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Hometown Health reports strong customer-service performance for February
Summary
Vendor Hometown Health told the committee February call metrics met or exceeded service guarantees: average answer time 13 seconds, abandonment 3%, and 97% of claims paid within 30 days.
Representatives from Hometown Health reported on customer-service performance for February 2025. The call-volume and claims metrics showed roughly 72 member calls (70 answered), an average seconds-to-answer of 13 (performance guarantee: 75 seconds), and a 3% abandonment rate (guarantee: 10%). The vendor reported that 1,284 claims were paid in February and that 97% were paid within 30 days (guarantee: 95%).
Committee members acknowledged the numbers as meeting contractual performance guarantees and moved on to financial projections and accounting questions.
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