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.

Customer Experience Committee Roster

Co-Chairpersons: Juliana Horton-DeFrancis, Blue Sky Specialty Pharmacy

Susan Allen, Amber Specialty Pharmacy
Johnny Chang, Novant Health
Van Chau, UC Davis Health
Lou Dallago, Pfizer
Jennifer Donovan, Shields Health Solutions
Genese Hendrickson, Perigon Pharmacy 360
Thomas Jeffrey, SullivanLuallin Group
Quintin Jessee, D2 Pharma Consulting
Karen Kelley, Shields Health Solutions (Regional Health)
Deborah Michaelson, Acentrus Specialty
Debra Moll, PromptCare Home Infusion
Jacqueline Nielsen, Ardon Health
Chris Popun, Publix Supermarkets
Bryan Schuessler, Rx Savings Solutions
Tricia Twaranovica, Regeneron
Mariah Wood, AcariaHealth
Rhetta York, Maxor
Nick Zapata, Senderra Rx
Yiwen Zou, Community, A Walgreens Pharmacy

Board Liaison

Chandra Wahrgren, Moda Partners
Alexandra Broadus, Walgreens

Other Liaisons

Sheila Arquette, NASP
Arianna Arquette, NASP
Jo Ann Hyres, NASP
Melissa Richards, NASP

Committee members as of May 5, 2023