Mark Morse is a Chief Executive Officer at Enclara Pharmacia, Inc. based in Prospect, Kentucky, United States, North America. Currently serving as the CEO of Enclara Pharmacia, the nation's largest pharmacy benefits management company specializing in the hospice industry. Under my leadership, we have: - acquired and integrated the 4th largest hospice PBM - Hospice Pharmacy Solutions, - added two of the nation's largest hospices as our clients, - revamped and stabilized our mail order operations, - integrated redundant functions within our parent company, Humana, and - used digital innovation to improve patient care by developing and deploying E3 Pro, an advanced medication management tool. Previously, as the Vice President of Pharmacy Service Operations, I led the contact center operations for Humana Pharmacy within Humana Pharmacy Solutions. This included approximately 3,000 associates in 16 different domestic and overseas locations, as well as direct responsibility for the overall consumer experience provided by the mail order pharmacies. During my tenure in this role we: - won the J.D Power Award for mail order pharmacies 4 times in the last 6 years, - raised our transactional net promoter score by 18% over the past two years, - introduced artificial intelligence and real-time CX tools to improve the consumer experience, - deployed feedback loops to combine feedback from our associates and customers to generate actionable insights, - removed over $30M in cost out of our annual run rate, - increased by 120% the referrals to our mail order pharmacy by agents selling Humana products direct to consumers, and - reduced voluntary turnover by 35% within our main contact center.
Current Position: Chief Executive Officer
Company: Enclara Pharmacia, Inc.
Location: Prospect, Kentucky, United States, North America
Social: Professional profiles available
Network: Extensive professional connections