KEY RESULT AREAS

KRA 1:

To deliver WOW Customer Experience thru fast and efficient handling of approvals at the corporate sites

KPI:

1. 3 minutes average handling time for approval of referrals.

2. 5 minutes average handling time for approval of laboratory

3. 99% accurate coverage of availment

KEY RESULT AREAS

KRA 2:

To exhibit efficient gate keeping controls

KPI:

1. 20% referral to specialist after consultation with CRP/CP

2. request for procedure is within 30% of total number of members seen by the CRP/CP

KRA 3:

To determine high Customer Satisfaction level

KPI:

85%