Leading at the Center of the Client Experience

The pharmacy industry is complex, dynamic and highly regulated, presenting plenty of challenges to employers who offer prescription benefits to their workers. Having a strong, innovative and dedicated pharmacy benefit manager (PBM) at their side, focused on true alignment, can make all the difference to the sustainability of the plan and satisfaction of its members. Coley Norman, SVP, Client Experience, stands at the center of the Liviniti client-value promise, orchestrating high expectations and transformational approaches that deliver a best-in-class client experience, not just when compared to pharmacy benefit management but across any industry. Since joining Liviniti in 2024, Coley’s team has expanded by 56% to keep up with the growth and success of the company. A dynamic individual who leads by example, Coley expects his account team to maximize and embrace face-to-face relationships, data analytics, personal accountability and enterprise-wide collaboration as they surpass the goals and expectations of employers and plan members who depend on them. As a fully transparent pharmacy benefit manager, Liviniti has long challenged the pharmacy industry to adopt practices that make prescription drugs more affordable and accessible. Service is a vital part of the equation. Liviniti was founded as Southern Scripts in 2011 as a champion for PBM reform and 100% transparency in drug pricing. Rebranded in 2023, the company today is devoted to the same unwavering commitment to savings, clinical value, exceptional service and innovative solutions within a completely transparent business model. As a result, with more than 500 employees across the country, Liviniti has accelerated its growth trajectory and more than doubled in size since 2020. Salesforce research says that 80% of customers believe the experience a company provides is just as necessary as its products and services. Since he arrived at Liviniti nearly 2 years ago, Coley has built and inspired a dynamic team that closely aligns with clients, leverages modern technology to the max, and ensures every touchpoint is value-driven toward the client’s goals. The result of Coley’s transformational effort and approach is a true client experience built on satisfaction, confidence and trust – resulting in the company’s strongest client retention/satisfaction ever.