Active and Non-Medicare Retiree Health Plan

The County of Orange has entered into a contract with Kaiser Foundation Health Plan, Inc. to provide Health Maintenance Organization (HMO) services to active and non-Medicare retiree employees. The contract has a term of three years, with the option to renew for two additional one-year terms. The contract includes performance guarantees and penalties for non-compliance. The contractor will provide a range of services, including administration, coordination, monitoring, and implementation of HMO services. The contract also includes provisions for insurance, indemnification, and termination. Key aspects of the contract include: • The contractor will provide HMO services to active and non-Medicare retiree employees of the County of Orange. • The contract has a term of three years, with the option to renew for two additional one-year terms. • The contractor will provide a range of services, including administration, coordination, monitoring, and implementation of HMO services. • The contract includes performance guarantees and penalties for non-compliance. • The contractor will provide insurance coverage for the County of Orange and its employees. • The contract includes provisions for indemnification and termination. Some of the key performance measures and penalty thresholds include: • Average speed to answer: 30 seconds • Telephone call abandonment rate: <3.0% • Call Quality: 85% • First Contact Resolution: 85% • Eligibility information available to medical groups within eight business days: 95% • Kp.org web site availability: 98.5% • Member satisfaction with health plan: ≥ National Average • Member satisfaction with Kaiser web site: ≥ National Average The contract also includes provisions for account management, including a quarterly account management report card and a composite score. The contractor will provide a range of support services, including wellness programs, communication credits, and implementation credits.