HP Restricted1 Completed: Increased staff dedicated to processing faxes by 12 to clear out unattached fax inventory Increased CSR staff to manage ongoing incoming faxes Increased clinical staff Proactive outreach: 18 one on one sessions since 1/3 Attached and reduced all outstanding hard copy faxes Reduced inventory (all service types) Prior Authorization Processing Timeframes Status

HP Restricted2 Completed Timing out when submitting PA - additional CPU added 1/16 Reverse proxy error – technical changes resolved 1/16 In Process Continued stay capability – 2/20 Character length in “notes” field – 2/20 Release of information checkbox – to be removed 2/20 Size limitation of file attachments at 4mgb – under evaluation Prior Authorization Electronic Submission

HP Restricted3 Call Volume: Dec (736/day) Jan (626/day) Jan th (605/day) Abandonment Rate: Dec (1.89%) Jan th (9.30%) Jan th (2.34%) Calls answered in 60 seconds: Dec and Jan (94-98%) Average wait time: Dec (16 seconds), Jan (7 seconds) Fax busy: Dec (15%) to Jan (3%) Prior Authorization Fax and Phone Access

HP Restricted4 Completed: Last 6 months of Magellan data (pre 12/5) loaded In Process: Ongoing research with individual facilities Eliminating duplicate cases with multiple PA numbers for same dates of service or recipient Prior Authorization Status

HP Restricted5 Completed: Higher frequency of provider communications In Process: Ongoing education and web messages to assist with; definition of determinations, faxing tips, web submission tips viewing and searching authorizations in portal units available to show when claim is adjudicated portal showing date of decision or rationale Provider Communication