The John Gross Pharmacy Chain includes six Michigan locations within the Good Neighbor Pharmacy network: Swartz Creek Pharmacy, Harrison Family Pharmacy, Flint Family Pharmacy, Eagle Pharmacy, Gateway Pharmacy and Beaverton Pharmacy.

Overview

In January 2026, the John Gross Pharmacy Chain faced a critical disruption that threatened patient access, and OTC revenue across multiple Michigan locations.

Through rapid escalation, cross-functional coordination and consistent communication, Cencora and Good Neighbor Pharmacy Business Coaching helped restore benefit access within weeks.

What began as an urgent issue for one pharmacy chain quickly became a broader solution benefiting multiple independent pharmacies statewide.

The challenge

The John Gross Pharmacy Chain lost the ability to process HAP Visa Flexpay OTC benefit cards after an unexpected processor transition from NationsBenefits to Sunny/FIS.

Because HAP had previously communicated that it would remain with NationsBenefits for 2026, the shift created an immediate gap for independent pharmacy participation. Sunny/FIS had historically been processable primarily by large chain retailers, creating a significant operational challenge for independent pharmacies serving HAP members.

For the John Gross Pharmacy Chain, the disruption put OTC revenue and patient access at risk across its Michigan pharmacy locations, while also creating concerns for other independent pharmacies across the state.

The opportunity

The situation created an opportunity to quickly identify the right processor path, restore access for the John Gross Pharmacy Chain, and help other Michigan independent pharmacies avoid the same disruption.

By navigating a complex processor transition, the Good Neighbor Pharmacy Business Coaching team helped reduce confusion, accelerate resolution, and create value beyond the original account issue.

The work also strengthened engagement with the John Gross Pharmacy Chain and reinforced the hands-on value of Good Neighbor Pharmacy Business Coaching.

The solution

1. Good Neighbor Pharmacy Business Coaching Coordinator, Kristen LeClere initiated same-day outreach to the John Gross Pharmacy Chain after learning of the issue.
2. She confirmed the processor change directly with HAP and supported the customer in contacting Sunny Benefits to open a POS reader ticket. Kristen then escalated the issue internally, helping bring the right Cencora teams into the conversation quickly.
3. The Cencora team engaged ProHealth leadership and learned that ProHealth was already contracted with FIS and in the final stages of turning on the integration.

a.By leveraging strong vendor relationships, the team identified the right processor path and the right contacts, connecting the dots quickly and moving the issue toward resolution.

Throughout the process, Kristen maintained consistent communication with the owner, and pharmacist in charge, John Gross, by providing updates and helping manage expectations. As the solution came together, the Good Neighbor Pharmacy Business Coaching team proactively notified other Michigan pharmacies so they could benefit from the same path forward. Without this support, John Gross might have spent considerable time dealing with vendors and searching online to identify the best processor option for FIS.

The business impact

By the end of January, ProHealth enabled the Sunny/FIS processing pathway, allowing transactions to be restored across John Gross Pharmacy Chain locations within weeks.

Michigan independent pharmacies gained the ability to process HAP Visa Flexpay OTC cards using the ProHealth reader, expanding the impact beyond the original disruption.

The coordinated response strengthened engagement with the John Gross Pharmacy Chain and helped deepen trust across its locations. The effort also influenced Beaverton Pharmacy, the chain’s newest pharmacy, becoming a Good Neighbor Pharmacy location and signing a data agreement.

In addition, the John Gross Pharmacy Chain became positioned to participate in a ProHealth rebate opportunity previously negotiated for Good Neighbor Pharmacy members, creating added value from the work.

Outcome

This initiative resolved a pressing operational issue for the John Gross Pharmacy Chain while reinforcing the value of proactive, relationship-driven support. The team’s rapid escalation, cross-functional coordination and consistent communication helped restore benefit access, allowed patients to continue getting their medication, and support OTC revenue continuity. Most importantly, the work transformed a single pharmacy chain challenge into a broader solution benefiting multiple independent pharmacies statewide.