This performance measure is important because answering calls quickly during open enrollment leads to better customer service and is a contractual measure.
The yearly open enrollment period takes place between 11/01-12/15 of the preceding year. For example, the open enrollment period in 2020 is for the 2021 plan year. Within the open enrollment period, Maximus must maintain an answer speed of twenty-five seconds for 75% of all incoming calls. Outside of the open enrollment period (01/01-10/31 and 12/16-12/31), Maximus must maintain an average answer speed of sixty seconds.
DVHA has continued to take a two-fold approach to addressing answer speeds with the intent of limiting the impact on Vermonters. First, by allocating state staff to assist with phone calls if necessary and second, by pushing Maximus to increase and maintain staffing levels, whether it be in their Burlington call center or with a satellite support center. HAEEU leadership checks in with Maximus weekly to track staffing levels and any upcoming changes or concerns.
The above data illustrates that Maximus did not meet the goal of answering 75% of calls within 25 seconds during the OE period. A review of the data illustrated that Maximus met the goal for virtually every day of the OE period except for Mondays and the final day of OE (Tuesday, Dec 15th). Mondays are historically a high-volume call day due to both OE and general Medicaid eligibility questions. The call volume during the last two days of OE is also typically very high.
Narrative last updated: 12/21/2020