2025 INEB Member Services.xlsx

This is a Member Services Report for 2025 generated by MAXIMUS for the Indiana state Medicaid programs, tracking call center performance metrics across multiple healthcare plans. The report monitors four primary service lines: Hoosier Care Connect, Healthy Indiana Plan (HIP), Hoosier Healthwise, and Indiana Pathways, capturing monthly call volume, performance indicators, and service quality metrics throughout the 2025 calendar year. The data encompasses inbound and outbound call activity, abandoned calls, average call lengths, and average speed of answer across all programs, with data presented both on a monthly basis and cumulatively for the year.

The report demonstrates significant call volume across the Indiana Medicaid programs, with Member Services overall receiving 52,695 calls through December 2025, while specific program calls included 28,962 for Healthy Indiana Plan, 20,220 for Hoosier Healthwise, and 2,168 for Indiana Pathways. Performance metrics reveal variable service levels throughout the year, with abandoned call rates ranging from 0.5% to 36.6% monthly, and average call handling times ranging from approximately 6 minutes 32 seconds to 7 minutes 45 seconds. The data indicates operational challenges during certain periods, particularly in April through June and November-December, with higher abandoned call rates and longer wait times. This performance data reflects MAXIMUS's ongoing responsibility for managing member services across Indiana's healthcare programs during the contract term.