Impacted: Commercial health plan clients

What you need to know

Prime Therapeutics (Prime) is tracking Hurricane Melissa, which is expected to make landfall in Jamaica early next week. Prime’s offshore team is making preparations in the

event this storm impacts our Contact Center located in Jamaica.  

Prime's plan

Prime is committed to maintaining an excellent member experience despite the storm. We're taking the following proactive actions to ensure minimal impact to our members: 

• Utilizing overtime and additional agent availability  
• Shifting agents from other areas of the business to ensure adequate coverage and additional capacity  

Next steps

Prime will continue to monitor the storm and take the necessary actions to handle any additional contact center volume should the Jamaica facilities be unavailable. We will continue to keep you updated as the situation progresses. 

Questions
Reach out to your Prime account team representative or client communications.