36C79118R0009-0002003.xlsx

XLSX spreadsheet 35 KB Posted Nov 20, 2018

Attached to: Non-VA Community Care and CHAMPVA Claims Processing Support
Solicitation number: 36C79118R0009
Issued by: Department of Veterans Affairs Veterans Health Administration Veterans Integrated Service Network 19

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36C79118R0009 0002 Provider call data.xlsx

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36C79118R0009-0004001.docx	DOCX document	Nov 28, 2018
36C79118R0009-0004000.docx	DOCX document	Nov 28, 2018
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36C79118R0009-001.docx	DOCX document	Oct 24, 2018
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CHAMPVA

Notes	FY	Month	Calls Offered	Provider Calls Offered	AHT	Number of Workdays	Avg CO per day	Provider IVR Survey Csat
78% of calls are claims related	13	Oct	144,635	76,657	0:02:21	22	6574
	13	Nov	123,498	65,454	0:02:22	19	6500
	13	Dec	123,000	65,190	0:02:33	21	5857
	14	Jan	146,667	77,734	0:02:29	21	6984
	14	Feb	126,214	66,893	0:02:30	19	6643
	14	Mar	146,065	77,414	0:02:20	21	6955
53% of calls offered are from providers	14	Apr	159,373	84,468	0:02:21	22	7244
	14	May	145,897	77,325	0:02:25	21	6947
Handle time is related to the claims backlog	14	Jun	140,429	74,427	0:02:16	21	6687
	14	Jul	142,034	75,278	0:02:26	22	6456
	14	Aug	134,560	71,317	0:02:11	21	6408
	14	Sep	135,219	71,666	0:02:11	21	6439
	14	Oct	142,489	75,519	0:06:04	22	6477
	14	Nov	99,277	52,617	0:06:04	18	5515
	14	Dec	93,883	49,758	0:07:34	22	4267
	15	Jan	117,993	62,536	0:07:39	20	5900
	15	Feb	98,940	52,438	0:07:33	19	5207
	15	Mar	118,325	62,712	0:07:35	22	5378
	15	Apr	105,130	55,719	0:07:39	22	4779
	15	May	86,481	45,835	0:07:34	20	4324	57%
	15	Jun	88,819	47,074	0:08:05	22	4037	55%
	15	Jul	88,125	46,706	0:08:27	22	4006	36%
	15	Aug	84,624	44,851	0:09:21	21	4030	34%
	15	Sep	94,590	50,133	0:09:31	21	4504	38%
	15	Oct	105,125	55,716	0:08:59	21	5006	52%
	15	Nov	90,158	47,784	0:09:37	19	4745	36%
	15	Dec	100,454	53,241	0:09:30	22	4566	30%
	16	Jan	102,985	54,582	0:09:33	19	5420	53%
	16	Feb	98,967	52,453	0:08:43	20	4948	39%
	16	Mar	104,238	55,246	0:08:17	23	4532	38%
	16	Apr	102,433	54,289	0:08:23	21	4878	40%
	16	May	104,510	55,390	0:08:10	21	4977	46%
	16	Jun	109,703	58,143	0:08:07	21	5224	41%
	16	Jul	99,178	52,564	0:08:21	20	4959	36%
	16	Aug	115,508	61,219	0:08:39	23	5022	39%
	16	Sep	102,557	54,355	0:08:39	21	4884	36%
	16	Oct	98,846	52,388	0:08:46	20	4942	35%
	16	Nov	108,580	57,547	0:09:03	20	5429	33%
	16	Dec	102,561	54,357	0:08:29	21	4884	35%
	17	Jan	98,906	52,420	0:09:04	20	4945	35%
	17	Feb	96,571	51,183	0:09:13	19	5083	34%
	17	Mar	122,114	64,720	0:08:35	23	5309	36%
	17	Apr	103,270	54,733	0:07:28	20	5164	55%
	17	May	108,364	57,433	0:07:00	22	4926	57%
	17	Jun	106,836	56,623	0:07:15	22	4856	49%
	17	Jul	102,957	54,567	0:07:17	21	4903	58%
	17	Aug	120,778	64,012	0:06:44	23	5251	55%
	17	Sep	111,277	58,977	0:07:10	21	5299	52%
	17	Oct	112,752	59,759	0:07:31	21	5369	47%
	17	Nov	101,841	53,976	0:07:48	20	5092	38%
	17	Dec	94,502	50,086	0:07:45	20	4725	41%
	18	Jan	118,817	62,973	0:07:52	21	5658	44%
	18	Feb	108,264	57,380	0:08:11	19	5698	51%
	18	Mar	121,398	64,341	0:08:29	22	5518	46%
	18	Apr	113,173	59,982	0:08:34	21	5389	51%
	18	May	116,599	61,797	0:09:11	22	5300	52%
	18	Jun	108,087	57,286	0:09:23	21	5147	58%
	18	Jul	110,123	58,365	0:09:35	21	5244	52%
	18	Aug	115,429	61,177	0:09:54	23	5019	68%
	18	Sep	92,479	49,014	0:10:16	19	4867	74%
	18	Oct	93,104	49,345	0:11:06	22	4232	90%

