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.

AHCCCS Complete Care (ACC)

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
April
May
June
 Abandonment Rate
April
May
June
Arizona Complete Health - Complete Care Plan
22
23
25
3.00%
4.00%
3.00%
Banner-University Family Care
19.4
18.2
19.6
1.00%
1.10%
1.10%
Care 1st Health Plan
7
12
8
1.10%
2.80%
0.90%
Health Choice Arizona
14.5
9.7
9.9
2.40%
0.06%
0.08%
Mercy Care
99
48
37
4.80%
1.90%
1.70%
Molina Complete Care
11
11
11
3.10%
2.80%
4.90%
UnitedHealthcare Community Plan
27
30
39
1.37%
1.38%
1.85%
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
April
May
June
 PA Timeliness - Expedited
April
May
June
Arizona Complete Health - Complete Care Plan
100%
100%
100%
99%
99%
98%
Banner-University Family Care
99%
99%
99%
95%
96%
97%
Care 1st Health Plan
100%
100%
100%
99%
99%
99%
Health Choice Arizona
100%
100%
100%
99%
99%
99%
Mercy Care
99%
95%
93%
96%
90%
93%
Molina Complete Care
100%
100%
100%
99%
99%
99%
UnitedHealthcare Community Plan
99%
98%
98%
97%
95%
94%
*Last Updated 8/20/2021
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 Health Plan 4 Star Rating 5 Star Rating 4 Star Rating 5 Star Rating
Health Choice Arizona 3 Star Rating 5 Star Rating 5 Star Rating 1 Star Rating
Health Net Access (HNA) 3 Star Rating 5 Star Rating 5 Star Rating 2 Star Rating
Mercy Care Plan (MCP) 5 Star Rating 5 Star Rating 5 Star Rating 2 Star Rating
UnitedHealthcare Community Plan 5 Star Rating 5 Star Rating 5 Star Rating 3 Star Rating
University Family Care (UFC) 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 Health Plan 4 Star Rating 2 Star Rating 2 Star Rating 5 Star Rating 1 Star Rating
Health Choice Arizona 1 Star Rating 2 Star Rating 4 Star Rating 1 Star Rating 2 Star Rating
Health Net Access (HNA) 2 Star Rating 2 Star Rating 3 Star Rating 4 Star Rating 1 Star Rating
Mercy Care Plan (MCP) 2 Star Rating 2 Star Rating 3 Star Rating 2 Star Rating 1 Star Rating
UnitedHealthcare Community Plan 5 Star Rating 3 Star Rating 4 Star Rating 3 Star Rating 5 Star Rating
University Family Care (UFC) 2 Star Rating 2 Star Rating 3 Star Rating 4 Star Rating 1 Star Rating
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 Health Plan 2 Star Rating 2 Star Rating 3 Star Rating 3 Star Rating
Health Choice Arizona 1 Star Rating 1 Star Rating 2 Star Rating 2 Star Rating
Health Net Access (HNA) 2 Star Rating 3 Star Rating 2 Star Rating 3 Star Rating
Mercy Care Plan (MCP) 5 Star Rating 5 Star Rating 5 Star Rating 3 Star Rating
UnitedHealthcare Community Plan 5 Star Rating 5 Star Rating 4 Star Rating 5 Star Rating
University Family Care (UFC) 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 Health Plan 1 Star Rating 3 Star Rating 4 Star Rating 4 Star Rating 1 Star Rating
Health Choice Arizona 1 Star Rating 1 Star Rating 2 Star Rating 2 Star Rating 1 Star Rating
Health Net Access (HNA) 2 Star Rating 2 Star Rating 4 Star Rating 3 Star Rating 1 Star Rating
Mercy Care Plan (MCP) 4 Star Rating 4 Star Rating 4 Star Rating 2 Star Rating 1 Star Rating
UnitedHealthcare Community Plan 4 Star Rating 2 Star Rating 4 Star Rating 3 Star Rating 1 Star Rating
University Family Care (UFC) 5 Star Rating 4 Star Rating 5 Star Rating 4 Star Rating 3 Star Rating
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
Health Plan Accredited Accredited Entity/Program Expiration
Arizona Complete Health - Complete Care Plan No N/A N/A
Banner-University Family Care No N/A N/A
Care 1st Health Plan No N/A N/A
Health Choice Arizona Yes NCQA - Provisional March 30, 2022
Mercy Care No N/A N/A
Molina Complete Care No N/A N/A
UnitedHealthcare Community Plan No N/A N/A
*Last Updated 8/20/2021

Mercy Care Department of Child Safety (DCS) Comprehensive Health Plan (CHP)*

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
April
May
June
 Abandonment Rate
April
May
June
Mercy Care Department of Child Safety
32
25
24
1.82%
1.71%
1.27%
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
April
May
June
 PA Timeliness - Expedited
April
May
June
Mercy Care Department of Child Safety
100%
62%
85%
100%
58%
58%
*Last Updated 8/20/2021
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
Comprehensive Medical and Dental Program (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
Comprehensive Medical and Dental Program (CMDP) 4 Star Rating 4 Star Rating 5 Star Rating 3 Star Rating 2 Star Rating
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
Health Plan Accredited Accredited Entity/Program Expiration
Mercy Care Department of Child Safety* No N/A N/A
* Formerly known as Comprehensive Medical and Dental Program (CMDP)

Division of Developmental Disabilities

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
April
May
June
 PA Timeliness - Expedited
April
May
June
Division of Developmental Disabilities
100%
98%
99%
99%
97%
94%
*Last Updated 8/20/2021
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
Health Plan Accredited Accredited Entity/Program Expiration
Division of Developmental Disabilities No N/A N/A

Arizona Long Term Care System Elderly and Physical Disabilities (ALTCS EPD)

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
April
May
June
 PA Timeliness - Expedited
April
May
June
Banner-University Family Care
98%
98%
97%
95%
96%
96%
Mercy Care
100%
98%
99%
96%
82%
94%
UnitedHealthcare Community Plan
98%
99%
99%
100%
90%
100%
*Last Updated 8/20/2021
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
Health Plan Accredited Accredited Entity/Program Expiration
Banner-University Family Care No N/A N/A
Mercy Care No N/A N/A
UnitedHealthcare Community Plan No N/A N/A

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
April
May
June
 Abandonment Rate
April
May
June
Arizona Complete Health - Complete Care Plan
22
23
25
3.00%
4.00%
3.00%
Health Choice Arizona
7.5
7.7
8
0.00%
0.00%
0.00%
Mercy Care
22
15
21
1.30%
0.60%
1.00%
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
April
May
June
 PA Timeliness - Expedited
April
May
June
Arizona Complete Health - Complete Care Plan
100%
100%
100%
95%
98%
97%
Health Choice Arizona
100%
100%
100%
98%
98%
98%
Mercy Care
98%
91%
76%
94%
69%
90%
*Last Updated 8/20/2021
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 (MMIC) 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 (MMIC) 2 Star Rating 1 Star Rating 1 Star Rating 1 Star Rating 1 Star Rating
The following AHCCCS Health Plan(s) have been accredited through an independent organization:
Health Plan Accredited Accredited Entity/Program Expiration
Arizona Complete Health - Complete Care Plan No N/A N/A
Health Choice Arizona Yes NCQA - Provisional March 30, 2022
Mercy Care No N/A N/A