HomeMy WebLinkAboutHR18-008 - Original - Premera Blue Cross - Administrative Service Contract - 01/01/2018 gv s
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CONTRACT COVER SHEET
This is to be completed by the Contract Manager prior to submission
to the City Clerk's Office. All portions are to be completed.
If you have questions, please contact the City Clerk's Office at 253-856-5725.
Vendor Name: Premera
Vendor Number:
JD Edwards Number
Contract Number: HR 18-008
This is assigned by City Clerk's Office
Project Name: Administrative Services Contract
Description: ❑ Interlocal Agreement ❑ Change Order ❑ Amendment ® Contract
❑ Other:
Contract Effective Date: 111118 Termination Date: 12/31/20
Contract Renewal Notice (Days): 30
Number of days required notice for termination or renewal or amendment
Contract Manager: Laura Horea Department: HR
Contract Amount: tt'3a5-nnn nn
Approval Authority: ❑ Director ❑ Mayor ® City Council 11/21/17 Meeting Date
Detail: (i.e. address, location, parcel number, tax id, etc.):
3 Year contract
ADMINISTRATIVE SERVICE CONTRACT
BETWEEN
PREMERA BLUE CROSS
AND
CITY OF KENT
EFFECTIVE JANUARY 1, 2018 THROUGH DECEMBER 31, 2018
(The "Contract Period")
This Contract is effective by and between the group named above(hereinafter referred to as the "Plan Sponsor"),
and Premera Blue Cross (hereinafter referred to as the "Claims Administrator" or"we," "us," or"our").
WHEREAS, the Plan Sponsor has established an employee benefit plan (hereinafter referred to as the "Plan")
which provides for payment of certain welfare benefits to and for certain eligible individuals as defined in writing
by the Plan Sponsor, such individuals being hereinafter referred to as"Members", and,
WHEREAS, the Plan Sponsor has chosen to self-insure the benefit program(s) provided under the Plan, and
WHEREAS, the Plan Sponsor desires to engage the services of the Claims Administrator to provide
administrative services for the Plan,
NOW THEREFORE, in consideration of the mutual covenants and conditions as contained herein the parties
hereto agree to the provisions in this Contract, including any Attachments and endorsements thereto The parties
below have signed as duly authorized officers and have hereby executed this Contract. If this Contract is not
signed and returned to the Claims Administrator within sixty (60) days of its delivery to the Plan Sponsor or its
agent, the Claims Administrator will assume the Plan Sponsor's concurrence and the Plan Sponsor will be bound
by its terms.
IN WITNESS WHEREOF the parties hereto sign their names as duly authorized officers and have executed this
Contract.
City of Kent
BY: XV .� DATE G
Title
ADDRESS: «y
Premera Blue Cross
BY n DATE January 1, 2018
Jeffrey Roe
President and Chief Executive Officer
P.O. Box 327
Seattle, WA 98111-0327
TABLE OF CONTENTS
1. DEFINITIONS...........................................................................................................................................1
2. DUTIES AND RESPONSIBILITIES OF THE PLAN SPONSOR.............................................................3
2.1. Documentation..... ............. ...... .............. ... .._..._.__ . 3
2.2 Plan Sponsor's Fiduciary Authority ..... ................ ........... . ...._ .. .....,..,..,....,.....,..,...,..... .... .... .. 3
2.3. Defense of the Plan.. . .. ... ... .............. 3
2.4. Administrative Duties .................... .. .. ._. ... . __. ..........,,..,......,.,... ...._... 3
2.5. Taxes, Assessments, And Fees _... .... ...................... .. . . _ . _ .. .. . .............,........,...,.....,,.... .....A
2.6, Compliance With Law._. ... ...................._. ..... ......._ .... ... ...... .....,......._......._._... ...... ........ . .. .4
2.7. Appeals......... ...... ................ ... ..... ........................ ..... .... ..... .. ..... ..............,.....,.,., .5
2.8. Funding ......................... .. ........_ _... _...,........,.,... ...... . .. .... .. _5
3. DUTIES AND RESPONSIBILITIES OF THE CLAIMS ADMINISTRATOR.............................................5
3.1 Administrative Duties ... ...... _ _ _ .. ._..................... ... .._.. ....... . ........,.....,..,.......,...... .. .......5
3.2. Appeals.... .. . ... ... . .._. _._.. .. _... ..6
3.3. Claims Processing ....._...................... .._._ ... .... ... ...,,......,..,... ,.... ..... ._. _.,.._.... . .. ...........,..,.,6
3.4. Funding Support.... . .. ......... .. ... .... .. .......... ..6
15. Annual Accounting. ...._ ... ... ................................ . . .. 6
3.6. Participation In Class Action Suits...... ........ ...._.__......_. .. ..,...,........,..... .........._ - .................7
4. LIMITS OF THE CLAIMS ADMINISTRATOR'S RESPONSIBILITY.......................................................7
4.1. Recoveries._. .__......._...._... 7
