The GoodRx Patient Advocacy Team: Who We Are, What We Do, and How We Help You

The American healthcare system places an incredible burden on patients to advocate for themselves. If there is confusion between healthcare providers, pharmacies, and insurers, the patient often becomes responsible for figuring out a way to pay for expensive and potentially life-saving medications. That’s where the GoodRx Patient Advocacy Team comes in. A big part of their job is helping Americans better understand how they can access quality healthcare.

If you’re reading this, you’ve probably heard that our mission at GoodRx is to help Americans find affordable healthcare. Many people know us for our mobile app and medication coupons. And for those who are new to using them, our Patient Advocacy Team often helps them learn how to check coupon prices and use discounts at the pharmacy. But what the GoodRx Patient Advocacy Team does extends far beyond that.

“Unlike a traditional customer support operation, the GoodRx Patient Advocacy Team is available to any American looking for affordable prescriptions,” says Alexia Downs, the Senior Operations Manager at GoodRx and head of the Patient Advocacy Team. “Whether someone wants to know if they’re eligible for a manufacturer provided copay card or compare options for pharmacy membership programs — we’re here to listen and share our pricing expertise.” While GoodRx coupons can provide discounts on many prescription medications, we recognize that there may be other ways for patients to save even more and wholly encourage other options in those instances. 

Alexia adds, “The vast majority of our callers don’t have an account with GoodRx — and we don’t require any personal information to provide our assistance and advice. Our mission is to advocate for prescription drug accessibility for all Americans who need help, no matter what that looks like.” 

Megan Aguiling, our Operations Manager, shared that she’s never been a part of a company that cares the way GoodRx does – “Every goal and project we tackle is to make either the customer or call agent experience better. If Patient Advocates can provide the most up-to-date, personalized information to each caller to help them get the medication they need, then we did our job well.”

What does the GoodRx Patient Advocacy Team do?

Our Patient Advocacy Team consists of several, smaller teams that all serve unique and important functions in assisting our customers.

The Operations Team handles overall department management. They continuously update helpful resources for both patient advocates and customers. For example, they update information on our site based on common questions we receive, and they maintain guides for our patient advocates so they can offer the best answers to callers.

The Teammate Experience Team focuses on onboarding and training new patient advocates, as well as managing content resources for both team members and callers. They set our new patient advocates up for success with the tools they need to provide the best customer experience.

The Customer Experience Team manages pricing, pharmacy issues, and communication with pharmacy benefit managers. They make sure GoodRx customers are getting the best prices available in their areas.

The Quality Assurance Team focuses on auditing customer-advocate interactions to ensure consistently great customer support. 

And last, but certainly not least, we have our Frontline Team of Patient Advocates. They work directly with callers to answer their questions and provide support! 

What sets our customer support apart?

There is a consistent focus on empathy throughout the Patient Advocacy Team — they work to ensure that patients feel supported and understood. Speaking to a general lack of human connection in the healthcare industry, Richard Rangle, our Senior Content Coordinator, says, “We provide an empathetic experience within the prescription coverage industry. I find that when working with any sort of healthcare or medication coverage entity, the empathy is often lacking.” 

Along with seeking to connect with and understand our customers, receiving customer feedback is also key to how the Patient Advocacy Team continuously improves their work. Our patient advocates are incredibly responsive and adept at improving our products based on customer suggestions. Elaine Foster-Jones, our Quality Assurance Advocate, shared a recent time when the team found a negative customer review. Our Patient Advocacy Team has maintained a customer satisfaction score of 99% for the past 3 years, and they intervene when customers run into any specific issues. This particular review prompted a personal call to the customer to follow up with them and provide additional support. The customer was very grateful and even changed his original response. In going above and beyond, patient advocates are able to continually improve their service and help callers reach a solution.

Our patient advocates also regularly think outside the box when it comes to helping customers. Alexia recalls this time: A 108 year old gentleman had called in asking for help, explaining she had been a GoodRx user for years. Only, his late wife had always navigated the process for them. Having no experience using the internet on his own, he asked for help with the GoodRx website. Alexia was happy to answer his questions, knowing how difficult it must have been to be grieving a loved one and trying to play catchup with technology at the same time. Upon learning he didn’t have a smartphone or an email address, Alexia made sure he knew how to print and email coupons to himself for as long as he needed them. Later, the same customer wrote a letter to Alexia thanking her. He said the time and care that she took to help him bought him enough time to figure out how to finally use the site on his own.

A hallmark of the GoodRx Patient Advocacy team is their willingness to go above and beyond. By taking time to carefully assess when customers are frustrated or confused, and continually make adjustments to improve their service, they are able to provide accurate information, helpful resources, and a supportive ear. 

Regardless of whether you end up using GoodRx to access your medications, patient advocates are here to help you navigate our intimidating healthcare systems, so you can make informed decisions and feel confident you understand all the options available to you.