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Hometown Health reports fast response times, high claims-processing rate in August
Summary
Hometown Health told the committee that August call-answer time averaged 19 seconds, abandonment rate was zero, and 98% of claims were paid within 30 days; the metrics met performance guarantees and were flagged for continued monitoring.
Hometown Health reported customer-service metrics for August 2024, telling the committee the average seconds to answer (ASA) was 19 seconds and the abandonment rate was zero for the month. Sam Bradley of Hometown Health said August marked the third consecutive month with ASA under 20 seconds; the contract performance guarantee is 75 seconds.
Bradley also presented claims-processing data: 978 claims received in August, 1,469 claims processed, and 98% of claims paid within 30 days. Committee members heard the figures and did not take action on service levels; the metrics were noted as meeting or exceeding contractual standards for the reporting period.
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