Health Plan Report Card

The Health Plan Report Card lets members compare contracted health plans by line of business. This is to let you know, on average:

  • The quality of care members enrolled in each health plan receive,
  • How satisfied members are with their enrolled health plan, and
  • How well the member’s enrolled health plan met their expectations.

ACUTE Care Plans

Avg. Speed to Answer Calls: The average time it took for Customer Service to answer a call in Seconds (Standard: 45 seconds or less)

Abandonment Rate: The average rate of calls dropped in a 24 hour period. (Standard: 5% or less)
Health Plan Avg. Speed to Answer Calls
Apr
May
Jun
Abandonment Rate
Apr
May
Jun
Care 1st
11
16
18
1.2%
1.9%
1.5%
Health Choice
28.5
19.5
25.5
0.8%
0.3%
0.9%
Health Net
16
10
35
1.6%
1.47%
3.32%
Mercy Care Plan
23
23
24
1.8%
1.5%
1.4%
United Healthcare
20
19
20
1.28%
1.19%
1.27%
University Family Care
24.8
21.9
46.2
3.4%
2.6%
7.2%
PA Timeliness - Standard: Percentage of Prior Authorizations completed within the 14 day standard timeframe

PA Timeliness - Expedited: Percentage of Prior Authorizations completed within the 3 day expedited timeframe
Health Plan PA Timeliness - Standard
Apr
May
Jun
PA Timeliness - Expedited
Apr
May
Jun
Care 1st
100%
100%
100%
100%
100%
100%
Health Choice
87%
97%
88%
96%
98%
99%
Health Net
100%
99%
100%
100%
100%
98%
Mercy Care Plan
100%
100%
100%
98%
99%
97%
United Healthcare
95%
98%
98%
95%
97%
95%
University Family Care
100%
100%
100%
100%
100%
100%
*Last Updated 11/03/2017
These measures provide an overall understanding of how satisfied members are with their health plan including how well the health plan met their expectations.
Health Plan Rating of Health Plan Rating of All Health Care Rating of Personal Doctor Rating of Specialist Seen Most Often
Care 1st 4 Star Rating 5 Star Rating 4 Star Rating 5 Star Rating
Health Choice 3 Star Rating 5 Star Rating 5 Star Rating 1 Star Rating
Health Net 3 Star Rating 5 Star Rating 5 Star Rating 2 Star Rating
Mercy Care 5 Star Rating 5 Star Rating 5 Star Rating 2 Star Rating
United Healthcare 5 Star Rating 5 Star Rating 5 Star Rating 3 Star Rating
University Family Care 3 Star Rating 5 Star Rating 5 Star Rating 4 Star Rating
Health Plan Getting Needed Care Getting Care Quickly How Well Doctors Communicate Customer Service Coordination of Care
Care 1st 4 Star Rating 2 Star Rating 2 Star Rating 5 Star Rating 1 Star Rating
Health Choice 1 Star Rating 2 Star Rating 4 Star Rating 1 Star Rating 2 Star Rating
Health Net 2 Star Rating 2 Star Rating 3 Star Rating 4 Star Rating 1 Star Rating
Mercy Care 2 Star Rating 2 Star Rating 3 Star Rating 2 Star Rating 1 Star Rating
United Healthcare 5 Star Rating 3 Star Rating 4 Star Rating 3 Star Rating 5 Star Rating
University Family Care 2 Star Rating 2 Star Rating 3 Star Rating 4 Star Rating 1 Star Rating
*Last Updated 11/03/2017
These measures provide an overall understanding of how satisfied members are with their health plan including how well the health plan met their expectations.
Health Plan Rating of Health Plan Rating of All Health Care Rating of Personal Doctor Rating of Specialist Seen Most Often
Care 1st 2 Star Rating 2 Star Rating 3 Star Rating 3 Star Rating
Health Choice 1 Star Rating 1 Star Rating 2 Star Rating 2 Star Rating
Health Net 2 Star Rating 3 Star Rating 2 Star Rating 3 Star Rating
Mercy Care 5 Star Rating 5 Star Rating 5 Star Rating 3 Star Rating
United Healthcare 5 Star Rating 5 Star Rating 4 Star Rating 5 Star Rating
University Family Care 4 Star Rating 5 Star Rating 5 Star Rating 5 Star Rating
Health Plan Getting Needed Care Getting Care Quickly How Well Doctors Communicate Customer Service Coordination of Care
Care 1st 1 Star Rating 3 Star Rating 4 Star Rating 4 Star Rating 1 Star Rating
Health Choice 1 Star Rating 1 Star Rating 2 Star Rating 2 Star Rating 1 Star Rating
Health Net 2 Star Rating 2 Star Rating 4 Star Rating 3 Star Rating 1 Star Rating
Mercy Care 4 Star Rating 4 Star Rating 4 Star Rating 2 Star Rating 1 Star Rating
United Healthcare 4 Star Rating 2 Star Rating 4 Star Rating 3 Star Rating 1 Star Rating
University Family Care 5 Star Rating 4 Star Rating 5 Star Rating 4 Star Rating 3 Star Rating
*Last Updated 11/03/2017

