Executive Director s Report: Customer Experience Update Board of Directors Meeting, March 1, 216
Thousands Service Center Performance 1,8 1,5 1,2 9 6 3 Average Speed to Answer 1,669 1,281 1,153 151 124 149 81 28 12 32 27 2 8 29 Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 215 216 Abandonment Rate 5% 4.3% 4% 32.2% 35.6% 3% 2% 1% 4.9% 5.6% 4.7% 3.2%.9%.4% 1.%.3%.7%.2%.6% % Jan Feb Mar Apr May Jun Jul Aug Sep Oct Nov Dec 215 216 Call Volume (215 v. 216) 2 184 15 135 151 1 9 8 94 75 73 7 65 64 6 75 87 5 January February March April May June July August September October November December 215 216 2
Walk-In Center Performance (November 1, 215 to February 29, 216) 7, 6, 5, 4, 3, 6,586 4,8 Walk-Ins by Location Total Walk-Ins: 18,284 2,983 Plan Selection & Shopping Questions 12% Other 2% Notices 11% Reasons for Walk-In Billing & Payments 34% 2, 1, 1,311 1,771 1,625 Boston Brockton Fall River Lowell Springfield Worcester Document Processing & Verification 1% Completing an Application 22% Account Changes 9% 1% Overall Customer Satisfaction 93% Temporary Walk-in Center Extension 8% 6% Temporary walk-in centers were extended for the month of February. By reducing staffing and adjusting hours to a more typical workday, we were able to keep them open at no additional cost 4% Average monthly Open Enrollment walk-in volume at temporary sites: 1,928 2% % % 1% 6% % Very Dissatisfied Dissatisfied Neither Satisfied nor dissatisfied Satisfied * On a scale of 1 to 5, with 1 being very dissatisfied and 5 being very satisfied, how satisfied are you with the overall service provided to you by the Health Connector today? February walk-in volume at temporary sites: 623 We will be using this data in the coming weeks to determine how to structure this program for the 217 Open Enrollment period 3
Ombudsman & Urgent Cases Number of Urgent Services Cases Received (Monthly) 538 423 381 355 35 31 266 249 229 196 197 29 16 176 95 Number of Ombudsman Cases Received (Monthly) Program launched September 28, 215 111 136 162 91 215 216 215 216 Inventory Aging Total Inventory: 23 7 1 2 1 2 12 5 17 3 9 7 35 24 15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 Feb-16 Mar-16 Urgent Services Ombudsman 4
Call Center Satisfaction Survey Customer Satisfaction Jan & Feb 215 v. 216* Customer Satisfaction Score Feb 216 1% 8% 34% 14% 6% 8% 44% 15% 5% 7% 1% 8% 2% 5% 8% 5% 8% 3% 4% 3% 6% 4% 11% 6% 11% 6% 11% 4% 22% 59% 7% 21% 6% 4% 72% 82% 74% 2% 2% 2% 17% % Jan-15 Jan-16 Feb-15 Feb-16 % CSR Satisfaction CSR Friendliness CSR Knowledge Very Dissatisfied Dissatisfied Neither Satisfied Nor Dissatisfied Satisfied Completely Satisfied * How satisfied are you with the overall service provided to you by the Health Connector today? 1 How satisfied are you with how our customer service representative resolved your issue today? 2 How friendly and courteous our customer service representative was today? 3 How satisfied are you with the knowledge of the customer service representative you spoke with today? 5
216 Open Enrollment: Year-Over-Year Comparison (YoY) 4% Fewer Calls Received Year-Over-Year (YoY) AHT 131 Seconds Reduced YoY 5, 4, 3, 2, 1, Calls Offered 418,361 252,192 214-215 215-216 1, 8 6 4 2 Average Handle Time (Seconds) 93 772 214-215 215-216 Abandonment Rate Reduced YoY 214: 25% 215: 1.9% ASA Reduced 59 Seconds YoY 2, 15, 1, Abandoned Calls 131,792 1, 8 6 Average Speed to Answer (ASA) (Seconds) 653 5, 5,76 214-215 215-216 4 2 63 214-215 215-216 6
Customer Feedback: We are listening She was very helpful and actually it was a lot easier to go through the process than I had thought and I was extremely nervous about the high premiums and they were actually affordable and in my price range. Brandy was professional, helpful, very warm, very patient and very knowledgeable. She answered my questions that I called about regarding eligibility and then made sure that I had the options I took to sign up for health care program as well as dental. She explained everything clearly. I am so grateful that she was the one who took care of me today. I was very satisfied because I did not have to wait very long and they were very helpful to be honest. All my questions were answered and they were very friendly and I m very grateful for that. I appreciate friendliness and responsiveness and did not have to wait long which that was important to me the only thing with my situation it s pending and it s taking long. I need to wait two weeks and it s annoying but as long as it gets resolved I will be a happy person. I was satisfied with her politeness I was a little irate that the previous person asked me to call back to track the progress of my claim today. She was dismissive of that. It obviously would not be ready; I needed to call back today in 1 business days and it s frustrating that people don't really know the status of claims that are put through and I need to keep pushing and pushing and calling. 7