MAC Rx
The Signature White Glove Touch

MAC Rx’s Pharmacy Service, a one-stop shop for pharmacy-related matters in the long-term care industry (LTC) provides personalized, customer-centric services, competitive pricing and facility transition services. It focuses on the needs and preferences of its facility partners in Illinois, Indiana and Wisconsin.

Serving a diverse range of facilities and care levels, its team caters to intermediate and LTC centers, as well as acute skilled nursing facilities.

MAC Rx’s operations expand beyond retail pharmacy, encompassing specialized processes and nursing services for residents in diverse care communities, including nursing homes, assisted-living, extended-care, and retirement communities. In addition, its services, including prescription processing, dispensing, delivery, and medication management consulting, make it a true partner for facilities.

“Our biggest focus is to make sure that the facility is successful,” says Miriam Cho, president and CPO of MAC Rx.

As a pharmacy solution provider, MAC Rx differentiates itself with a dedicated team of customer service representatives; trained nurses available by phone 24/7 to help with any challenges the facility may encounter. This accessibility extends to weekly on-site facility visits and active involvement in corporate meetings, ensuring personalized attention to the facility’s requirements.

To streamline communication, MAC Rx employs a proprietary customer service portal that consolidates all interactions, discussions, and resolutions with a facility. Weekly meetings with internal operations and customer service team directors help align on-the-ground observations with pharmacy facility findings.

MAC Rx’s proficiency in reducing prescription medication costs and addressing day-to-day pharmacy and facility challenges is reshaping the advantages of its pharmacy-facility partnership. Primarily, it aims to go beyond mere pricing and focus on the services, which is driven by its capacity to customize its approach and collaborate closely with facility partners to fulfill their unique requirements.

To ensure all requests from the facilities are fulfilled, proactive updates are initiated, especially in locations that face challenges from surveyors, inspectors, and state officials. Experienced and knowledgeable teams troubleshoot and resolve problems efficiently, providing continuity of care and excellent service.

In a case highlighting its personalized services, a facility faced an urgent situation, having been placed on a ‘federal watch list’ due to numerous pharmacy errors caused by the previous provider. MAC Rx collaborated closely with their clinical teams to understand the case. After undergoing an extensive and in-depth legal process, including multiple court visits, it not only rectified pharmacy-related matters but played a pivotal role in improving their operations. As a result, the facility was successfully removed from the watch list, solidifying MAC Rx’s position as their trusted resource. It continues to provide ongoing services and support.

MAC Rx has seamlessly transitioned over 200 facilities within a decade, with the same dedicated core management. This is made possible with thorough team training and onboarding, along with consistent communication. With a less than five percent turnover, its pharmacies offer quality, care continuity, and distinctive leadership.

It excels in meticulous pre-launch customization through on-site meetings and consistent communication during transitions. On-site training by customer service reps is provided in the initial three days, followed by weekly visits for sustained support. In highly pressing situations, it has achieved 12-hour facility transitions, prioritizing resident care and upholding quality, continuity, and strong client partnerships.

MAC Rx’s impeccable white glove approach to customer service, cost effective solutions and efficient facility transition strategies has made it a trustworthy and sought-after partner for the long-term care industry.