When the Partnership Works, Members Feel the Difference
A Partnership Built to Raise the Bar
Priority Health wanted more than another technology vendor. It needed a long-term partner
that could simplify the member experience, reduce the operational burden on its team,
and continue innovating alongside the organization.
Priority Health’s previous experience created friction at nearly every step. Members faced
unclear product eligibility, higher-than-retail pricing, slow fulfillment, and a fragmented
experience across multiple vendors, resulting in a poor member experience and a
significant operational burden for the Priority Health team.
Together, Priority Health and Lynx launched a white-label e-commerce site and mobile app
in just 10 weeks. The new experience brought benefit information, balances, transactions, product eligibility, and shopping into one centralized Priority Health-branded destination.
A Better Member Experience, Built Together
Priority Health members expect their benefit cards to be ready when their coverage begins.
With Lynx, 100% of cards were delivered and 100% of benefit funds were loaded before the
effective date, giving members immediate access to their benefits.
The Priority Health-branded app makes the experience easier to understand and navigate.
Members can view their balances and transactions, confirm whether products are eligible,
and shop for OTC items without moving between disconnected systems.
One experience. One brand. One team.
For a population that is becoming more digitally engaged, simplicity matters. Everything is
centralized in one place and presented as part of the Priority Health experience, not as a
separate, disjointed, third-party program.
From Member Friction to Measurable Performance
A Single, Branded Member Experience
Lynx replaced a fragmented benefits journey with one consistent experience across the
Priority Health app and e-commerce site. Members have clearer information, more ways to shop, and real-time access to the details they need to use their benefits with confidence.
Members can:
- View real-time benefit balances and transactions
- Confirm product eligibility through the mobile app
- Shop online or across more than 60,000 retail locations
- Access fair-priced products aligned with in-store pricing
- Receive online orders quickly through more than 100+ distribution centers
Operational Precision at Scale
Real-time eligibility and automated Approved Product Lists (APLs) reduce manual work
while improving accuracy at the point of sale. Broader retail access, reliable card delivery,
and faster fulfillment give Priority Health a scalable foundation for serving members and
continuing to improve the program.
Measurable results:
- 100% of cards delivered before the effective date
- 100% of benefit funds loaded before the effective date
- 95% in-store approval rate, compared with an 80–85% industry average
- 1.7M+ in-store transactions
- $47M+ in OTC benefit spend processed
- 86% of online orders delivered within two business days
- 1,300 online orders processed during the first four days
More Than a Vendor, an Extension of the Priority Health Team
Priority Health values collaboration, accountability, and partners who are equally invested in its success. Lynx quickly became an extension of the Priority Health team, building strong relationships across the organization and taking shared ownership of the program’s success.
That commitment shows up in the day-to-day work: open communication, fast response
times, a willingness to pivot, and consistent follow-through. When an issue arises, the
teams work through it together. When there is an opportunity to improve the experience,
they move quickly.
The result is more than a successful technology implementation. It is a collaborative
partnership built on trust, shared accountability, and a common goal: delivering the best
possible experience for Priority Health members.