4.2, Independent Contractor.......... ..... .. .. .. . ..... .. ..... . ... .......... .... .. ..... .. ..... ......_...... . ....,..8
4.3. Limits of Liability...... .............. .....,...8
5. FEES OF THE CLAIMS ADMINISTRATOR............................................................................................8
5.1. Payment Time Limits...._. ....... 8
5.2. Late Payments....., __ ... . ..... ...._ , , .......... .........,8
5.3. Customization Fees ... .. ......... 8
6. AUDIT........................................................................................................................................................9
7. SUBROGATION.......................................................................................................................................9
8. TERM OF CONTRACT.............................................................................................................................9
8.1. Contract Period .... ...... .... „ . . ......... . . 9
8.2. Changes to Fees.... 9
9. TERMINATION.............................—...........................................................,..,...,, .................. ....10
9,1. Termination With Notice,........ 10
9.2. Contract Period Expiration_ ........ . _.. 10
9.3. Termination Due to Insolvency . .., . .. .......,...... .........10
9.4. Termination Due to Inability to Perform, _........ ......................... 10
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1018212
9.5. Termination For Nonpayment. .. .. ...__.. _...._................................_....... . ..... .. .. __ ... _,.... .....
11
9.6 Plan Sponsor Liability Upon Termination. ................. ........ .. . . . ... .. .._....11
9.7. Final Accounting..... ... . ..... ..,.....11
9.8. Claims Runout...._. ...................................... .. .. .. ..... _.. ......,.......,...........,................_..._..._ _ 11
10. DISCLOSURE......................................................................................................................................11
11. OTHER PROVISIONS..........................................................................................................................12
11.1. Choice of Law... .._.., ._..... .. ........................
11.2. Proprietary Information............. ..... .. ... ..... ..._......... .............,........................._.... _... ............12
11.3. Parties To The Contract... ..._.. .... ... ......................... ...... ..... ._..._....,. _...... ...........,............12
11.4. Notice. ........ ..... .. ..... „ ..,...... .. 12
11.5. Integration............. ......_.. ...._ _. . ......... ........,..,..,...... ............ .__. _ ............................,.....,..,.12
11.6. Assignment .. . _ _...... ....,...,.., .... .. . .... .. .. .12
11.7 Survival .......... .. ..... .._.. .._. ...................,..,...,. ...... .. _,.12
11.8. Independent Contractors .. . . .. _. _..._... ............ ._.. .. .... ..13
12. ATTACHMENTS TO THE ADMINISTRATIVE SERVICE CONTRACT...... .......................................13
ATTACHMENT A—OUT-OF-AREA SERVICES .......................................................................................14
ATTACHMENT B—CENSUS INFORMATION ..........................................................................................17
ATTACHMENTC—REPORTING...............................................................................................................18
ATTACHMENT D— FEES OF THE CLAIMS ADMINISTRATOR..............................................................19
ATTACHMENT E—BUSINESS ASSOCIATE AGREEMENT.......................................................... .........21
ATTACHMENT F—CARECOMPASS360° ................................................................................................22
Appendix 1 Care Facilitation Services..............._. ..... ._. _ _.... ......,..,........,........,............... .. . . . .23
Appendix 2 Personal Health Support Services._.... .. .............................. . .._... ., _ ___ ...............24
Appendix 3 BestBeginnings Maternity Program........._... ,, _ ..._.. .................................... ... . .. ._.. ..25
Appendix 4 Neonatal Intensive Care Risk Assessment and Case Management......_. ...... .... . ..,.., 26
ATTACHMENT G —EXTENDED POST-PAYMENT RECOVERY SERVICES..........................................27
ATTACHMENT H —PERFORMANCE GUARANTEES .............................................................................29
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1. DEFINITIONS
Administration Fee Guarantee Period The multi-year period during which the Claims Administrator's base
administration fees will not exceed amounts agreed upon by the Claims Administrator and the Plan Sponsor. The
Administration Fee Guarantee Period is shown in "Attachment D—Fees Of The Claims Administrator."
