Percentage of Member ID Card Renewals Received On-Time
This PDF report includes benchmarking data (in a visual, chart-based format), an comprehensive KPI definition, characteristics of high performers and technical details on measuring Percentage of Member ID Card Renewals Received On-Time. Purchase and download this easy-to-understand, presentation-ready report immediately to compare performance levels, set attainable performance targets, and push towards best-in-class performance for this KPI.
What is Percentage of Member ID Card Renewals Received On-Time?
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.
Why should Percentage of Member ID Card Renewals Received On-Time be measured?
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.
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