing a member’s refill-gap information alongside the service activity needed to understand it. For a plan partnership, it means agreeing on which views, data feeds, and reporting priorities will support the care and operations teams responsible for the population.

This collaboration helps turn separate updates into a clearer picture of member support. Teams can discuss the barrier, coordinate the follow-up, and review progress using the information available rather than treating each refill as an isolated event.

Built for the future of connected member support

The future of medication support calls for a closer connection between the member’s daily routine and the health plan’s ability to understand that experience. SortPak’s approach brings those two perspectives together: personalized medication service at home and shared visibility through SortPak Live.

The focus is on practical tools that help people work together—member-level adherence information, refill-gap visibility, case communication, and reporting aligned with the plan. The technology supports the people managing the member journey.

For health plans pursuing stronger medication-related quality performance, the next step is to see the portal in the context of their own population. SortPak can walk through enrollment, packaging, reporting priorities, and the data collaboration needed to make the information useful.

See your member journey in SortPak Live

Request a health-plan walkthrough to discuss how SortPak Live can support your enrolled members, medication coordination, and adherence reporting. Bring your team’s questions about PDC, refill gaps, delivery visibility, and the follow-up workflow.

CMS awards Star Ratings at the health-plan contract level. SortPak supports medication-related quality goals; service enrollment or use of the portal does not guarantee a particular Star Rating or clinical outcome.