Performance Guarantees
CONEXIS is the only benefits administrator to offer all clients performance standards and guarantees. Utilizing our proprietary and leading systems; we continuously monitor and measure 22 key performance metrics for our COBRA/HIPAA, Flexible Benefits administration, and Direct Bill services.We guarantee our performance by placing up to 10% of all service fees at risk in the event that we do not meet the established standards. CONEXIS reports all performance results to our clients quarterly.
Quarterly Results
| 2010 | ||||||||
| First Quarter | ||||||||
| 2009 | ||||||||
| First Quarter | Second Quarter | Third Quarter | Fourth Quarter | |||||
| 2008 | ||||||||
| First Quarter | Second Quarter | Third Quarter | Fourth Quarter |
Measurable Performance Standards
| Performance Standard | Performance Target | % of Fee's at Risk |
| Client Statement | 98% within 7 business days after the 1st of the month | 1.50% |
| Inbound File Processing | 98% within 2 business days | 1.50% |
| Average Speed to Answer - (seconds) | ≤ 30 seconds | 1.50% |
| Abandonment Rate | ≤ 5% | 1.50% |
| Participant Inquiries 1 business day | 90% within 1 business day | 1.00% |
| Participant Inquiries 5 business days | 98% within 5 business day | 1.00% |
| Claims Turnaround Time | 98% within 3 business days | 1.00% |
| Claims Paid Accurately | 98% | 1.00% |
| Total Maximum Fees at Risk: | 10.00% | |
| Performance Standard | Performance Target | % of Fee's at Risk |
| Client Statement & Premium Remittance | 98% within 7 business days after the 1st of the month | 1.50% |
| Payment Posting | 98% posted within 3 business days of date received | 2.00% |
| Inbound File Processing | 98% within 2 business days | 1.50% |
| Average Speed to Answer - (seconds) | ≤ 30 seconds | 1.50% |
| Abandonment Rate | ≤ 5% | 1.50% |
| Participant Inquiries 1 business day (excluding Eligibility) | 90% within 1 business day | 1.00% |
| Participant Inquiries 5 business days (including Eligibility) | 98% within 5 business day | 1.00% |
| Total Maximum Fees at Risk: | 10.00% | |
| Performance Standard | Performance Target | % of Fee's at Risk |
| Client Statement & Premium Remittance | 98% within 7 business days after the 1st of the month | 1.50% |
| Payment Posting | 98% posted within 3 business days of date received | 2.00% |
| Inbound File Processing | 98% within 2 business days | 1.50% |
| Average Speed to Answer - (seconds) | ≤ 30 seconds | 1.50% |
| Abandonment Rate | ≤ 5% | 1.50% |
| Participant Inquiries 1 business day (excluding Eligibility) | 90% within 1 business day | 1.00% |
| Participant Inquiries 5 business days (including Eligibility) | 98% within 5 business day | 1.00% |
| Total Maximum Fees at Risk: | 10.00% | |