A steady peak season 2024

Each peak season, teams throughout Prime/Magellan Rx (MRx) feel the importance of getting it right for you, our clients. Unexpected challenges can amp up the pace and demands for all involved. Diligent preparation, dedicated teams and learning from the lessons of a demanding 2023 peak season allowed us to improve how we meet and exceed the needs of clients and the many members we serve.  

“This year’s Welcome season went smoother overall, which is pretty incredible when call volumes were a whopping 30% over normal volumes,” says Rui Mendes, vice president, service operations. “The most incredible aspect we witnessed was seeing teams across our combined company come together as one team to quickly address member issues.” 

Preparation 

Prime/MRx teams spend months prepping our systems and teams for peak, so they’re prepared for the surprises that await – and preparation work throughout 2023 made a big difference. Standout improvements include technology updates for CORE and Unity that kept Prime/MRx’s technology working smoothly and strong workforce-staffing management.  

Dedicated teams 

Another defining element was work from Prime/MRx team members, which exceeded performance expectations and service level goals day after day. “Our team members are second to none in this industry – and during peak season it really shows,” says Dustin Cheek, vice president and chief customer experience officer. “It was a calmer season and didn’t require the intensity of long hours we saw last year. Nonetheless, when an issue did crop up, our teams rallied and did what was needed to keep things rolling smoothly.”  

Serving clients 

Perhaps the best measurement of peak season success is client and member feedback – and it was evident in 2024. In fact, a leader from Health Care Service Corporation – one of our largest clients covering Illinois, Montana, New Mexico, Oklahoma and Texas – proactively reached out to say he “has never seen such a successful welcome season in all [his] years.”  

The numbers tell the story. Successful peak metrics include: 

• Contact Center service levels above goals, despite high call volume 
• Issues management time-to-mitigation averaged less than one day to resolve issues 

Thank you for your partnership to help make 2024 a success. While peak season 2024 has come to an end, we will soon be preparing for 2025. Prime/MRx teams look forward to serving you every new year and beyond.  

If you have questions, please reach out to your Prime/Magellan Rx health plan markets representative.