Percentage of New Member ID Cards Received On-Time

Benchmarking Report

Percentage of New Member ID Cards 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 New Member ID Cards 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 New Member ID Cards Received On-Time?

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

Why should Percentage of New Member ID Cards Received On-Time be measured?

Percentage New Member ID Cards Received On-Time measures number of ID cards for new health plan members that were received on or before the effective date in relation to the total number of new member 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 new member enrollment processes (i.e., manually reviewing enrollment applications, manual data entry, 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 (includes poor performance by distribution vendors), and sub-par member services employee training and performance. Each of these factors can lead to increased error rates (i.e., new member ID cards being sent to the wrong address, etc.), longer cycle times and increased customer dissatisfaction which can vastly increase operating expenses (i.e., rework, time spent fixing errors and obtaining needed information from customers, etc.) and customer attrition rates.


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