Healthcare teams across the country share a common challenge: despite excellent clinical care and thorough documentation, certain care gaps persist month after month. The culprit often isn’t clinical at all; it’s the operational complexities of pharmacy claims and coding requirements that can derail even the best care plans.
Consider Maria, a 62-year-old with Type II diabetes and a 22% Atherosclerotic Cardiovascular Disease (ASCVD) risk. Her primary care provider prescribed atorvastatin three times over 18 months. She filled it once, discontinued after two weeks, citing muscle pain. Maria’s open gap haunted the dashboard for the next year and a half. Her PCP tried everything, including education materials, follow-up calls, alternative dosing schedules, and spending 15+ minutes per visit on statin counseling. Nothing worked.
Maria’s story illustrates how pharmacy challenges and coding precision can make or break the closure of care gaps, even when clinical care is exemplary.
The Hidden World of Pharmacy Claims
Imagine if Maria had actually filled her prescription but used a discount card to save money. This scenario plays out thousands of times daily. When patients encounter high copays at the pharmacy counter, helpful technicians often suggest discount programs that can significantly reduce costs. While this solves the immediate affordability problem, it creates a hidden gap in quality measures.
Here’s what many practices discover too late: prescriptions filled through cash claims, discount programs like GoodRx, and medication samples don’t count toward Healthcare Effectiveness Data and Information Set (HEDIS) measures. A patient like Maria could take her statin faithfully every day. Still, if she’s using a discount card, the Statin Therapy for Patients with Cardiovascular Disease (SPC) measure shows her as non-adherent.
The complexity deepens when we consider insurance coordination. If Maria were on her spouse’s insurance, a well-meaning pharmacy might bill the prescription under her spouse’s name. While this is an inadvertent error, it is all too common. Improper attribution of the prescription keeps the gap open because medications must be filed under the patient’s Medicare Part D benefit to be counted toward quality measures.
For a patient like Maria, already hesitant about statins, adding insurance confusion could be the final barrier to adherence. And timing matters too. The treatment period for medication adherence starts from the dispensing date, not the prescription date. If her provider prescribed on December 15th, but Maria didn’t fill it until January 2nd, the prescription counts against the prior year’s measures.
67% of Americans are non-adherent to their medications
Documentation Makes the Difference
What if Maria had actually been taking statins purchased through using GoodRx? Or what if she had a legitimate medical reason for discontinuation? This is where the story takes an interesting turn.
Many Electronic Health Record (EHR) systems include fields for documenting fill dates and medication adherence details; however, these are often left unused. For Maria’s case, proper clinical care documentation could have captured the specific dates she filled and discontinued the medication, her reported muscle pain and its severity, any attempts to use discount programs, and confirmation of whether she actually stopped taking the medication or switched to alternatives.
The 2025 HEDIS updates brought a crucial change that directly applies to Maria’s situation: muscular reactions to statins are now an eligible exclusion for both SPC and SUPD measures. This acknowledges what clinicians have long known. Some patients genuinely cannot tolerate these medications.
However, this exclusion requires specific coding. The myalgia must be documented with appropriate ICD-10 codes, and specific SNOMED codes may be required for “myalgia or rhabdomyolysis caused by a statin.” Most importantly, the exclusion must be coded annually. It’s not a one-time documentation. For Maria, proper coding of her muscle pain reaction could have removed her from the denominator entirely, eliminating the persistent gap that frustrated both her and her care team.
The Clinical Care Breakthrough That Changed Everything
The turning point in Maria’s case came through a different approach. Before her next routine diabetes follow-up, her practice tried something new. They obtained pre-appointment specialist guidance from a cardiologist. The specialist reviewed her case history and provided specific recommendations: Switch to rosuvastatin with CoQ10 supplementation, using a specific dosing strategy for patients with muscle complaints.
When Maria’s PCP presented these specialist-backed recommendations during her appointment, everything changed. The specialist validation (“I consulted with a cardiologist about your specific situation”) carried weight that months of primary care counseling hadn’t achieved. Maria agreed to try the new approach. The result? Maria’s care gap was closed.
What made Maria’s case truly valuable was what happened next. Her PCP successfully replicated this approach with 12 other statin-hesitant patients. The average time to gap closure dropped from six months to 45 days. This transformation from an 18-month struggle to a 45-day solution showcases the power of performance oversight. By analyzing patterns across providers, the practice identified that Maria’s PCP wasn’t alone; several physicians faced similar persistent statin gaps with high-risk patients.
This data-driven insight shifted the practice’s approach from reactive individual interventions to a proactive one. Through a comprehensive care coordination program, such as SpecialtyCare360, practices can transform individual successes into population health improvements by providing performance analytics that identify providers needing support, risk stratification to prioritize high-risk patients, specialist guidance within 24 hours, and systematic tracking of medication adherence patterns with proactive interventions for insurance and pharmacy challenges.
Looking Ahead
As quality measures evolve and Electronic Clinical Data Systems (ECDS) reporting becomes standard, mastering these operational details becomes increasingly important. Maria’s story reminds us that closing the care gap requires both clinical care excellence and operational precision.
The path forward involves building robust systems that prevent pharmacy claim issues before they create gaps, maintain accurate exclusion documentation throughout the year, and support both providers and patients through the entire medication adherence journey. With the right combination of technology, care coordination, and clinical expertise, we can transform frustrating, persistent gaps into success stories.
Every properly processed prescription, every accurately coded exclusion, and every documented intervention brings us closer to our quality goals. Most importantly, each closed gap represents a patient like Maria receiving the evidence-based care they need to prevent heart attacks and strokes. We’re turning 18 months of frustration into a lifetime of better health.