About TML IEBP

Member Service Goals

The Pool will develop and maintain highly motivated staff, which are knowledgeable, solution oriented and understand the operations and workforce of the political subdivisions who it serves.

The Pool will strive to anticipate and to respond to the unique needs of our Members and plan participants through personalized, courteous and friendly service.

Quality Assurance
TML IEBP systematically reviews the quality of data entry, claims administration, billing & eligibility, new Member set up, customer service, and plan design. Quality Management staff conducts audits of 5% of claims processed, and eligibility entry, 2% of customer service, and 100% of Plan design and new member set-up. TML IEBP's standard for claims is 95% procedural accuracy and 99% financial accuracy.

Phone Service Goals

• Call abandonment rate to meet or not exceed industry standard of 5%
• Incoming calls should be answered in 60 seconds or less

Claims Service Goals

• 90% of clean claims processed in 14 calendar days
• 95% of clean claims processed in 21 calendar days
• No claim over 30 calendar days old if all information to process is received or available within TML IEBP
• Minimize the amount of claims to be paid which exceed 60 days from receipt.