Pros
I have been with Esi (formerly Medco) for 5 years. It is very close to home and very relaxed environment. Wearing jeans to work daily is a definite plus. Since the merger, there has been some improvement in reducing the non clinical work that is given to Rph's. That is a pro in some cases, but is causing lack of quality in others.
Cons
As others have mentioned, customer service is just lip service. The focus on customer service has declined greatly since the merger, and patients complain about it all the time. The quality of service given to our patients is so low, all we can do is remain quiet when the patients are upset, even though we agree with them wholeheartedly. The lack of respect for pharmacists and clinical judgement is laughable. While Medco was a very forward thinking, clinical type of PBM, ESI is only about saving money and making sure it's stock is valuable. Therefore things that Medco figured out a long time ago regarding quality, compliance and customer service are being ignored, and in effect, things are going backward. If we do something wrong, we are expected to somehow let the patient feel it is their fault. I have tried to be optimistic since the merger, but am quickly realizing things are going in the wrong direction. It's very disappointing.