Consolidated Service Center Update Maryland Health Benefit Exchange Board Meeting January 27, 2014 Presented by: Leslie Lyles Smith Director, Operations Eric Rubin President, Health Operations MAXIMUS A service of Maryland Health Benefit Exchange
Consolidated Service Center (CSC)
CSC Statistics Average Calls Avg Daily Calls Calls % Speed Service Average Received Calls Rec'd Answered Abandoned Abandoned Answer Level Talk Time 44325 1430 42573 1327 3% :22 85% 8:12 October 40939 1412 30247 6353 16% 3:03 48% 12:11 November 83620 2787 36407 40260 48% 37:54 8% 17:48 December 63262 3330 26775 36212 57% 35:03 13% 19:33 January Call Volume increased by 204% from Nov to Dec Abandonment Rates and Talk Time increased as well Staffing levels remained the same in Oct and Nov Recent Incremental improvements in reduced Abandonment Rates and Average Speed of Answer 3
CSC Statistics (Cont’d) Types of Inquiries Workgroup Oct-13 Nov-13 Dec-13 Jan-14 LANGUAGE_ASSISTANCE 0.70% 0.90% 0.90% 1.20% Paper Apps N/A N/A 13.70% 15.30% TIER 1_GENERAL 13.30% 14.30% 12.20% 17.50% HELPDESK 9.00% 10.80% 12.00% 9.40% TIER 2_NAVIGATOR 6.30% 7.20% 6.60% 8.50% ENROLLMENT 66.70% 63.60% 52.90% 45.40% TIER1_HEALTH_PLAN 1.50% 1.70% 1.20% 2.70% TIER1_PREMIUM 0.30% 0.40% 0.30% 0.00% TIER1_SHOP 1.50% 1.20% 0.30% 0.00% 4
Opportunities for Improvement Goals Optimize staff efficiency Reduce the Abandonment Rate (AB Rate) without adversely impacting other service metrics Ensure optimal call center workflow Prepare for additional outreach activities Expansion December 2 – expanded staff with 40 Customer Service Representatives and 30 Fulfillment staff January 6 – expanded staff with 126 Customer Service Representatives Expanded physical space with the addition of 32,444 square feet of space – 9 th Floor, 1 South St. 5
Opportunities for Improvement Staffing Oct 13 Nov 13 Dec 13 Jan 14 TIER 1 Agent - English 14 1 33 141 TIER 2 Agent - English 69 82 77 118 TIER 1 Agent - Spanish 3 0 4 3 TIER 2 Agent - Spanish 14 12 10 15 Supervisor 6 6 7 14 Quality Assurance 2 2 4 8 Training 1 1 1 3 Fulfillment 8 9 8 10 Data Entry 0 0 26 17 TOTAL 117 113 170 329 6
Opportunities for Improvement Assessment Conducted by Maximus Business Process Improvement Team Assessed Staffing, Training, Call Center Analysis and Modeling Actions Turn on IVR call-back feature until capacity reached Expand hours of outbound operation Leverage 15 CSRs from Folsum, CA 7
Opportunities for Improvement Actions (Cont’d) Adjust IVR prompting Multi-channel approach (use of email) Staff training in order to optimize efficiencies Further training on technology 8
Opportunities for Improvement Other Actions (Cont’d) Increased Trunk Capacity (350) Support from Optum Call Center – 2 projects – Project 1: Began 1/1/14 Handling 834 verifications Total Calls Offered: 22,274 Total Calls Handled: 19,722 Total Calls Abandoned: 2, 552 Percent of Calls Abandoned: 11.46% Average Speed of Answer: 3:20 Average Talk Time: 5:30 Service Level: 63% 9
Opportunities for Improvement Other Actions (Cont’d) Support from Optum Call Center – Project 2: Began 1/14/14 Handling Retro Enrollments Total Calls Offered: 2,681 • Total Calls Handled: 2, 471 Total Calls Abandoned: 210 Percent of Calls Abandoned: 7.83% Average Speed of Answer: 2:02 Average Talk Time: 5:30 Service Level: 53% 10
Maximus: Simulation Modeling Simulation Modeling Maximus uses Rockwell Arena Simulation Modeling Current Staffing of 266 CSRs results in 37% abandonment rate and 11 min ASA Meet/Exceed Service Levels – 363 CSRs will result in 2.7% abandonment rate; 33 second ASA and 100% service level 11
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