performance criteria agreed to between the State and PBM at the beginning of such Contract Year) Account Account team members will remain State account Management constant for at least the first 18 months of specific Turnover the contact period, unless a change in account management staff is requested by the State. Member Services Mail Turnaround State account – 95% of prescriptions dispensed within Prescriptions not specific average of 2 business days and 100% within requiring average of 3 business days intervention Mail Turnaround State account – 95% of prescriptions dispensed within Prescriptions specific average of 4 business days and 100% within requiring average of 5 business days intervention Paper Claims 95% of prescriptions reimbursed within State account Turnaround average of 10 business days and 100% specific within average of 14 business days. ID Cards Mailing 98% of all ID cards are sent within 5 State account business days of receipt of eligibility. 100% specific mailed within 10 business days. Replacement ID Standard replacement ID cards will be State account Card Mailing produced within an annual average of five specific (5) business days of the request. Mailing Member All applicable member materials (for State account Materials example, mail order forms) will be mailed specific at least 10 days prior to the effective date and will be 100% accurate (provided that eligibility file was received at least 30 days prior to the effective date). 100% of calls to State-specific toll free line State account Phone Average shall be answered within 20 seconds specific Speed of Answer (excluding IVR). Phone 100% of calls to the State-specific toll free State account Abandonment Rate line shall be answered with an abandonment specific rate of 3% of less Written Inquiry 95% of inquiries responded to in 5 business account Answer Time days 100% in 20 business days specific – Member The PBM agrees to conduct a Member State account Satisfaction Survey Satisfaction Survey for each contract year specific
performance criteria agreed to between the State and PBM at the beginning of such Contract Year) Account Management Turnover Account team members will remain constant for at least the first 18 months of the contact period, unless a change in account management staff is requested by the State. State account specific Member Services Mail Turnaround – Prescriptions not requiring intervention 95% of prescriptions dispensed within average of 2 business days and 100% within average of 3 business days State account specific Mail Turnaround – Prescriptions requiring intervention 95% of prescriptions dispensed within average of 4 business days and 100% within average of 5 business days State account specific Paper Claims Turnaround 95% of prescriptions reimbursed within average of 10 business days and 100% within average of 14 business days. State account specific ID Cards Mailing 98% of all ID cards are sent within 5 business days of receipt of eligibility. 100% mailed within 10 business days. State account specific Replacement ID Card Mailing Standard replacement ID cards will be produced within an annual average of five (5) business days of the request. State account specific Mailing Member Materials All applicable member materials (for example, mail order forms) will be mailed at least 10 days prior to the effective date and will be 100% accurate (provided that eligibility file was received at least 30 days prior to the effective date). State account specific Phone Average Speed of Answer 100% of calls to State-specific toll free line shall be answered within 20 seconds (excluding IVR). State account specific Phone Abandonment Rate 100% of calls to the State-specific toll free line shall be answered with an abandonment rate of 3% of less State account specific Written Inquiry Answer Time 95% of inquiries responded to in 5 business days – 100% in 20 business days account specific Member Satisfaction Survey The PBM agrees to conduct a Member Satisfaction Survey for each contract year State account specific
RFP%202018-203%20Attachment%201.docx