Percentage of Member ID Card Renewals Received On-Time

Percentage of Member ID Card Renewals Received On-Time

KPI Details

Percentage of Member ID Card Renewals Received On-Time measures the number of renewed ID cards for existing health plan members that were received on or before the effective date in relation to the total number of renewed ID cards sent over the same period of time. A relatively low value for this metric is typically related to a few common factors, including highly manual member ID card renewal processes (i.e., manual ID card renewal application submissions, data entries, etc.), inefficient call script and customer communication policies (especially concerning on-time communications), poor customer contact tracking and management (i.e., tracking of customer communications and contact information), inefficient distribution practices, and sub-par member services employee training and performance. Each of these factors can lead to increased error rates (i.e., renewed ID cards being sent to the wrong address, etc.), longer cycle times and increased customer dissatisfaction which can vastly increase operating expenses and customer attrition rates.

KPI Definition

The number of renewed ID cards for existing health plan members that were received on or before the effective date divided by the total number of renewed ID cards sent over the same period of time, as a percentage.

KPI Best Practices

• Send ID card renewals one month in advance so that members receive them well before their effective date
• Post service levels online and in brochures for ID card renewals to increase accountability
• Track ID card renewal performance over time to monitor progress in this area.

KPI Calculation Instructions Percentage of Member ID Card Renewals Received On-Time?

Two numbers are used to calculate this KPI: (1) the number of renewed ID cards for existing health plan members that were received on or before the effective date, and (2) the total number of renewed ID cards sent over the same period of time. The effective date on renewed ID cards is considered to be the calendar date in which the policy renewed by existing health plan members becomes active. Renewed policies typically take effect after a previous policy has expired and once the application for a renewed policy is processed and paid for. Health insurance ID cards typically contain the personal information (i.e., name, member ID number, group number, etc.) of the appropriate health plan member, the name of the insurer and their member services contact number, the plan type (i.e., HMO, POS, PPO), any benefits that are a part of the health plan (i.e., vision, dental and prescription drug benefits, etc.),etc.

KPI Formula :

(Number of Renewed Member ID Cards Received On-Time / Total Number of Renewed Member ID Cards Sent) * 100