2026 INEB Member Services.xlsx

This is a Member Services Report for MAXIMUS detailing call center performance metrics across six Indiana Medicaid programs for the first half of 2026. The report tracks performance for Hoosier Care Connect, Healthy Indiana Plan (HIP), Hoosier Healthwise, Indiana Pathways, and overall Member Services operations from January through June 2026. The data encompasses inbound and outbound call volumes, average call lengths, speed of answer metrics, call abandonment rates, and unsuccessful contact attempts across all five programs.

The report indicates a declining trend in call volumes across all programs from January to May 2026, with total Member Services calls decreasing from 16,231 in January to 7,839 in May, followed by a slight increase to 9,323 in June. Average call length increased over the period, ranging from approximately 5:32 to 8:06 minutes depending on the program. Speed of answer performance degraded significantly, with average response times extending from 8-9 seconds in January to 59 seconds to 1:27 minutes by June. Call abandonment rates rose substantially throughout the period, increasing from 0.6-0.9 percent in January to 4.7-5.6 percent by June, indicating potential staffing or capacity constraints. No unsuccessful contact attempts through the CCB system were recorded during this reporting period.