PL-01_Activity Volumes Report.xlsx

This is an Activity Volumes Report documenting operational performance metrics for Texas health program administration, specifically tracking inbound call center operations, enrollment data processing, web chat interactions, outbound activities, community outreach efforts, provider line calls, and monthly correspondence mailings across three primary programs: Medicaid Managed Care (MMC), Texas Health Steps (THSteps), and Children's Health Insurance Program (CHIP). The report spans from October 2023 through January 2025, providing comprehensive monthly data on service delivery and program activities.

The report demonstrates substantial call center operations with MMC handling between 62,000 and 103,000 calls monthly, THSteps processing 2,600 to 12,100 monthly calls, and CHIP managing 4,400 to 11,700 calls per month. Enrollment form processing shows significant variation, with MMC forms received ranging from 4,000 to over 107,000 in individual months, while CHIP forms remained relatively consistent at 4,200 to 6,200 monthly. Web chat services tracked both English and Spanish interactions across multiple categories including enrollment help, general questions, case inquiries, and supervisor escalations. Outbound activities included MMC outbound attempts ranging from 32,000 to 51,000 monthly, THSteps attempts between 39,000 and 57,000, and CHIP attempts between 568 and 1,800. Community outreach encompassed home visit attempts, enrollment events, presentations, and community meetings. Monthly mailings volume was substantial, with THSteps checkup due letters exceeding 700,000 monthly and MMC STAR and dental mailings consistently exceeding 12,000 pieces per month, demonstrating ongoing member communication and outreach initiatives across all three programs.