2024 INEB Dashboard.xlsx

This is a 2024 MAXIMUS Dashboard reporting on call center operations for the Indiana Family and Social Services Administration (FSSA) Medicaid programs. The document tracks inbound call volumes and call reason categories across four major health care programs: Hoosier Healthwise (HHW), Hoosier Care Connect (HCC), Healthy Indiana Plan (HIP), and Indiana PathWays for Aging (PATH), as well as HIP chat services. The dashboard presents monthly performance data from January through December 2024, providing comprehensive call analytics and complaint tracking by health plan entity.

The data reveals significant call volume variations across programs and months, with HIP consistently generating 3,300 to 4,500 calls monthly, HCC ranging from 1,750 to 4,900 calls, HHW between 2,300 and 3,300 calls, and PATH between 4,700 and 13,100 calls. Top inbound call reasons across programs include health plan education, referrals to FSSA and health plans, plan and provider information inquiries, and benefits/covered services questions. The document tracks complaints by entity, with minimal complaints logged against most managed health plans (Anthem, CareSource, Gainwell, MDWise, and United Healthcare) throughout the year, ranging from zero to fifteen complaints per month. Just Cause Processing metrics track prior month pending cases, requested cases, approved cases, denied cases, and pending cases across programs. The dashboard serves as an operational performance monitoring tool for call center management and program administration.