FY14	Total	1,667,591	883,823	250	3535
FY15	Total	1,181,312	626,095	250	2504
FY16	Total	1,235,816	654,982	251	2609
FY17	Total	1,281,060	678,962	250	2716
FY18	Total	1,313,464	696,136	251	2773

CHAMPVA - FY16 - FY19 Call Volume FY16 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep 105125 90158 100454 102985 98967 104238 102433 104510 109703 99178 115508 102557 FY17 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep 98846 108580 102561 98906 96571 122114 103270 108364 106836 102957 120778 111277 FY18 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep 112752 101841 94502 118817 108264 121398 113173 116599 108087 110123 115429 92479 FY19 Oct Nov Dec Jan Feb Mar Apr May Jun Jul Aug Sep 93104 104660 C4

Notes	FY	Month	C4 CO	Provider Calls Offered	AHT	Number of Workdays	Calls Offered per day	Provider IVR Survey Csat
75% of calls are claims related	15	May	12,541	9,280	0:20:11	20	627
	15	Jun	13,367	9,892	0:23:22	22	608
74% of calls offered are from Providers	15	Jul	12,340	9,132	0:22:29	22	561
	15	Aug	11,453	8,475	0:21:06	21	545
Handle time is related to claims backlog	15	Sep	12,304	9,105	0:17:22	21	586
	15	Oct	13,811	10,220	0:14:10	21	658
Call volume reflects 7 VISNs. There are 14 additional VISNs with an estimated 75K additional call volume.	15	Nov	12,473	9,230	0:12:45	19	656
	15	Dec	13,943	10,318	0:12:12	22	634
Call volume is related to VISN rollouts and claims backlog	16	Jan	13,918	10,299	0:12:33	19	733
	16	Feb	12,997	9,618	0:12:15	20	650
	16	Mar	17,713	13,108	0:12:13	23	770
	16	Apr	14,714	10,888	0:11:23	21	701
	16	May	16,457	12,178	0:11:32	21	784
	16	Jun	20,142	14,905	0:11:13	21	959
	16	Jul	20,538	15,198	0:10:31	20	1027
	16	Aug	21,906	16,210	0:11:22	23	952
	16	Sep	15,236	11,275	0:11:18	21	726
	16	Oct	15,486	11,460	0:11:41	20	774
	16	Nov	16,645	12,317	0:10:06	20	832
	16	Dec	17,622	13,040	0:10:07	21	839
	17	Jan	19,312	14,291	0:10:32	20	966
	17	Feb	19,076	14,116	0:12:21	19	1004
	17	Mar	23,662	17,510	0:11:35	23	1029
	17	Apr	20,657	15,286	0:11:10	20	1033
	17	May	23,874	17,667	0:10:17	22	1085
	17	Jun	24,052	17,798	0:10:32	22	1093
	17	Jul	25,592	18,938	0:10:10	21	1219
	17	Aug	29,797	22,050	0:10:48	23	1296
	17	Sep	26,251	19,426	0:12:28	21	1250
	17	Oct	27,451	20,314	0:15:54	21	1307
	17	Nov	23,434	17,341	0:16:43	20	1172
	17	Dec	21,984	16,268	0:17:15	20	1099
	18	Jan	26,534	19,635	0:16:40	21	1264
	18	Feb	26,584	19,672	0:18:51	19	1399
	18	Mar	38,778	28,696	0:17:28	22	1763
	18	Apr	37,540	27,780	0:16:44	21	1788
IVR Survey Implemented	18	May	37,297	27,600	0:16:57	22	1695	45%
	18	Jun	37,510	27,757	0:16:54	21	1786	45%
	18	Jul	44,335	32,808	0:16:06	21	2111	50%
	18	Aug	50,152	37,112	0:16:34	23	2181	44%
Survey n values increased significantly	18	Sep	45,490	33,663	0:16:37	19	2394	84%
	19	Oct	63,552	47,028	0:19:27	21	3026	91%

