2025 INEB Dashboard.xlsx

This file is a 2025 MAXIMUS Dashboard containing monthly operational data for Indiana's Medicaid and health insurance programs administered through the Family and Social Services Administration (FSSA). The dashboard tracks inbound call volume and call reasons across four primary programs: Hoosier Healthwise (HHW), Hoosier Care Connect (HCC), Healthy Indiana Plan (HIP), and Indiana PathWays for Aging (PATH). The data spans from January through December 2025 and provides monthly performance metrics, including total calls received by program, the top ten inbound call reasons for each program, HIP chat inquiries, and just cause processing statistics. The file also documents complaints submitted to the Indiana State Department of Health and other relevant entities, tracking complaints by managed health plans including Anthem, CareSource, Gainwell, Humana, MDWise, and United Healthcare.

The dashboard reveals significant operational trends throughout 2025, with notable spikes in call volume occurring in November and December, particularly related to MDWise terminations affecting HHW and HIP programs. Call reasons remain consistently focused on education regarding health plans, referrals to the FSSA, and general program information across all programs. Just cause processing shows pending cases throughout the year, with heightened activity in the final months. The data indicates that the call center operations managed by MAXIMUS handled increasing complexity in member communications, particularly during periods of plan terminations and enrollment transitions. No specific contract pricing, award dates, or renewal terms are provided within this operational dashboard.