Percentage of New Member ID Cards Received On-Time

Percentage of New Member ID Cards Received On-Time

KPI Details

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.

KPI Definition

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.

KPI Best Practices

• Track ID card issuance cycle times to identify root causes of slow cycle times
• Be transparent about service levels and typical card issuance cycle times to increase accountability
• Allow members to print out ID cards online to improve customer experience

KPI Calculation Instructions Percentage of New Member ID Cards Received On-Time?

Two numbers are used to calculate this KPI: (1) the number of ID cards for new health plan members that were received on or before the effective date, and (2) the total number of new member ID cards sent over the same period of time. The effective date on ID cards is considered to be the calendar date in which the policy new health plan members have been enrolled in becomes active. 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.), and other important relevant information (i.e., important telephone numbers,websites, etc.).

KPI Formula :

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