Hometown Health reports fast August response times; DCSD committee asks for utilization data
Hometown Health told the committee that August customer-service metrics exceeded contractual guarantees (ASA 8s, 0% abandonment) and said new utilization and spending reports are forthcoming; LP Insurance will collaborate on updated reporting.
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Sam Bradley, representing Hometown Health, reported August customer-service performance that exceeded contractual standards: 62 member calls answered, Average Seconds to Answer (ASA) of 8 seconds (the performance guarantee is 75 seconds), 0% abandonment (guarantee 10%), and 99% of claims paid within 30 days (guarantee 95%). The claims record showed 1,301 claims received and 1,526 claims paid in August.
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