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Staff reports customer‑service metrics, PRISM transition impacts and staffing note
Summary
Staff reported average member phone times (8 seconds to a pharmacist, 18 seconds to a customer service representative), year‑to‑date first call resolution of 95%, PRISM migration‑related staffing shifts, a Plan Design meeting on Dec. 9, and an upcoming hire to fill a vacant Benefits Specialist position.
Office of Employee Health, Wellness, and Workers’ Compensation staff reported customer service metrics and operational updates. Staff said members reach a pharmacist in an average of 8 seconds and a customer service representative in 18 seconds; year‑to‑date first call resolution is 95% and 91% of representatives are certified pharmacy technicians.
Staff also reported that since the PRISM Human Resources Management System transition, temporary staff reassignments were in place to address operational needs. Staff said a Plan Design Committee meeting is scheduled for Dec. 9 and that a replacement for the vacant Benefits Specialist position will be hired.