Comprehensive Medical & Dental Program (CMDP)

Avg. Speed to Answer Calls: The average time it took for Customer Service to answer a call in Seconds (Standard: 45 seconds or less)

Abandonment Rate: The average rate of calls dropped in a 24 hour period. (Standard: 5% or less)
Health Plan Avg. Speed to Answer Calls
Apr
May
Jun
Abandonment Rate
Apr
May
Jun
CMDP
29
35
29
2.78%
2.32%
1.52%
PA Timeliness - Standard: Percentage of Prior Authorizations completed within the 14 day standard timeframe

PA Timeliness - Expedited: Percentage of Prior Authorizations completed within the 3 day expedited timeframe
Health Plan PA Timeliness - Standard
Apr
May
Jun
PA Timeliness - Expedited
Apr
May
Jun
CMDP
100%
100%
100%
Zero Expedited Requests
Zero Expedited Requests
100%
*Last Updated 11/03/2017
These measures provide an overall understanding of how satisfied members are with their health plan including how well the health plan met their expectations.
Health Plan Rating of Health Plan Rating of All Health Care Rating of Personal Doctor Rating of Specialist Seen Most Often
CMDP 1 Star Rating 5 Star Rating 5 Star Rating 2 Star Rating
Health Plan Getting Needed Care Getting Care Quickly How Well Doctors Communicate Customer Service Coordination of Care
CMDP 4 Star Rating 4 Star Rating 5 Star Rating 3 Star Rating 2 Star Rating
*Last Updated 11/03/2017

Arizona Long Term Care Service Elderly/Physically Disabled (ALTCS E/PD)

PA Timeliness - Standard: Percentage of Prior Authorizations completed within the 14 day standard timeframe

PA Timeliness - Expedited: Percentage of Prior Authorizations completed within the 3 day expedited timeframe
Health Plan PA Timeliness - Standard
Apr
May
Jun
PA Timeliness - Expedited
Apr
May
Jun
United Healthcare LTC
100%
100%
100%
89%
100%
100%
Mercy Care Plan LTC
100%
100%
100%
96%
99%
97%
University Family Care LTC
N/A
N/A
N/A
N/A
N/A
N/A
*Last Updated 11/03/2017

Arizona Long Term Care Service Developmental Disabilities (ALTCS DD)

PA Timeliness - Standard: Percentage of Prior Authorizations completed within the 14 day standard timeframe

PA Timeliness - Expedited: Percentage of Prior Authorizations completed within the 3 day expedited timeframe
Health Plan PA Timeliness - Standard
Apr
May
Jun
PA Timeliness - Expedited
Apr
May
Jun
Division of Developmental Disabilities (DDD)
98%
98%
98%
95%
99%
99%
*Last Updated 11/03/2017

Regional Behavioral Health Authority (RBHA)

Avg. Speed to Answer Calls: The average time it took for Customer Service to answer a call in Seconds (Standard: 45 seconds or less)

Abandonment Rate: The average rate of calls dropped in a 24 hour period. (Standard: 5% or less)
Health Plan Avg. Speed to Answer Calls
Apr
May
Jun
Abandonment Rate
Apr
May
Jun
Cenpatico Integrated Care
29
16
15
5.4%
3.3%
2.6%
Health Choice Integrated Care
4
4.2
3.9
2%
1%
2%
Mercy Maricopa Integrated Care
19
18
19
2%
1.9%
1.7%
PA Timeliness - Standard: Percentage of Prior Authorizations completed within the 14 day standard timeframe

PA Timeliness - Expedited: Percentage of Prior Authorizations completed within the 3 day expedited timeframe
Health Plan PA Timeliness - Standard
Apr
May
Jun
PA Timeliness - Expedited
Apr
May
Jun
Cenpatico Integrated Care
97%
99%
99%
95%
97%
98%
Health Choice Integrated Care
97%
99%
98%
95%
97%
100%
Mercy Maricopa Integrated Care
100%
100%
99%
99%
96%
99%
*Last Updated 11/03/2017
These measures provide an overall understanding of how satisfied members are with their health plan including how well the health plan met their expectations.
Health Plan Rating of Health Plan Rating of All Health Care Rating of Personal Doctor Rating of Specialist Seen Most Often
Mercy Maricopa Integrated Care 1 Star Rating 1 Star Rating 1 Star Rating 1 Star Rating
Health Plan Getting Needed Care Getting Care Quickly How Well Doctors Communicate Customer Service Coordination of Care
Mercy Maricopa Integrated Care 2 Star Rating 1 Star Rating 1 Star Rating 1 Star Rating 1 Star Rating
*Last Updated 11/03/2017