New Member Enrollment (Electronic) Cycle Time

New Member Enrollment (Electronic) Cycle Time

KPI Details

New Member Enrollment (Electronic) Cycle Time measures the number of calendar days required to electronically enroll a new member or policyholder into a health plan, from the point-of-sale until the new member is enrolled into the health plan they applied for. A relatively high value for this metric is typically related to a few common factors, including new member electronic enrollment practices that are not entirely electronic (i.e., some part of the electronic enrollment process requires physical handling or overview by an employee), an inefficient validated entry system (drop down menus, acknowledgement of application fulfillment, etc.) and unclear enrollment application submission instructions. Each of these factors can lead to increased error rates (i.e., enrollment applications that contain errors, missing information, missing documentation, etc.), longer enrollment cycle times and increased customer dissatisfaction which can vastly increase operating expenses (i.e., manual enrollment practices, rework, time spent fixing errors and obtaining needed information from customers, etc.) and customer attrition rates.

KPI Definition

The number of calendar days required to electronically enroll a new member or policyholder into a health plan, from the point-of-sale until the new member is enrolled into the health plan they applied for.

KPI Best Practices

• Post service levels online and in brochures for enrollment cycle times to increase accountability
• Use web-based applications with validated data inputs to minimize errors and omissions
• Clearly list all documents that need to submitted with application to reduce back and forth communications

KPI Calculation Instructions New Member Enrollment (Electronic) Cycle Time?

The calendar dates/times of two events are used to derive this KPI: (1) the point-of-sale of the health plan (i.e., when the potential customer applied for the health plan), and (2) the date in which the potential customer has been successfully enrolled in the health plan they applied for. Successful enrollments are considered to be enrollment applications that results in a customer being approved to receive a policy from a health insurance company. Customers who wish to enroll in a health plan typically need their Social Security Number (SSN), birth date, paystubs, W-2 forms (or other forms that describe the potential customer’s income), policy/member numbers for any current health coverage, information about any health coverage from a job that is available to the potential customer or their family, etc.

KPI Formula :

(Sum of New Member Electronic Enrollment Times) / Total Number of New Member Electronic Enrollments