Initial Call Resolution for CC Expectation. 85% of enrollee issues will be resolved within one (1) business) business day of receipt of the issue. 5% of total performance penalty at risk. Performance Level: <85%: 5% performance penalty. 85-95%: no penalty. >95%: 5% performance credit. 1.5 Grievance Resolution Expectation: 95% of enrollee grievances resolved within 30 calendar days. 5% of total performance penalty at risk. Performance Level: <95% resolved within 30 calendar days: 5% performance penalty. 95% or greater resolved within 30 calendar days: no penalty. 95% or greater resolved within 15 calendar days: 5% performance credit
Initial Call Resolution for CC Expectation. 85% of enrollee issues will be resolved within one (1) business) business day of receipt of the issue. 5% of total performance penalty at risk. Performance Level: <85%: 5% performance penalty. 85-95%: no penalty. >95%: 5% performance credit. 1.5 Grievance Resolution Expectation: 95% of enrollee grievances resolved within 30 calendar days. 5% of total performance penalty at risk. Performance Level: <95% resolved within 30 calendar days: 5% performance penalty. 95% or greater resolved within 30 calendar days: no penalty. 95% or greater resolved within 15 calendar days: 5% performance credit ATTACHMENTS TO COVERED CALIFORNIA QUALIFIED HEALTH PLAN CONTRACT Covered California Performance Standards for Contractor Group 2: Operational Performance Standards 50% of Performance Penalty or Credit for Measurement Year 2014 ( paid 2015); 25% of Performance Penalty or Credit Thereafter Operational Standards Covered California Performance Requirements