FY16	Total	193,848	143,448	251	772
FY17	Total	262,026	193,899	250	1,048
FY18	Total	417,089	308,646	251	1,662

ACR

Notes	FY	Month	Calls Offered	Provider Calls Offered	AHT - Inbound	Outbound Calls	AHT - Outbound	Casework Volume	Casework AHT	Number of Workdays	Total ACR Inbound, Outbound and Casework	Avg workload per day
97% of calls are claims related	16	Jan	56	9.52	0:11:07			22	1200	19	78	4
	16	Feb	961	163.37	0:12:30			375	1200	20	1336	67
17% of calls offered are from providers	16	Mar	2,139	364	0:12:46			834	1200	23	2973	129
	16	Apr	2,693	458	0:11:52			1050	1200	21	3743	178
Handle time and volume are related to VISN Rollouts and claims backlog	16	May	3,079	523	0:10:34			1201	1200	21	4280	204
	16	Jun	3,239	551	0:11:04			1263	1200	21	4502	214
Call volume reflects 7 VISNs. There are 14 more VISNS with an estimated 8,500 additional inbound calls, 5270 Outbound calls and 3315 casework each month.	16	Jul	3,458	588	0:12:23			1349	1200	20	4807	240
	16	Aug	3,300	561	0:13:11			1287	1200	23	4587	199
Call volume and handle time is correlated to claims backlog	16	Sep	2,665	453	0:13:39			1039	1200	21	3704	176
	16	Oct	2,370	403	0:16:17			924	1200	20	3294	165
Survey Scores are rolled into C4.	16	Nov	3,302	561	0:13:07			1288	1200	20	4590	229
	16	Dec	3,386	576	0:12:27			1321	1200	21	4707	224
	17	Jan	4,233	720	0:12:31	3,127	0:06:28	1651	1200	20	9011	451
	17	Feb	5,519	938	0:13:10	3,415	0:05:05	2152	1200	19	11086	583
	17	Mar	5,994	1,019	0:11:35	4,908	0:03:59	2338	1200	23	13240	576
	17	Apr	6,002	1,020	0:11:10	6,268	0:04:20	2341	1200	20	14611	731
	17	May	6,873	1,168	0:10:17	7,797	0:04:03	2680	1200	22	17350	789
	17	Jun	6,558	1,115	0:10:35	7,107	0:04:02	2558	1200	22	16223	737
	17	Jul	7,544	1,282	0:10:10	3,989	0:04:06	2942	1200	21	14475	689
	17	Aug	8,528	1,450	0:10:32	3,620	0:04:10	3326	1200	23	15474	673
	17	Sep	9,653	1,641	0:11:07	4,106	0:03:42	3765	1200	21	17524	834
	17	Oct	11,093	1,886	0:12:48	2,666	0:04:11	4326	1200	21	18085	861
	17	Nov	9,128	1,552	0:14:06	4,230	0:04:12	3560	1200	20	16918	846
	17	Dec	7,827	1,331	0:14:59	5,014	0:03:48	3053	1200	20	15894	795
	18	Jan	8,511	1,447	0:15:37	4,292	0:04:01	3319	1200	21	16122	768
	18	Feb	11,117	1,890	0:16:03	3,417	0:04:11	4336	1200	19	18870	993
	18	Mar	11,785	2,003	0:16:19	3,785	0:03:30	4596	1200	22	20166	917
	18	Apr	10,037	1,706	0:15:29	2,566	0:03:23	3914	1200	21	16517	787
	18	May	8,800	1,496	0:16:33	4,222	0:02:06	3432	1200	22	16454	748
	18	Jun	8,510	1,447	0:17:21	5,716	0:03:13	3319	1200	21	17545	835
	18	Jul	9,505	1,616	0:16:26	5,047	0:03:52	3707	1200	21	18259	869
	18	Aug	11,204	1,905	0:16:32	3,897	0:03:53	4370	1200	23	19471	847
	18	Sep	10,915	1,856	0:16:28	3,306	0:03:15	4257	1200	19	18478	973
	18	Oct	14,776	2,512	0:18:58	2,243	0:02:53	5763	1200	22	22782	1036

ACR	FY16	30,648	5,210	0	11953	0.39	42601
ACR	FY17	69,962	11,894	44,337	27285	0.39	141584
ACR	FY18	78,685	13,376	47,003	30687	0.39	156375

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