1 MA SITE PILOT 2 Expansion of the MA Site Pilot Marketplace Operations Support Unit MOSU MA Site Pilot In response to the positive results and feedback received from the C4HCO stakehold ID: 825590
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1OE6 MARKETPLACE OPERATIONS SUPPORT UNI
1OE6 MARKETPLACE OPERATIONS SUPPORT UNIT (MA SITE PILOT)2Expansion of the MA Site Pilot •Marketplace Operations Support Unit (MOSU) MA Site Pilot•In response to the positive results and feedback received from the C4HCO stakeholders C4HCO is expanding the original MA site pilot to provide direct inboun
d caller support for mixed eligibility h
d caller support for mixed eligibility households. •New IVR configuration to support routing mixed eligibility households directly to the MOSU team to be introduced in early October.•Specialized support through OE6 of Enrollment Centers and Assistors3Service Center Metrics MetricCurrentOE5 (December)
ASAAverage Speed of Answer1:472:43AH
ASAAverage Speed of Answer1:472:43AHTAverage Handle Time 14:4216:31ABDNAbandon Rate 1%3%FCRFirst Call Resolution78%86%CsatCustomer Satisfaction72%67%Calls Offered24K94K4MOSU_MA Site Pilot Timeline5Success Criteria for Pilot•Improve Member ExperienceoMeasured by •Customer Satisfac
tion Scores•Daily monitoring of call
tion Scores•Daily monitoring of call volumes and QA review of call quality •Real-time monitoring of ACD•First Call Resolution•Goals•Improve First Call Resolution–National Average of 90%+–Current performance (June 2018) 79%•Reduction of timeline to resolution for complex enrollments
–Current OE5 Metric 10+ working days
–Current OE5 Metric 10+ working days•Maintain all call metrics at or improved over OE5 service center performance•Maintain all contact resolution metrics at or improved over OE5 service center performance •Maintain all responsibilities as outlined in the HCPF contract for the MA Site•Cost Reduc