Accuracy of enrollment 95% with 0 errors 2% change file Billing Timeliness of bill 95% delivered by due 1% Accuracy and presentment / delivery date Timeliness Accuracy of billing 97% with 0 errors 2% Payment Timeliness of payment to 97% of bulk 2% Accuracy and carriers payments received Timeliness transmitted by due date Accuracy of payment to 97% of payments 2% carriers received with 0 errors Performance Standards - Program 2 Service Measure Service Level for % of Performance Category Full Payment Bonus if Service Levels are met or exceeded Customer Average speed to answer 30 seconds 1% Service Percent of calls answered 97% 1% First call resolution 65% 2% Enrollment Timeliness of group file 4 business days 2% Timeliness and submissions within the TPAs file Accuracy generation date Accuracy of group file 90% with 0 errors 2% submissions reviewing premium contribution, premium rates, group demographic information, plan effective date, and group benefits Timeliness of enrollment 3 business days 2% file submissions within TPAs enrollment transaction date. Accuracy of enrollment 90% with 0 errors 2% files Eligibility Timeliness of special Within business 2 2% Change enrollments and change of days of notification Timeliness and circumstance processing of change event by Accuracy employer Accuracy of enrollment 95% with 0 errors 3% change file Billing Timeliness of bill 95% delivered by due 2% Accuracy and presentment / delivery date Timeliness Accuracy of billing 97% with 0 errors 2% Payment Timeliness of payment to 97% of bulk 2% Accuracy and carriers payments received Timeliness transmitted by due date Accuracy of payment to 97% of payments 2% carriers received with 0 errors
Accuracy of enrollment change file 95% with 0 errors 2% Billing Accuracy and Timeliness Timeliness of bill presentment / delivery 95% delivered by due date 1% Accuracy of billing 97% with 0 errors 2% Payment Accuracy and Timeliness Timeliness of payment to carriers 97% of bulk payments received transmitted by due date 2% Accuracy of payment to carriers 97% of payments received with 0 errors 2% Performance Standards - Program 2 Service Category Measure Service Level for Full Payment % of Performance Bonus if Service Levels are met or exceeded Customer Service Average speed to answer 30 seconds 1% Percent of calls answered 97% 1% First call resolution 65% 2% Enrollment Timeliness and Accuracy Timeliness of group file submissions 4 business days within the TPAs file generation date 2% Accuracy of group file submissions reviewing premium contribution, premium rates, group demographic information, plan effective date, and group benefits 90% with 0 errors 2% Timeliness of enrollment file submissions 3 business days within TPAs enrollment transaction date. 2% Accuracy of enrollment files 90% with 0 errors 2% Eligibility Change Timeliness and Accuracy Timeliness of special enrollments and change of circumstance processing Within business 2 days of notification of change event by employer 2% Accuracy of enrollment change file 95% with 0 errors 3% Billing Accuracy and Timeliness Timeliness of bill presentment / delivery 95% delivered by due date 2% Accuracy of billing 97% with 0 errors 2% Payment Accuracy and Timeliness Timeliness of payment to carriers 97% of bulk payments received transmitted by due date 2% Accuracy of payment to carriers 97% of payments received with 0 errors 2%