Schedule L Contractor Performance Evaluation Survey.doc

RFP No. 250000002307 Schedule L – Contractor Performance Evaluation Survey

Michigan Public School Employees’ Retirement System

Contractor Performance Evaluation for (insert year) The following survey gauges your Account Management satisfaction level. For each section, rate your satisfaction level using the 5 point scale provided, Strongly Agree (5) to Strongly Disagree (1). Provide comments at the end of each section for any statement you rate “3” or below. To comply with the Service Level Agreement, an overall score of 4.00 must be achieved.

Section I: Please rate your agreement with the following statements about your Senior Account Manager.

Statement Additional Comments:

Strongly Agree

Somewhat

Agree

Neutral

Somewhat

Disagree

Strongly Disagree

Not Applicable

My Account Manager….

1. is making a positive contribution to my business

2. is a good listener

3. is professional and pleasant to work with

4. is reliable

5. is good at establishing rapport with others

6. returns my calls/emails promptly

7. addresses urgent issues in a timely manner and makes my needs a priority

8. is knowledgeable about industry trends

9. is knowledgeable about Plan Sponsor related operations

10. is a good problem solver

11. tries to anticipate my needs and proactively recommends solutions

12. provides meaningful status updates and follows through on issues/assignments until they are resolved/completed

13. makes competent decisions to effectively administer the contract

14. leverages the Contractor’s resources to effectively administer the contract

15. presents information, both written and spoken, in a professional, clear and concise manner

16. clearly communicates meeting objectives in advance of meetings

17. treats me like a long-term valued partner

Total:

Overall rating (average):

Comments for ratings 3 or below:

Additional Comments:

Section II: Please rate your agreement with the following statements about Member Communications.

Somewhat

Agree

Neutral

Somewhat

Disagree

Strongly Disagree

Not Applicable

Member Communications…

1. are developed in a manner that meet the ORS’ business needs

2. are well written, relevant, innovative, accurate and informative

3. are developed in a manner that is consultative, dynamic, flexible and adaptive to the needs of the ORS and its membership

4. are submitted to the ORS with sufficient review time to avoid mailing delays

5. target appropriate members so that individuals receive accurate plan information in a timely fashion

6. include presentations, which are accurately delivered in member seminars, retiree organization meetings, online, etc.

Total:

Overall rating (average):

Comments for ratings 3 or below:

Section III: Please rate your agreement with the following statements about Data Reporting.

Somewhat

Agree

Neutral

Somewhat

Disagree

Strongly Disagree

Not Applicable

1. Routine and ad hoc reports add value and meet the ORS’ business needs

2. Report management promotes collaboration with the ORS’ business partners

3. Report management is consultative, transparent, and solution-driven

4. Reports are delivered on time based on Contract language and business needs

5. Reports are accurate and error free

Total:

Overall rating (average):

Comments for ratings 3 or below:

Section IV: Please rate your agreement with the following statements about Clinical Management (applies to pharmacy vendor only).

Somewhat

Agree

Neutral

Somewhat

Disagree

Strongly Disagree

Not Applicable

I see evidence that...

1. follows through on issues until they are resolved

2. Routinely delivers recommendations to assist in meeting Plan Sponsor’s clinical, financial, plan design, quality of care goals, and board intent

3. presents information professionally, clearly and concisely

4. is knowledgeable about Plan Sponsor related operations

5. is knowledgeable about industry trends

6. returns my calls/emails promptly

7. can be reached when needed

8. collaborates well with third party consultants to provide well rounded, well researched clinical recommendations

9. proactively recommends clinical solutions

10. makes competent decisions and recommendations to effectively administer the custom formulary

11. anticipates the Plan Sponsor’s clinical and coverage needs regarding pipeline medications

12. consistently supports the custom Formulary needs and requests

13. is available and comfortable working directly with member medication issues

14. effectively manages the Plan’s medical/clinical aspects to maximize savings to the System

Total:

Overall rating (average):

Comments for ratings 3 or below:

Additional comment:

Section V: Please rate your agreement with the following statements about Member Services Management (Customer Service).

Somewhat

Agree

Neutral

Somewhat

Disagree

Strongly Disagree

Not Applicable

I see evidence that…

1. Plan Sponsor’s membership consistently receives excellent customer service

2. Plan Sponsor’s membership receives accurate, up-to-date information upon initial contact

3. the Contractor correctly routes member issues to the appropriate resources, if needed

4. member issues are escalated appropriately to ensure timely and accurate handling, including advisement of rights afforded under the Plan

5. the Member Services team works effectively with ORS in problem resolution

6. the designated Customer Service Specialist is courteous and willing to work with ORS in resolving issues

7. enrollment inquiries and issues are responded to and resolved with ORS in a timely fashion

8. benefit inquires and issues that are submitted by ORS on behalf of members are responded to and resolved accurately and in a timely fashion

Total:

Overall rating (average):

Comments for ratings 3 or below:

Additional comment:

Section VI: Please rate your agreement with the following statements about Administrative and Financial Support.

Somewhat

Agree

Neutral

Somewhat

Disagree

Strongly Disagree

Not Applicable

The Contractor...

1. focuses on improving member health and reducing total member cost in a manner that is consistent with plan design and board intent

2. effectively manages the Plan’s medical/clinical aspects to maximize savings and revenue to the System

3. presents strategic initiative proposals and strategies to improve quality, increase member satisfaction and/or lower Plan cost

4. improves internal processes to better meet performance standards

5. provides robust and responsive administrative support from all departments within its organization (Finance, IT, Communications, etc.)

6. takes appropriate actions to complete projects and other activities on schedule

7. addresses ORS’ financial inquiries timely and accurately (invoices, settlements, SLA penalties, etc.)

8. works in collaboration with ORS’ financial team to correct financial discrepancies with a sense of urgency

9. proactively provides supporting documentation and notification for financial transactions prior to the transaction occurring

Total:

Overall rating (average):

Comments for ratings 3 or below:

Overall Score

I. Account Management

II. Member Communications

III. Data Reporting

IV. Clinical Management (applies to pharmacy vendor only)

V. Member Services Management (Customer Service)

VI. Administrative and Financial Support

Total:

Overall rating (average):