Adverse Benefit Determination Any of the following: a denial, reduction, or termination of, or a failure to
provide or make payment (in whole or in part)for, a benefit, including payment that is based on a determination of
the eligibility of a Member to participate in the Plan This includes any denials, reductions, or failures to provide or
make payment resulting from the application of utilization review or limitations on experimental and investigational
services, medical or dental necessity, or appropriateness of care. It also includes a decision to rescind a
Member's coverage unless the rescission is due to nonpayment of subscription charges.
Affordable Care Act The Patient Protection and Affordable Care Act of 2010 (Public Law 111-148) as amended
by the Health Care and Education Reconciliation Act of 2010 (Public Law 111-152)
Allowed Amount The Plan provides benefits based on the Allowed Amount for covered services. The Plan
Sponsor's liability for covered services is calculated on the basis of the Allowed Amount.
The Claims Administrator reserves the right to determine the amount allowed for any given service or supply
unless specified otherwise in this Contract. The Allowed Amount is described below. There are different rules for
dialysis due to end-stage renal disease and for emergency services. These rules are shown below the general
rules.
a- General Rules
1. Providers In Washington and Alaska Who Have Agreements With the Claims Administrator
For any given service or supply, the amount these providers have agreed to accept as payment in
full pursuant to the applicable agreement between the Claims Administrator and the provider.
2. Providers Outside The Service Area Who Have Agreements With Other Blue Cross Blue
Shield Licensees
For covered services and supplies received outside the Service Area, Allowed Amounts are
determined as stated in "Attachment A—Out-of-Area Services."
3. Providers Who Don't Have Agreements With The Claims Administrator Or Another Blue
Cross Blue Shield Licensee
The Allowed Amount for providers in the Service Area that don't have a contract with the Claims
Administrator is the least of the three (3) amounts shown below. The Allowed Amount for
providers outside the Service Area that don't have a contract with the Claims Administrator or the
local Blue Cross and/or Blue Shield Licensee is also the least of the three (3) amounts shown
below.
• An amount that is no less than the lowest amount the Plan pays for the same or similar
service from a comparable provider that has a contracting agreement with the Claims
Administrator
125 percent of the fee schedule determined by the Centers for Medicare and Medicaid
Services (Medicare), if available
• The provider's billed charges. Note. Ambulances are always paid based on billed charges.
If applicable law requires a different Allowed Amount than the least of the three (3) amounts above, this
Plan will comply with that law.
b. Dialysis Due To End Stage Renal Disease
1. Providers Who Have Agreements With The Claims Administrator Or Other Blue Cross Blue
Shield Licensees
The Allowed Amount is the amount explained above in this definition.
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2. Providers Who Don't Have Agreements With The Claims Administrator Or Another Blue
Cross Blue Shield Licensee
The amount the Plan allows for dialysis will be no less than a comparable provider that has a
contracting agreement with us or another Blue Cross Blue Shield Licensee and no more than 90
percent of billed charges.
c. Emergency Care
Consistent with the requirements of the Affordable Care Act, the Allowed Amount will be the greatest of
the following amounts:
1. The median amount that Heritage Prime Network Providers have agreed to accept for the same
services
2. The amount Medicare would allow for the same services
3. The amount calculated by the same method the Claims Administrator uses to determine payment
to Non-Contracted Providers
Note. Non-Contracted Ambulances are always paid based on billed charges.
In addition to any deductible, copays and coinsurance, Members are responsible for charges received from
Non-Contracted Providers above the Allowed Amount.
Claims Administrator Premera Blue Cross.
Contract Period The period shown on the face page of this Contract. The Contract Period begins at 12 01 a.m.
on the starting date shown on the face page and ends at the end of the day on the ending date shown on the face
page.
Effective Date The date this Contract takes effect (the first day of the Contract Period) The Effective Date is
shown on the face page of this Contract.
Grandfathered Health Plan A Plan benefit package that meets the requirements to be a "grandfathered health
plan" set forth in the federal Affordable Care Act regulations. If the Plan consists of more than one (1) benefit
package, the federal regulations on grandfathered plan status apply separately to each benefit package.
Medically Necessary Those covered services and supplies that a physician, exercising prudent clinical
judgment, would provide to a patient for the purpose of preventing, evaluating, diagnosing or treating an illness,
injury, disease or its symptoms, and that are:
• In accordance with generally accepted standards of medical practice,
• Clinically appropriate, in terms of type, frequency, extent, site and duration, and considered effective for the
patient's illness, injury or disease, and
• Not primarily for the convenience of the patient, physician, or other health care provider, and not more
costly than an alternative service or sequence of services at least as likely to produce equivalent
therapeutic or diagnostic results as to the diagnosis or treatment of that patient's illness, injury or disease.
