Res 2016-077/approving an administrative services agreement with United Healthcare Services, Inc. for the provision of medical, pharmacy, dental, flexible spending accounts (fsa), retiree, online enrollment tool and cobra benefits administration in a tot

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Statistically significant random sample of claims processed is reviewed to determine the percentage of claim dollars processed without procedural (i.e. non - financial) errors. Office Level Annuallv Fees at Risk Total Dollars at Risk for this metric $5,225 Payment Amount Of the Fees at Risk for this metric, percentage at risk for each gradient 20% Gradients 96.99% - 96.50% 96.49% - 96.00% 95.99% - 95.50% 95.49% - 95.00% Below 95.00% Phone service guarantees and standards apply to Participant calls made to the customer care center that primarily services Customer's Participants. If Customer elects a specialized phone service model the results may be blended with more than one call center and /or level. They do not include calls made to care management personnel and /or calls to the senior center for Medicare Participants, nor do they include calls for services /products other than medical, such as mental health/substance abuse, pharmacy (except when United is Customer's pharmacy benefit services administrator), dental, vision, Health Savings Account, etc. Average Speed to Answer Definition Calls will sequence through United's phone system and be answered by customer service within the parameters set forth. Measurement Percentage of calls answered 100% Time answered in seconds, on average seconds 30 Criteria Standard tracking reports produced by the phone s stem for all calls Level Team that services Customer's account Fees at Risk Total Dollars at Risk for this metric $5, 225 Payment Amount Of the Fees at Risk for this metric, percentage at risk for each gradient 20% Gradients 32 seconds or less 34 seconds or less 36 seconds or less 38 seconds or less Greater than 38 seconds Abandonment Rate Definition The average call abandonment rate will be no greater than the percentage set forth Measurement Percentage of total incoming calls to customer service abandoned, on average 2% Criteria Standard tracking reports produced by the phone s stem for all calls Level Team that services Customer's account Fees at Risk Total Dollars at Risk for this metric $5,22 Payment Amount Of the Fees at Risk for this metric, percentage at risk for each gradient 20 % Gradients 2.01% - 2.50% 2.51% - 3.00% 3.01% - 3.50% 3.51% - 4.00% Greater than 4.00% Call Quality Score Definition Maintain a call quality score of not less than the percent set forth Measurement Call quality score to meet or exceed 93% Criteria Random sampling of calls are each assigned a customer service quality score, using United's standard internal call quality assurance program. Level Office that services Customer's account Payment Period Annually Fees at Risk Total Dollars at Risk for this metric $5,225 Payment Amount ii Of the Fees at Risk for this metric, percentage at risk for each gradient 20% Gradients 92.99% - 91.00% 90.99% - 89.00% 32