What you need to know

Prime Therapeutics’ (Prime) dedicated operational teams have been diligently preparing for the upcoming peak season and new plan year beginning Jan. 1, 2026. Increased headcount and training over the last several months will help ensure our contact centers are prepared to handle the expected increase in volume and deliver the member experience our clients expect.  

Overview

Over the last several months, Prime teams across the organization have been working to ensure we are prepared to deliver a smooth experience for our members throughout this busy season. Below is an overview of these preparations and how they position Prime to deliver on our commitments to members and clients:

• Overtime extended through the third week of January: Teams are leveraging extended overtime to maintain service levels and ensure timely support during peak demand.
• Expanded contact center staffing and enhanced training: Additional team members have been onboarded, supported by comprehensive training programs to strengthen service quality.
• Broadened cross-training for contact center agents: Agents have received cross-functional training to increase flexibility and improve responsiveness across multiple service areas.
• Daily operational huddles for performance alignment: Operational teams convene daily to review performance metrics, proactively identify risks and mobilize quickly when action is required.

Next steps

There is no client action required at this time. Prime teams will actively monitor peak season activity, call center volumes and performance to ensure we meet expectations. We will provide ongoing updates as necessary to keep you informed.  

We appreciate your partnership and look forward to a successful peak season.