For these purposes, "generally accepted standards of medical practice' means standards that are based on
credible scientific evidence published in peer reviewed medical literature generally recognized by the relevant
medical community, physician specialty society recommendations and the views of physicians practicing in
relevant clinical areas and any other relevant factors.
Member A Subscriber or dependent who is eligible for coverage as stated in the Plan and who is enrolled as
required in the Plan.
Network Provider A provider that is in one of the provider networks chosen by the Plan Sponsor for the Plan,
Non-Contracted Provider A provider that does not have a network provider contract with the Claims
Administrator or, for out-of-area providers, with the local Blue Cross and/or Blue Shield Licensee.
Non-Network Provider A provider that is not in one of the provider networks chosen by the Plan Sponsor for the
Plan.
Non-Grandfathered Health Plan A Plan benefit package that does not meet the requirements to be a
grandfathered health plan set forth in the federal Affordable Care Act regulations. If the Plan consists of more
than one (1) benefit package, the federal regulations on non-grandfathered plan status apply separately to each
benefit package.
City of Kent 2
January 1,2018
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PEPM 'Per employee per month,"
Plan The employee benefit plan established and maintained by the Plan Sponsor that is being administered
under this Contract The Plan may consist of one (1) or more benefit packages.
Plan Sponsor City of Kent.
Service Area The area in which the Claims administrator directly operates a provider network This area is
made up of the states of Washington (except Clark County)and Alaska
Subscriber A person who is eligible for coverage under the Plan by virtue of an employee-employer relationship
or other relationship between the person and the Plan Sponsor, and who is enrolled as required in the Plan.
2. DUTIES AND RESPONSIBILITIES OF THE PLAN SPONSOR
2.1. Documentation
The Plan Sponsor shall provide the Claims Administrator with a copy of any documents describing the benefit
program(s)that the Claims Administrator needs to rely upon in performing its responsibilities under this Contract.
2.2. Plan Sponsor's Fiduciary Authority
The Plan Sponsor shall have final discretionary authority to determine the benefit provisions and to construe and
interpret the terms of the Plan.
The Plan Sponsor shall have final discretionary authority to determine eligibility for benefits and the amount to be
paid by the Plan.
2.3. Defense of the Plan
Except as stated in subsection 4.3, the Plan Sponsor shall be responsible for defending any legal action brought
against the Plan, including a claim for benefits by or on behalf of any individual or entity, including but not limited
to any Member or former Member, any fiduciary or other party. This responsibility includes the selection and
payment of counsel_ The Plan Sponsor shall not settle any legal action or claim without the prior consent of the
Claims Administrator if the action or claim could result in the Claims Administrator being liable, including for
example, any liability for contribution to or indemnification of the Plan Sponsor or other third party either directly or
indirectly.
2.4. Administrative Duties
Unless specifically delegated to the Claims Administrator by this Contract, the Plan Sponsor shall be responsible
for the proper administration of the Plan including the following:
a. The Plan Sponsor shall provide the Claims Administrator a complete and accurate list of all individuals
eligible for benefits under the benefit program(s) and to update those lists monthly. The Claims
Administrator shall be entitled to rely on the most recent list until it receives documentation of any change
thereto.
Retroactive enrollments shall be effective on the most recent of two (2) dates:
• The date the Member's coverage would have been validly in force
• The first day of the fifth full calendar month preceding the month in which the Claims Administrator
receives the request for retroactive enrollment.
Retroactive terminations of coverage shall be effective on the most recent of two (2) dates:
• The date the Member's coverage would have been terminated, had notification been timely
• The first day of the fifth full calendar month preceding the month in which the Claims Administrator
receives the request for retroactive termination.
b. The Plan Sponsor shall distribute to all Members all appropriate and necessary materials and documents,
including but not limited to benefit program booklets, summary plan descriptions, material modifications,
enrollment applications and notices required by law or that are necessary for the operation of the Plan
City of Kent 3 January 1,2018
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c. The Plan Sponsor shall provide the Claims Ad min istrator with any additional information necessary to
perform its functions under this Contract as may be requested by the Claims Administrator from time to
time.
d. If the Plan Sponsor writes or revises its benefit booklet, the Claims Administrator must review and
approve in advance the draft of the benefit booklet that is printed and distributed to Members.
