2024 INEB Member Services.xlsx

This is a Member Services Report for 2024 documenting call center performance metrics for MAXIMUS managing Indiana's Medicaid programs, including Hoosier Care Connect, Healthy Indiana Plan (HIP), Hoosier Healthwise, and Indiana Pathways. The report provides monthly performance data spanning January through December 2024, tracking service delivery across multiple program lines. The data encompasses member services call volumes, call handling efficiency, customer service quality metrics, and operational performance indicators throughout the full calendar year.

The report reveals significant operational activity with Member Services receiving 128,412 total calls across all programs in 2024, with notable volume fluctuations by program and month. Key performance metrics include average call length ranging from approximately 5 minutes 30 seconds to 8 minutes 50 seconds, average speed of answer varying from 3 seconds to 53 seconds, and abandoned call rates ranging from 0.0% to 5.6%. Indiana Pathways demonstrated the highest call volume variability, escalating from 200 calls in January to a peak of 12,797 in April, while Healthy Indiana Plan maintained relatively consistent monthly volumes between 3,300 and 4,600 calls. The data indicates operational challenges during peak periods, particularly in August and October when abandoned call rates exceeded 4.5%, and demonstrates service improvement initiatives with overall call completion rates and reduced answer times in later months of the year.