Spreadsheet: 112664d1308714488-formula-for-average-formula-needed
Sheet: SCORECARD

Telephone Responses and Documentation Scorecard
Staff | Date | Time | Nature of Inquiry | Line of Business | Member/Vendor | Greeting | Handle Contact Member/Provider | Solution Information | CSR | Phone Etiquette | [NAME] | Total | Total Score | Category | Comments | CSR | Week # | Call Download Date/Time | Call Number
Michelle | 2011-06-02 00:00:00 | 840 | Benefits/Eligibility | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 23 |  |  |  | Column1 | Column2 |  | Michelle
Michelle | 2011-06-02 00:00:00 | 904 | Benefits/Eligibility | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 23 |  |  |  | Met | 0 |  | [NAME]
Michelle | 2011-06-02 00:00:00 | 923 | Benefits/Eligibility | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 | Solution Information | SW fax #  is [PHONE] |  | 23 |  |  |  | Not Met | 0.5 |  | Shelley
Michelle | 2011-06-02 00:00:00 | 937 | Benefits/Eligibility | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 | Solution Information | No need to ask what the $ is they are billing |  | 23 |  |  |  | Partially Met | 0.25
Michelle | 2011-06-02 00:00:00 | 959 | Benefits/Eligibility | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 23 |  |  |  |  |  |  | Select Category
Michelle | 2011-06-02 00:00:00 | 1037 | [NAME] | SW | Member | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 23 |  |  |  |  |  |  | Accumulator
Michelle | 2011-06-02 00:00:00 | 1157 | EOB/RA Request | SW | Member | Met | Met | Met | Not Met | Met | Met | 0.5 | 99.5 | CSR | CSR not entered; Verify all info prior to disclosing any information |  | 23 |  |  |  |  |  |  | Administrative
Michelle | 2011-06-02 00:00:00 | 1206 | EOB/RA Request | SW | Member | Met | Met | Met | Met | Met | Met | 0 | 100 | Handle Contact-Member | verify information prior to disclosing any information |  | 23 |  |  |  |  |  |  | Appeals
Michelle | 2011-06-02 00:00:00 | 1230 | Benefits/Eligibility | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 23 |  |  |  |  |  |  | Benefits/Eligibility
Michelle | 2011-06-02 00:00:00 | 1615 | Website Issues | SW | Member | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 23 |  |  |  |  |  |  | Billing Inquiry
Michelle | 2011-06-02 00:00:00 | 1619 | [NAME] | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 23 |  |  |  |  |  |  | [NAME]
Michelle | 2011-06-03 00:00:00 | 1022 | Benefits/Eligibility | SW | Vendor | Met | Met | Met | Partially Met | Met | Met | 0.25 | 99.75 | CSR | The OON accumulator screen not copied and pasted into CSR. No need to ask the amt they are billing | 647093 | 23 |  |  |  |  |  |  | Claims Address
Michelle | 2011-06-03 00:00:00 | 1204 | [NAME] | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 23 |  |  |  |  |  |  | COB
Michelle | 2011-06-03 00:00:00 | 1358 | Benefits/Eligibility | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 23 |  |  |  |  |  |  | EOB/RA Request
Michelle | 2011-06-03 00:00:00 | 1411 | Benefits/Eligibility | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 23 |  |  |  |  |  |  | Fatal Error Reporting
Michelle | 2011-06-03 00:00:00 | 1634 | Benefits/Eligibility | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 23 |  |  |  |  |  |  | ID Card Request
Michelle | 2011-06-06 00:00:00 | 947 | [NAME] | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 24 |  |  |  |  |  |  | MisDirected Call
Michelle | 2011-06-06 00:00:00 | 1222 | [NAME] | SW | Vendor | Met | Met | Met | Met | Partially Met | Met | 0.25 | 99.75 | Phone Etiquette | Hold time exceeded 1 minute |  | 24 |  |  |  |  |  |  | Prior Authorization
Michelle | 2011-06-06 00:00:00 | 1403 | [NAME] | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 24 |  |  |  |  |  |  | Website Issues
Michelle | 2011-06-06 00:00:00 | 1453 | Benefits/Eligibility | SW | Other Entity | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 24
Michelle | 2011-06-06 00:00:00 | 1512 | Benefits/Eligibility | SW | Member | Met | Partially Met | Met | Met | Met | Met | 0.25 | 99.75 | Handle Contact-Member | PO Box/phone number not verified | 647669 | 24 |  |  |  |  |  |  | [NAME]
Michelle | 2011-06-06 00:00:00 | 1704 | Billing Inquiry | SW | Member | Met | Partially Met | Met | Met | Met | Met | 0.25 | 99.75 | Handle Contact-Member | Phone # not verified | 647711 | 24 |  |  |  |  |  |  | Member
Michelle | 2011-06-07 00:00:00 | 1216 | Benefits/Eligibility | SW | Member | Met | Met | Not Met | Met | Met | Met | 0.5 | 99.5 | Solution Information | Did not give correct information on filling out the COB letter | 647921 | 24 |  |  |  |  |  |  | Vendor
Michelle | 2011-06-07 00:00:00 | 1222 | [NAME] | SW | Vendor | Met | Met | Met | Not Met | Met | Partially Met | 0.75 | 99.25 | CSR | CSR not created |  | 24 |  |  |  |  |  |  | Other Entity
Michelle | 2011-06-07 00:00:00 | 1227 | Administrative | SW | Member | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 24
Michelle | 2011-06-07 00:00:00 | 1334 | [NAME] | SW | Member | Met | Not Met | Met | Met | Met | Met | 0.5 | 99.5 | Handle Contact-Member | Address/Phone not verified | 640914 | 24 |  |  |  |  |  |  | Select Category
Michelle | 2011-06-07 00:00:00 | 1457 | Accumulator | SW | Member | Met | Partially Met | Met | Met | Met | Met | 0.25 | 99.75 | Handle Contact-Member | Did not verify information prior to answering questions |  | 24 |  |  |  |  |  |  | Greeting
Michelle | 2011-06-07 00:00:00 | 1621 | Benefits/Eligibility | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 24 |  |  |  |  |  |  | Handle Contact-Provider
Michelle | 2011-06-08 00:00:00 | 1014 | Benefits/Eligibility | SW | Member | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 24 |  |  |  |  |  |  | Handle Contact-Member
Michelle | 2011-06-08 00:00:00 | 1139 | Benefits/Eligibility | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 24 |  |  |  |  |  |  | Solution Information
Michelle | 2011-06-08 00:00:00 | 1141 | [NAME] | SW | Vendor | Met | Met | Met | Met | Met | Partially Met | 0.25 | 99.75 | [NAME] | When he asked if this was CUP somewhat confused, reply was Um, yes. |  | 24 |  |  |  |  |  |  | CSR
Michelle | 2011-06-08 00:00:00 | 1158 | [NAME] | SW | Vendor | Met | Met | Met | Met | Met | Met | 0 | 100 |  |  |  | 24 |  |  |  |  |  |  | Phone Etiquette