A service of Maryland Health Benefit Exchange

Consolidated Service Center Update

Maryland Health Benefit ExchangeBoard MeetingJanuary 27, 2014

Presented by: Leslie Lyles Smith Director, Operations Eric Rubin President, Health Operations MAXIMUS

Consolidated Service Center (CSC)

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CSC Statistics

Calls Received

Avg Daily Calls Rec'd

Calls Answered

Calls Abandoned

% Abandoned

Average Speed

AnswerService Level

Average Talk Time

October 44325 1430 42573 1327 3% :22 85% 8:12

November 40939 1412 30247 6353 16% 3:03 48% 12:11

December 83620 2787 36407 40260 48% 37:54 8% 17:48

January 63262 3330 26775 36212 57% 35:03   13% 19:33 

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

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Types of Inquiries

CSC Statistics (Cont’d)

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%

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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 staffJanuary 6 – expanded staff with 126 Customer Service RepresentativesExpanded physical space with the addition of 32,444 square feet of space – 9th Floor, 1 South St.

Opportunities for Improvement

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Staffing

Opportunities for Improvement

  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

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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

Opportunities for Improvement

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Actions (Cont’d)

Adjust IVR prompting

Multi-channel approach (use of email)

Staff training in order to optimize efficiencies

Further training on technology

Opportunities for Improvement

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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%

Opportunities for Improvement

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Other Actions (Cont’d)Support from Optum Call Center – Project 2: Began 1/14/14 Handling Retro Enrollments

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         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%

 

Opportunities for Improvement

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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

Maximus: Simulation Modeling