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Hometown Health reports fast response times, high claims-processing rate in April
Summary
Hometown Health told the Douglas County School District Health Advisory Committee that April call-answer speed averaged 11 seconds, abandonment was 1%, and 98% of claims paid in April were processed within 30 days.
Sam Bradley of Hometown Health presented the customer service report for April 2025. Bradley reported approximately 90 member calls in April (89 answered), an Average Seconds to Answer (ASA) of 11 seconds (performance guarantee is 75 seconds), and an abandonment rate of 1% (performance guarantee is 10%).
Bradley also provided claims-processing figures: Hometown Health received 1,186 claims and paid 1,577 claims in April, and 98% of paid claims were processed within 30 days (performance guarantee is 95%). Committee members noted those metrics while continuing discussion of plan performance and vendor service levels.
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