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Hometown Health reports fast August response times; DCSD committee asks for utilization data
Summary
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.
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.
Committee Chair Jeannie Dwyer asked whether Hometown Health could provide utilization reporting. Bradley said the current reports are those required by performance guarantees but that Hometown Health is developing additional reporting that can include utilization and spending. LP Insurance indicated it would collaborate with Hometown Health to produce the updated reports. Several committee members said they would like provider- and facility-level evaluations of potential savings.
The discussion did not result in immediate changes to vendor contracts or reporting requirements; members directed staff to pursue the enhanced reports ahead of the next meeting.
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