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Consolidated Service Center Update

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

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Consolidated Service Center Update

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  1. 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

  2. Consolidated Service Center (CSC)

  3. CSC Statistics • 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

  4. CSC Statistics (Cont’d) Types of Inquiries

  5. 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 – 9th Floor, 1 South St.

  6. Opportunities for Improvement Staffing

  7. 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

  8. 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

  9. 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%

  10. 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%

  11. 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

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