explanations for any ● unusual trend results (high relative to the market, low relative to the market) PG-10 Provider Turnover A turnover rate of less Quarterly vendor 3% of fees if than 5% annually will be report turnover is maintained for both the greater than 5%, general dentist and 6% of fees if specialty network. greater than 7%. Calculation should include all terminations regardless of reason for termination. PG-11 Network Access Urban: 2 open locations Quarterly vendor 3% of fees if not within 8 miles = 99%. report met. Time over which standard is measured: Quarter Suburban: 2 open Quarterly vendor 3% of fees if not locations within 8 miles report met. = 95%. Time over which standard is measured: Quarter Rural: 2 open locations Quarterly vendor 3% of fees if not within 8 miles = 60% report met. Time over which standard is measured: Quarter PG-12 Employee A 90% or higher Survey results of 1% of fees if Satisfaction member satisfaction the annual performance is rate. Customer less than Satisfaction Survey. standards. Time over which standard is measured: Frequency of Annual report: Annually PG-13 Member call 85% of member calls Quarterly vendor 1% of fees if resolution resolved on first call. report including performance is and customer less than the Time over which service system standard. standard is measured: reporting. Quarter
● explanations for any unusual trend results (high relative to the market, low relative to the market) PG-10 Provider Turnover A turnover rate of less than 5% annually will be maintained for both the general dentist and specialty network. Calculation should include all terminations regardless of reason for termination. Quarterly vendor report 3% of fees if turnover is greater than 5%, 6% of fees if greater than 7%. PG-11 Network Access Urban: 2 open locations within 8 miles = 99%. Time over which standard is measured: Quarter Quarterly vendor report 3% of fees if not met. Suburban: 2 open locations within 8 miles = 95%. Time over which standard is measured: Quarter Quarterly vendor report 3% of fees if not met. Rural: 2 open locations within 8 miles = 60% Time over which standard is measured: Quarter Quarterly vendor report 3% of fees if not met. PG-12 Employee Satisfaction A 90% or higher member satisfaction rate. Time over which standard is measured: Annual Survey results of the annual Customer Satisfaction Survey. Frequency of report: Annually 1% of fees if performance is less than standards. PG-13 Member call resolution 85% of member calls resolved on first call. Time over which standard is measured: Quarter Quarterly vendor report including and customer service system reporting. 1% of fees if performance is less than the standard.