Orange County NC Website
Browse       Search
DocuSign Envelope ID:E8C538EF-9595-4E36-A4C9-2CA66C7BE34A <br /> Envision Performance Guarantees <br /> PG# Performance Performance Standard Yleasurement Annual <br /> Category Period Penalty <br /> Account Management <br /> 1 Account Envision guarantees an average account Annually No more <br /> Management management satisfaction rate of 3 or than 10% <br /> Satisfaction higher per Contract Year, on Envision's to be <br /> standard Account Management survey allocated <br /> with a scale of 1 to 5 (5 being the towards <br /> highest). Plan Sponsor employees, who one <br /> have routine day to day interactions with performan <br /> Envision's account management team, ce area. <br /> shall promptly complete and return all <br /> surveys. <br /> 2 Standard Envision guarantees that it shall follow Annually No more <br /> Benefit implementation timelines for modifying than 10% <br /> Modification standard changes to existing benefits to be <br /> Turnaround within thirty(30) calendar days or less allocated <br /> from the date that Envision receives the towards <br /> final benefit design from Plan Sponsor. one <br /> performan <br /> ce area. <br /> Help Desk <br /> 3 Average Speed Envision shall answer calls to the Annually No more <br /> of Answer- member service telephone line than 10% <br /> Member administered by Envision within an to be <br /> Service average of thirty(30) seconds per allocated <br /> Contract Year,measured on a book of towards <br /> business basis. one <br /> performan <br /> 4 Call Center Envision shall make available a toll free Annually No more <br /> Abandonment member help desk telephone line. The than 10% <br /> Rate Abandonment Rate of the member help to be <br /> desk telephone line will be five percent allocated <br /> (5%) or less per Contract Year, towards <br /> measured on a book of business basis. one <br /> \Pass-through PBMSA(041917) ©Envision Pharmaceutical Services,LLC Page 29 of 41 <br />