The Plan Sponsor must also include BlueCard disclosure language approved by the Blue Cross Blue
Shield Association in its booklet.
2.5. Taxes, Assessments, And Fees
The Plan Sponsor shall be responsible for all taxes, assessments and fees levied by any local, state or federal
authority in connection with the Claims Administrator's duties pursuant to this Contract.
2.6. Compliance With Law
• The Plan Sponsor shall be responsible for the Plan's continuing compliance with all applicable federal,
state and local laws and regulations, as currently amended. These include but are not limited to',
The Internal Revenue Code of 1986, as amended
• The Affordable Care Act.
• The Paul Wellstone and Pete Domenici Mental Health Parity and Addiction Equity Act of 2008
(MHPAEA)
• The Health Insurance Portability and Accountability Act of 1996 (HIPAA)
• The Consolidated Omnibus Budget Reconciliation Act of 1985 (COBRA)
Law and regulations governing the treatment and benefits of Members covered by Medicare, These
include, but are not limited to, the Medicare Secondary Payer law and regulations, the Medicare
Prescription Improvement and Modernization Act of 2004 (MMA), and the Medicare, Medicaid, and
SCHIP Extension Act of 2007 (MMSEA),
As required by MMSEA, the Plan Sponsor agrees to provide us the following information:
Employer Tax Identification Number(TIN/EIN),
• Social Security Numbers (SSNs) of all Members (employees and dependents); and
• Medicare Health Insurance Claim Numbers (HICNs) for all Medicare-entitled Members.
To comply with the Medicare Secondary Payer law and regulations, the Plan Sponsor also agrees to
notify us promptly if the Plan Sponsor experiences a change in total employee count that would
change the order of liability according to federal guidelines.
MMA requires groups that provide prescription drug coverage to Medicare eligible individuals to
provide Medicare Part D Creditable Coverage Notices, and report creditable coverage status to the
Center for Medicare and Medicaid Services (CMS).
The Plan Sponsor, and not the Claims Administrator, is the "plan administrator" and the "plan sponsor"for
purposes of all federal laws that apply to the Plan Sponsor and impose duties or obligations on such
entities. The Plan Sponsor shall be responsible for determining whether it is subject to COBRA and, if so,
for notifying Members of their COBRA rights both initially and upon the occurrence of a qualifying event,
for calculating and collecting premiums for COBRA continuation of coverage and for promptly notifying
the Claims Administrator when an individual is no longer eligible for COBRA continuation of coverage. If
the Plan Sponsor is subject to ERISA, the Plan Sponsor is responsible to prepare and maintain its ERISA
plan document.
• If the Plan Sponsor is a governmental entity that elects to opt out of compliance with certain federal
mandates as allowed by federal law, the Plan Sponsor is responsible to file its opt-out with federal
regulators for each contract period and to notify Members of the opt-out in accordance with federal law
and regulations then in effect. The Plan Sponsor agrees to hold the Claims Administrator and the
Network harmless for any and all consequences arising from the Plan Sponsor's failure to file an opt-out
as required by law for a given contract period, errors in the opt-out filing, or failure to notify a Member as
required by federal law.
City of Kent 4 January 1,2018
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2.7. Appeals
If an adverse decision on a Member appeal results from the Plan's internal appeal process, the Plan shall offer
the Member a review by an Independent Review Organization (IRO) as described in subsection 3.2,
2.8. Funding
The Plan Sponsor shall be solely liable for all benefits payable to Members under the Plan that are subject to this
Contract. The Plan Sponsor agrees to the following:
a. Provision Of Funds The Plan Sponsor shall maintain adequate funds from which the total cast of all
claims for each preceding week will be paid to the Claims Administrator by electronic funds transfer
(EFT) Funds must be provided within two (2) business days of notification by the Claims Administrator to
a person designated by the Plan Sponsor.
b. Late Payments If timely payment for the claims is not received by the Claims Administrator, the Plan
Sponsor shall pay the Claims Administrator a daily late charge. This late charge is calculated from the
first day following the period of two (2) business days stated above. This late charge is based on the
average monthly prime rate posted by Claims Administrator's designated bank during the Contract
Period, plus two (2) percent on the amount of the late payments for the number of days late. Late
charges are due at the end of the Contract Period as part of the annual accounting or, if earlier, upon
termination of the Contract,
c. Notices Notices required by this subsection and subsection 3.4 shall be by secure e-mail unless
another method is agreed upon in writing by the Plan Sponsor and the Claims Administrator.
