Client Resolution Team - Judi Health | Capital Rx

Judi Health | Capital Rx delivers enterprise health technology solutions that rebuild trust in U.S. healthcare. Our offerings include Capital Rx for full-service PBM, Judi Health(TM) for health benefit management, and Judi®, the leading Enterprise Health Platform unifying medical, pharmacy, vision, and dental claim workflows. Learn more at www.judi.health.

Briefly describe the nominated team: history and past performance (up to 1,250 characters):

The Client Resolution Team at Judi Health | Capital Rx has long been the organization's trusted problem-solvers, specializing in high-risk escalations and complex member cases. They have delivered industry-leading service metrics-consistently achieving customer satisfaction scores above 98%, average resolution times under 2 hours for escalated cases, and maintaining a 100% compliance record with zero regulatory breaches. What makes this team exceptional is their autonomy: the individuals on the team independently created all workflows, objectives, and goals for their operations without requiring leadership oversight or approval. Their ability to function as a self-directed, self-sustaining unit-driving strategy, execution, and continuous improvement-demonstrates ownership and leadership at every level, setting benchmarks for excellence and exceeding industry norms in responsiveness and advocacy.

Outline the team's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

Since July 2023, the Client Resolution Team at Judi Health | Capital Rx faced a perfect storm: rapid client onboarding, compressed timelines, and evolving workflows-all while managing a 60% surge in case volume. Their response was nothing short of extraordinary:

• Backlog Recovery: Reduced open cases by 65% in six weeks through redesigned triage and escalation protocols.
• Client Retention: Preserved 100% of at-risk client relationships during the recovery period.
• Member Advocacy: Maintained continuity of care for tens of thousands of members, resolving high-risk cases with zero regulatory breaches.
• Operational Innovation: Introduced cross-training and new workflows, improving the Customer Care team's first-contact resolution by 28%.

These achievements reflect not just operational recovery but a cross-departmental transformation that strengthened client trust and elevated service standards under unprecedented pressure.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

The Client Resolution Team at Judi Health | Capital Rx operates under conditions that would cripple most service organizations: simultaneous onboarding of multiple enterprise clients, heightened regulatory scrutiny, and evolving internal systems-all during peak demand. While competitors reported service degradation and client attrition under similar circumstances, this team delivered measurable improvements. Compared to prior performance, they achieved faster resolution times and higher satisfaction scores despite a 60% increase in volume. Their ability to innovate under pressure-introducing new workflows and cross-training-demonstrates resilience and leadership rarely seen in comparable service environments. This was not just recovery; it was a strategic turnaround that safeguarded client trust and set a new standard for excellence.

Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 1,500 characters):

Supporting materials provide tangible proof of impact:

• Performance Dashboard: Charts showing backlog reduction (65%), improved resolution times, and satisfaction scores post-recovery.
• Client Testimonials: Direct quotes validating the team's role in preserving relationships and delivering exceptional service.
• Process Documentation: Visuals of new workflows and cross-training programs implemented during recovery.
• Compliance Reports: Evidence of zero regulatory breaches despite increased complexity.
• Before-and-After Metrics: Comparative data illustrating operational improvements versus prior performance.

These materials substantiate claims of operational excellence, client advocacy, and innovation under extraordinary circumstances.