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 Monday of the month via Zoom, 1:00 p.m. – 2:00 p.m. EST


To learn more, download the Customer Experience Committee Flyer.

Customer Experience Committee Roster

Co-Chairpersons: Genese Hendrickson, Perigon Health 360 and Juliana Horton-DeFrancis, Blue Sky Specialty Pharmacy
Board Liaison: Alexandra Broadus, Walgreen Co

Andrew Babb, BioTek ReMEDys

Kanika Chandra, University of California

Jennifer Craig, Banner Health (Shields Health Solutions)

Jennifer Donovan, Shields Health Solutions

Thomas Jeffrey, SullivanLuallin Group

Michele Kensik, FountainRx Specialty Pharmacy

Khadijah Khan, Walgreen Co.

Kate Lewis, Froedtert Specialty Pharmacy

Dylan McWilliams, Ohio Northern University

Jennifer Morrison, Lumicera Health Services, LLC

Jacqueline Nielsen, Ardon Health

Valerie Ott, Ardon Health

Tiffany Phung, UC Davis

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 May 3, 2024.