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
Member Contacts:
Customer service, home delivery: (866) 339-3731
Visit optumrx.com to register your account.
Welcome to Optum Landing Page to get started https://welcome.optumrx.com/standard/getstarted
OptumRx Specialty Pharmacy https://specialty.optumrx.com/
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/ |