PL 001 Updated.docx
DOCX document 27 KB Posted
- Attached to
- MEDICAID ELIGIBILITY OPERATIONS SERVICES
- Solicitation number
- 5400021745
- Issued by
- Richland County, South Carolina
About this file
This operational data document details the Medicaid Eligibility Operations Services performance metrics for the State of South Carolina across a three-year period from 2018 to 2020. The file presents monthly application processing volumes and outbound call activity for the eligibility operations team, which handles incomplete applications, data entry, indexing applications, assistive technology applications, and family planning services. Applications received annually ranged from approximately 145,000 to 176,000, with 2019 representing the peak volume year. Corresponding outbound calls to collect missing or replace illegible applicant information ranged from approximately 18,000 to 24,000 annually, demonstrating ongoing quality assurance and applicant support activities. The operational data shows monthly fluctuations in both application processing and outbound call volumes throughout each year.
The staffing structure remained consistent across the three-year period, with three managers, one team lead, and approximately 32-33 Customer Service Agents (CSAs) and 21-22 Claim Clerks comprising the operations team. Vacancy rates varied throughout the period, with notable staffing challenges in 2019 when claim clerk vacancies peaked at eight positions out of twenty-two total. By 2020, staffing levels stabilized with only one CSA vacancy and three claim clerk vacancies out of the authorized positions. The document provides baseline operational performance data that appears to support resource planning and service capacity assessment for the Medicaid eligibility operations function in South Carolina.
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Text version
PL 001 Eligibility Ops Data - UPDATED 2018-2020 2018 Applications Received (Includes incompletes, data entry, indexing applications, AT applications and Family Planning)
2018 Outbound Calls (Collect missing and/or replace illegible information from applicants/beneficiaries)
| Month |
| Total |
| Month |
| Total |
| January |
| 11317 |
| January |
| 1269 |
| February |
| 11280 |
| February |
| 1077 |
| March |
| 11972 |
| March |
| 1344 |
| April |
| 11746 |
| April |
| 1674 |
| May |
| 14445 |
| May |
| 1953 |
| June |
| 13129 |
| June |
| 1706 |
| July |
| 13323 |
| July |
| 2181 |
| August |
| 14844 |
| August |
| 2486 |
| September |
| 10080 |
| September |
| 1665 |
| October |
| 14446 |
| October |
| 2106 |
| November |
| 12851 |
| November |
| 2357 |
| December |
| 7389 |
| December |
| 1574 |
2019 Applications Received
2019 Outbound Calls (Collect missing and/or replace illegible information from applicants/beneficiaries)
| Month |
| Total |
| Month |
| Total |
| January |
| 11955 |
| January |
| 1831 |
| February |
| 9901 |
| February |
| 1603 |
| March |
| 14443 |
| March |
| 2113 |
| April |
| 16988 |
| April |
| 2230 |
| May |
| 16465 |
| May |
| 1978 |
| June |
| 16618 |
| June |
| 1565 |
| July |
| 17548 |
| July |
| 1575 |
| August |
| 16065 |
| August |
| 1691 |
| September |
| 14306 |
| September |
| 1194 |
| October |
| 14453 |
| October |
| 1131 |
| November |
| 11184 |
| November |
| 1031 |
| December |
| 11341 |
| December |
| 865 |
2020 Applications Received
2020 Outbound Calls (Collect missing and/or replace illegible information from applicants/beneficiaries)
| Month |
| Total |
| Month |
| Total |
| January |
| 11317 |
| January |
| 1258 |
| February |
| 12310 |
| February |
| 1380 |
| March |
| 11521 |
| March |
| 1504 |
| April |
| 10734 |
| April |
| 1522 |
| May |
| 10460 |
| May |
| 1631 |
| June |
| 9378 |
| June |
| 1476 |
| July |
| 9751 |
| July |
| 1340 |
| August |
| 7760 |
| August |
| 978 |
| September |
| 9323 |
| September |
| 1258 |
| October |
| 9540 |
| October |
| 1382 |
| November |
| 8319 |
| November |
| 1236 |
| December |
| 7892 |
| December |
| 1203 |
2018 Staffing
| Team |
| Total |
| Managers |
| 3 (3 filled and no vacancies) |
| Team Lead |
| 1 (1 filled and no vacancy) |
| CSA |
| 33 (31 filled and 2 vacancies) |
| Claim Clerks |
| 22 (20 filled and 2 vacancies) |
2019 Staffing
| Team |
| Total |
| Managers |
| 3 (3 filled and no vacancies) |
| Team Lead |
| 1 (1 filled and no vacancy) |
| CSA |
| 33 (29 filled and 4 vacancies) |
| Claim Clerks |
| 22 (14 filled and 8 vacancies) |
2020 Staffing
| Team |
| Total |
| Managers |
| 3 (3 filled and no vacancies) |
| Team Lead |
| 1 (1 filled and no vacancy) |
| CSA |
| 32 (31 filled and 1 vacancy) |
| Claim Clerks |
| 21 (18 filled and 3 vacancies) |
File details come from the government source that posted it. Updated .