1. 7 From: Debra Muller (AHP) [mailto:Debra.Muller@avera.org]
Sent: Wednesday, July 28,2010 10:50 AM
To: Campbell, Ronald M; Dixon, Angel
Subject: A compliment ...
Impoftance: High
Mark,
When you and I had our conference call with Jackie Kosecoff back in early May, I promised Jackie that I would relate back
to her our experiences on-boarding with lnnovianVPrescription Solutions. While I believe Jackie expressed her desire to
hear about the challenges we experienced in moving from ESI to Prescription Solutions, I also promised her that I would
communicate the positive as well.
Today l'm taking time to share with you something very positive from our staff to yours. lt involves an employee by the
name of Shaun Johnston. I have received no less than five emails from staff throughout our company praising Shaun's
responsiveness, his ability to get things done, his system knowledge, his ability to listen and understand where a
particular person's question is coming from and to take the time to teach our staff members how to learn the system and
become more self sufficient.
Here is an example of the many stories shared with me about Shaun. lt came from our PBM Project Manager responsible
for coordinating on our end the transition.
As with anything, there are bumps in the road. Regardless of how much you prepare, there are always the unexpected
problems that arise. Having Shaun on our team was our critical link to making it through this transition. Here is an
example of the dedication Shaun gave to Avera Health Plans during the implementation and the dedication he continues
to give....
OnJunelSth,lcalledShaunonanissue. Hewasnotathisdeskandldidn'tleavealnessage. Asfhephone
was ringing I figured out what I needed to do and so there was no need to leave a rnessage. The email below
demonstrates the commitment Shaun has to our account. He noticed that someone from Avera (605#) had called
and offered his cell phone number if we needed anfihing. ln addition, Shaun's email was after his normal
wor
Page 2 of 2
To: Rebecca Olson
Subject: Missed Call
Noticed a 605 # called while I was awalt,from m)' desk - if it was ))ou and vou need assistance, call my cell - 972-
890-2952...
Shaun has been key to our implementation. Having Shaun on our account will help us transitionfrom ESI to
Innoviqnt with success. It is great to have someone who kno,,-s Avera Health Plans and the Prescription
Solutions system so well. All the systems, reports and technology can never replace the best resource- which is
key stffi
Dr. Mergens calls Shaun "our champion". Our customer service managff calls him "her lifesaver". Our
applications team praises his understanding of all the systems applications. I have yet to hear one negative or
even neutral comment about Shaun. Our staff has been effusive in their praise of him.
Angel - I understand Shaun directly reports to you and wanted you to have this feedback too. I know only too
well how difficult it is to stay in touch with all the accounts your team is responsible for managing and felt you
deserve to know that Shaun has been a great reflection of you, your team and your company in his handling of
our account.
There was something else that Jackie said in that May conversation that has really stayed with me. Paraphrasing
it was "in customer service I train my staff, if you care, then act. Caring doesn't mean anything without
action."
I've never met Shaun, but I can tell you that from the staff here at Avera, Shaun cares because he acts.
I hope that no less will ever be attributed to my caring.