This performance measure is important because it measures the speed at which customer requests are processed and all Vermonters who are served by DVHA-HAEEU should expect that their requests will be addressed promptly.
The data includes requests related to Qualified Health Plan (QHP) and MAGI-Medicaid members in the Vermont Health Connect (VHC) system as well as those related to Medicaid for the Aged, Blind and Disabled (MABD) members in Green Mountain Care (GMC) programs in the State's legacy ACCESS system. HAEEU’s ongoing strategy for VHC cases is to monitor weekly results. If the metric dips, we convene a business team to determine the root cause and take steps to return to high performance. HAEEU’s short-term ongoing strategy for GMC cases is to cross-train VHC staff on the ACCESS system. Our long-term strategy for GMC cases is to have one system that will enable staff to meet the targets more easily for all populations.
The trend line is down due to ‘Programmatic Changes’ that relate to Federal Medical Assistance Percentage (FMAP) funding. We are unable to complete a lot of requests as it would result in negative action (termination to Medicaid for Children’s and Adults - MCA), these requests are sitting as unresolved until the Public Health Emergency ends.
Narrative last updated: 01/15/21