Sarah Freytag

About Sarah Freytag

I am a transformative healthcare executive with over 20 years of experience operating at the intersection of clinical excellence and digital innovation. My career has been defined by a commitment to \"intentional evolution\"—ensuring that technological adoption in healthcare is strategically aligned with both patient outcomes and enterprise-level P&L success.Throughout my tenure at CVS Health, I have transitioned from frontline regional operations to leading high-stakes Omnichannel multi-year roadmaps that have delivered over $1B in annual value. I specialize in building the teams and constructs required to support organizational shifts, including the orchestration of AI-powered ecosystems that drive multi-million dollar labor reinvestment and significant revenue growth.My pharmacist, clinician background centers my heart and passion to advance patient care across the healthcare industry so every patient receives the care they deserve in the moment that matters. Leveraging leading-edge innovation is crucial for simple, fast, and transparent experiences with AI technology imbedded to power best-in-class patient experiences with self-service tools at their fingertips.

Experience

1. Executive Director

   CVS Health

   Aug 2022 — Present

   Pharmacy Customer Experience – OmniChannel Retail and Specialty Pharmacy Strategy • Leading team of up to 20 colleagues to define problem statements, evaluate prioritization of quick-win financial value against longer-term strategic value using data-driven insights and customer feedback with multi-year roadmap vision to deliver best-in-class customer experiences • Launched 100+ enhancements in incremental, agile-fashion across workstreams and engaged or aligned 30+ stakeholders to deliver results • 2023 (Retail): 23M Call reduction ($15M labor reinvestment), 2M incremental script pick-ups or $120M incremental revenue • 2024 (Retail): 50M Call reduction ($33M labor reinvestment) with run rate impact of 100M Call reduction ($65M labor reinvestment) • 2025 (Specialty): 50% higher Call Savings vs. budget driven by increased year-over-year Digital Adoption (+2pp), Digital Payments (+3pp), increased Digital Fills (+4pp), Digital Self-Service (+4pp), Chat Containment (+8pp), with improved Digital NPS (+2pts)

Education

• University of Cincinnati

  Doctor of Pharmacy (Pharm.D.), Pharmacy

• Wittenberg University

  Pre-Pharmacy Studies

• Indiana University - Kelley School of Business

  Master of Business Administration - MBA

Skills

• Healthcare
• Pharmacy Benefit Management
• Microsoft Office
• Community Pharmacy
• Pharmacy
• Kronos Timekeeping
• Managed Care
• Certified Immunizer
• Pharmacy Automation
• Pharmacists
• Pharmacy Practice
• Immunization
• Medicare Part D
• Workbrain
• Patient Counseling