OTC Essentials drives results for health plans by supporting member satisfaction and retention.

FirstLine Medical Net Promoter Score

Industry leading Net Promoter Score® 1 shows the program contributes to member satisfaction

FirstLine Medical Retention Rates

Better retention among those who use it2

WHY OFFER OTC BENEFITS?


How the program works:

We provide turnkey benefit administration and management. From ordering to delivery, both you and members will get support every step of the way.

FirstLine Medical Member Marketing
1

We manage credits and communications for a streamlined member experience.

  • Health Plan sales collateral and training
  • Credits automatically loaded to member account at the beginning of the quarter
  • Annual mailing that includes catalog, order form, and business reply envelope
FirstLine Medical Personal Care Products
2

We source a wide selection of products for member needs, quality and price.

  • Simple ordering via mail or website
  • Over 200 low-cost, quality products
  • Generic and brand names included in product selection
  • Competitive analysis completed twice a year on product selection
  • Product categories include first aid, pain management, oral care, bath safety, incontinence and more
FirstLine Medical Support and Delivery
3

We handle delivery and manage customer service call centers for support.

  • Products delivered direct to the member’s home
  • Shipping, handling and taxes are at no cost to the member
  • Expert customer service advocates trained in all aspects of the benefit to handle all member issues
  • Reporting and metrics

REQUEST MORE INFO

1 Customer NPS® results for their OptumRx benefit plan. 2018.

2 OptumRx retention analysis comparing average retention of members who utilized Over-the-Counter Essentials versus those that did not in 2016–2018. 2019.