Time over which standard is measured: Quarter Telephone Call Abandonment Rate of Self Reported $500 per Abandonment 53% or less percentage Frequency of Rate point over 53% reports: per reporting Quarterly period. Vendor Attendance by plan Sign-in sheets at $500 per representative(s) attendance at Open Enrollment scheduled trained on of meetings meeting not Maryland plan annual Open attended. Frequency of benefits at 100% of Enrollment and report: Annually meetings scheduled orientation by the State, for 100% meetings of the meeting’s duration. Representative must arrive enough to have their table set up prior to meeting start time. Display must be organized and include appropriate covering of table. Representative must have detailed plan knowledge, interact with members, and exhibit professional appearance and behavior. Claims Upon receipt of all Self Reported $500 per period processing time required in which Frequency of documentation, 98% standard is not report: Quarterly claims processed met. accurately within five business days; 100% within 10 business days.
Time over which standard is measured: Quarter Telephone Call Abandonment Rate Abandonment Rate of 53% or less Self Reported Frequency of reports: Quarterly $500 per percentage point over 53% per reporting period. Vendor attendance at annual Open Enrollment and orientation meetings Attendance by plan representative(s) trained on of Maryland plan benefits at 100% of meetings scheduled by the State, for 100% of the meeting’s duration. Representative must arrive enough to have their table set up prior to meeting start time. Display must be organized and include appropriate covering of table. Representative must have detailed plan knowledge, interact with members, and exhibit professional appearance and behavior. Sign-in sheets at Open Enrollment meetings Frequency of report: Annually $500 per scheduled meeting not attended. Claims processing time Upon receipt of all required documentation, 98% claims processed accurately within five business days; 100% within 10 business days. Self Reported Frequency of report: Quarterly $500 per period in which standard is not met.
REVISED-State-of-MD-ADD-Technical-Prop-Appendix-2.3.docx