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26 | I NSIGH T • A u g u s t 2 0 15 w w w . i n s i g h t o n b u s i n e s s . c o m plan sponsors," she says. "Johnsonville and its members have experienced lower pharmacy costs and excellent customer service since working with Navitus." Navitus' customer service has helped rank the company among the top pharmacy benefit managers in the country serving 20 million or fewer members for the past four years. at survey, which was done by the Pharmacy Benefit Management Institute, also gave Navitus a 9.5 out of 10 of "likelihood to recommend" the company to others. Ludka says understanding what the customer needs is an integral part of Navitus' success. "It's not just slick marketing. We're there to work with customers on their needs and new customers come to us because they want support — for their enrollees as well as on the account management side," she says. As clients are added, Navitus has added to its workforce. e company originally started out with about 30 employees, Ludka estimates, but now employs 500 company-wide with plans to add more. e call center in Appleton, which has 318 employees, is always searching for qualified help. Navitus hires its call center employees on a temp-to-hire program and they must complete a month's worth of training before taking that first call. "We're an employer of choice for those who work in call centers. ey've heard about how we're all about meeting customers' needs and that we're not trying to push them off the phones to get a higher call volume," Ludka says. "We want to make sure our clients' needs are met on that first call." COURTESY OF NAVITUS Navitus has already outgrown the three-story, 70,000-square-foot building it built two years ago along Interstate 41 in Appleton. It plans to begin construction of another building on the same campus this fall. P harmacy benefit managers like Navitus work behind the scenes to administer prescription drug plans for insurance companies, self-insured businesses, government programs and third-party administrators. They handle negotiations on drug costs, answer questions from pharmacies about coverage, respond to enrollees' questions and also print and mail out insurance cards. "We're definitely behind the scenes. An enrollee will look down at his card and see the employer's name, not ours," says Debbie Ludka, senior vice president of customer operations and chief compliance officer. What is a Pharmacy Benefit Manager? Elixir for growth c o n t i n u e d