Prime Therapeutics (Prime) is proud to share positive updates about our contact center's performance this week. As part of our commitment to keeping you informed during peak season, we have seen significant improvements in service levels and member wait times.

Despite high call volumes, our recent actions have successfully reduced wait times for members. Early in the week, we noticed positive trends, and by mid-week, Prime was consistently meeting service level expectations.

What we've done 

• Data-driven strategies: We continuously analyze call patterns to implement effective strategies throughout the welcome season.
• Increased staffing: We've utilized overtime, attendance bonuses and additional staffing to ensure prompt responses to member inquiries.

Next steps 

• Ongoing monitoring: We will keep a close eye on performance metrics and make necessary adjustments to maintain our service commitments.
• Self-service portal: Full access to your call center reports is available via our self-service portal.

We will continue to keep you updated on our progress and any potential risks to call center service throughout the peak season.

If you have questions, please reach out to your Prime account team representative.