Member Support

Customer Service: Three Companies Serve You

Knowing who to call makes it easier to get the help you need.

Your Benefits Plan

Prime Customer Service: 877-234-5227
Prime EHP Website: https://ehp.steerhealth.io/
Prime provides authorization, coordinates referral and clinical care, and oversees
inpatient admissions. We also manage discharge planning, transfers, and clinical
disputes. Call anytime or email EHP@primehealthcare.com.
For urgent clinical needs, call Prime Customer Service anytime at 877-234-5227.

Your Benefits Manager

Keenan Customer Service: 888-773-7218
Call Center Support M-F 6:00 am to 5:00 pm PST
Keenan oversees Member eligibility, issues benefit verification for Providers, claims, appeals, copay, co-insurance, deductible, EOB questions, Provider Finder assistance and coordinates requests for duplicate medical ID cards.

Keenan MESA 24/7 Online Access: https://keenan-mesa.javelinaweb.com
After access is granted, log in anytime to see claims status, benefit summary, and eligibility status or request a new ID card or printable EOBs. Sign up for access at https://kenan.com/benefits

Your Pharmacy Benefits Manager

Express Scripts Customer Service: 866-718-7955,
TDD 800-899-2114
Administers our prescription drug plan.

EHP Customer Service Topics and Contacts

PRIME CUSTOMER SERVICE
Confirm or change your PCP, Non-HIPAA
related questions
Prime Customer Service EHP@primehealthcare.com
Referral status, urgent services, eligibility Prime Customer Service EHP@primehealthcare.com or 877-234-5227
Benefit-related questions Benefits EHPbenefits@primehealthcare.com
Urgent referral status, discharge planning,
and hospital transfers
Utilization Management EHP@primehealthcare.com
Tier 1 Provider contracts and directory Bhavya Manugunta EHPprovidercontracts@primehealth.com
Prime Authorization Service (PAS) tool Bhavya Manugunta EHP@primehealthcare.com
KEENAN CUSTOMER SERVICE
Member eligibility, copay, co-insurance,
deductible, EOB questions, benefits fax
back for Providers
Keenan Customer Service 888-773-7218
Appeals Keenan Customer Service Phone: 310-533-5755, Fax: 888-773-7218
EXPRESS SCRIPTS CUSTOMER SERVICE
Pharmacy benefit questions and appeals Express Scripts Customer Service 866-718-7955, TDD 800-899-2114 http://www.express-scripts.com/