How does Prime meet increased call volumes related to COVID-19?

It has hundreds of one-person contact centers across the country (most agents work safely from home and still meet the needs of members with empathy and technology)

April 7, 2020

Prime has been actively working with its Blue Plan clients to implement benefit changes to support members during these weeks of staying at home and social distancing. As one would expect during a pandemic, members have many questions about their medicines, ensuring they have enough on hand during this time. Prime’s contact center team members are helping members with critical tasks such as:

  • Changing prescriptions to mail delivery
  • Refilling prescriptions before they’re even due so members don’t run out
  • Curtailing quantity limits where needed to prevent shortages, and more

Helping our members during this critical time

“Contact center team members within pharmacy benefit managers are essential workers,” says Jon Bunch, assistant vice president, member services. “Our people are on the front lines of health care. When members are anxious, they need a confident, reassuring voice that can help them navigate the system and get the medicines they need. It’s a good feeling knowing we can give them that.”

Prime’s skilled employees are committed to doing their best work, every day, to help members, clients and communities. Member service specialists have the information to answer most member questions quickly and easily. In fact, member service agents can usually resolve more than 90 percent of all issues on the first call.

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