HT0011-16-R-0040-Global_NAL-Attachment_3-Estimated_Workload_Sheet-10-24-2016.docx

ATTACHMENT 3

HISTORICAL AND ESTIMATED WORKLOAD DATA

a. Anticipated Global NAL call volume is expected to be approximately 58,000 calls per month; 696,000 per year.

b. Historical Call Volume for CONUS NAL only. OCONUS NAL (Eurasia Region only) averages 1,100 calls per month. There is no historical data for the Pacific Region.

c. Number of Beneficiaries by Health Plan:

d. Percentage of Total FY16 NAL Calls by Enrolled DMIS ID Service Name (CONUS NAL Only). Data is not available for OCONUS NAL (Eurasia only). There is no historical data for the Pacific Region.

e. Percentage of NAL Calls by Age Category (CONUS NAL Only) Data is not available for OCONUS NAL (Eurasia only). There is no historical data for the Pacific Region.

In FY16, 42% of the total telehealth RN triage algorithms used were pediatric algorithms, 50% were adult triage algorithms, 7% were Women’s Health related algorithms, and 1% were mental health specific algorithms.

f. FY16 NAL Calls per hour and per day (CONUS NAL Only). Duty hours are defined as 0700 to 1700 for this historical workload data. Individual clinics and MTFs have varying hours of operation that are not reflected in this data. Data is not available for OCONUS NAL (Eurasia only). There is no historical data for the Pacific Region.

*51% of calls are during duty hours and 49% of calls are after duty hours

g. FY16 Average Call Handle Times for telehealth registered nurses (RNs) and appointing clerks (ACs) (CONUS NAL Only). Data is not available for OCONUS NAL (Eurasia only). There is no historical data for the Pacific Region. The time it takes to verify eligibility is not included in the below graph. It is estimated eligibility verification may take approximately 5.5 minutes.

h. It is anticipated that 10% of the Global NAL calls will be customer service related calls and 90% of all Global NAL callers will want to speak to a nurse. Based on CONUS NAL historical data of urgent care dispositions, it is estimated 58% of the callers speaking to a nurse will also require MTF appointing or care coordination services.

i. PCM on Call Optional CLIN: The government believes approximately 126,000 Global NAL callers per year may choose to speak to a contractor provided PCM on Call.

j. Current CONUS NAL Staffing Levels. Data is not available for OCONUS NAL (Eurasia only). There is no historical data for the Pacific Region.

124 - NAL Call Center Staff (Customer Service Representatives and Appointing Clerks - they are interchangeable)

187 - Telehealth Registered Nurses image4.png image5.png image6.png image7.png image1.png image2.emf image3.png