Customer Experience Committee

The mission of the customer experience committee is to develop standardized assessment tools that accurately and precisely measure specific drivers of customer engagement and satisfaction, unifying specialty pharmacies in their measurement of the customer experience and providing valuable, actionable insights which allow for benchmarking and like-for-like comparisons of performance across the specialty pharmacy industry consistent with the mission of the organization, the needs of the membership and the patients we serve.

Meets: Second Tuesday of the month via Zoom, 1:00 p.m. – 2:00 p.m. EST

Subcommittees:  

To learn more, download the Customer Experience Committee Flyer.

Customer Experience Committee Roster

Chairperson: Juliana Horton-DeFrancis, Blue Sky Specialty Pharmacy
Board Liaison: Alexandra Broadus, Walgreen Co

Andrew Babb, BioTek ReMEDys
Megan Butterfield, MedAdvisor Solutions
Kanika Chandra, University of California
Jennifer Craig, Banner Health (Shields Health Solutions)
Jennifer Donovan, Shields Health Solutions
Kyle Grimslid, Redi Health
Thomas Jeffrey, SullivanLuallin Group
Karen Kelley, Shields Health Solutions (Regional Health)
Michele Kensik, FountainRx Specialty Pharmacy
Khadijah Khan, Walgreen Co.
Kate Lewis, Froedtert Specialty Pharmacy
Jennifer Morrison, Lumicera Health Services, LLC
Sara Nicolaus, Saint Luke’s Health System
Jacqueline Nielsen, Ardon Health
Valerie Ott, Ardon Health
Laura Randall, Maxor National Pharmacy
Sandra Rivera, Shields Health Solutions
Lisa Salinas, Optum Rx
Bryan Schuessler, Rx Savings Solutions
Pratik Shah, Cook Children’s Health Care System
Vickie Sykes, Amber Specialty Pharmacy
Dianna Tatum, Vizient, Inc.
Darren Townzen, Walmart
Cara Trejo, H-E-B Specialty Pharmacy
Corey Underwood, Provista
Rhetta York, Maxor National Pharmacy
Nick Zapata, Senderra RX
Kalliopi Ziangos, Elevance Health

Committee members as of December 6, 2024.