3. DUTIES AND RESPONSIBILITIES OF THE CLAIMS ADMINISTRATOR
3.1. Administrative Duties
The Claims Administrator agrees to perform the following administrative services for the Plan Sponsor. The
Claims Administrator shall:
a. assist in the preparation and printing of the benefit program booklets, identification cards, and other
materials necessary for the operation of the Plan, and distribute identification cards to Members.
The Claims Administrator shall be responsible to include approved BlueCard program disclosure
language in the booklets it prepares. If the Plan Sponsor prepares its own booklets, the Claims
Administrator shall provide approved language to the Plan Sponsor for inclusion in the booklets;
b. perform reasonable internal audits as stated in section 6 of this Contract;
c. answer inquiries from the Plan Sponsor, Members, and service providers regarding the terms of the Plan,
although final authority for construing the terms of the Plan's eligibility and benefit provisions is the Plan
Sponsor's;
d. prepare and provide the Plan Sponsor with reports of the operations of the Plan in accordance with
"Attachment C—Reporting",
e coordinate with any stop-loss insurance carrier,
f, when the plan makes use of one (1) or more of the Claims Administrator's provider networks, maintain a
network of healthcare facilities and professionals as applicable to the plan design. Paid claims to such
providers will reflect any applicable provider discounts;
g, perform care facilitation services as identified in "Attachment F—Carecompass360°."
h. Pharmacy Benefit Program For pharmacy benefit claims, Claims Administrator will pay Plan Sponsor a
prescription drug rebate payment equal to a specific amount per paid brand-name prescription drug claim.
Prescription drug rebates Claims Administrator receives from its pharmacy benefit administrator in
connection with Claims Administrator's overall pharmacy benefit utilization may be more or less than the
Plan Sponsor's rebate payment. The Plan Sponsor's rebate payment shall be made to the Plan Sponsor
on a calendar quarterly basis unless agreed upon otherwise.
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The allowable charge for prescription drugs is higher than the price paid to the pharmacy benefit manager
for those prescription drugs.
The parties hereby agree that the difference between the allowable charge for prescription drugs and the
price paid to the pharmacy benefit manager, and the prescription drug payments received by Claims
Administrator from its pharmacy benefit manager, constitutes our property, and not part of the
compensation payable to Plan Sponsor under this Contract, and that Claims Administrator is entitled to
retain and shall retain such amounts and may apply them to the cost of its operations and the pharmacy
benefit,
Medical Benefit Drug Program The medical benefit drug program is separate from the Pharmacy
Benefit Program. It includes claims for drugs delivered as part of medical services. For medical benefit
drug claims, the Claims Administrator may contract with subcontractors that have rebate contracts with
various manufacturers. Rebate subcontractors retain a portion of rebates collected as a rebate
administration fee. These rebates are provided as a credit toward the Plan Sponsor's administration fees.
The Plan Sponsor's rebate payment is made to Plan Sponsor as a credit toward the administration fees
paid to the Claims Administrator.
3.2. Appeals
a. The Claims Administrator shall review and respond to the initial appeals made by Members of Adverse
Benefit Determinations (see section 1) as described in the benefit booklet provided by the Claims
Administrator for this Plan.
The Claims Administrator shall also provide a second review of adverse Member appeal decisions made
after its initial review. This review will be conducted as described in the benefit booklet provided by the
Claims Administrator for this Plan.
b. If an adverse decision on a Member's appeal results from the Plan's internal appeal process, the Claims
Administrator agrees to facilitate a review of the appeal by an Independent Review Organization (IRO) on
behalf of the Plan Sponsor. The Claims Administrator will submit all required documentation regarding
the appeal to the IRO and work with the IRO as needed to complete its review.
The external appeal process for Non-Grandfathered Plans will be offered and administered in accordance
with the requirements of the Affordable Care Act„
The Plan Sponsor is responsible for all costs charged by the IRO to perform its review„ If the Plan
Sponsor chooses to share that cost with Members to the extent allowed under the Affordable Care Act,
the Plan Sponsor is responsible to charge and collect any such fee from a Member.
3.3. Claims Processing
The Claims Administrator shall process all eligible claims incurred after the Effective Date of this Contract which
are properly submitted in accordance with the procedures set forth in the Plan Sponsor's benefit booklet.
The Claims Administrator shall make reasonable efforts to determine that a claim is covered under the terms of
the Plan as described in the benefit booklet, to apply the coordination of benefits provisions, and prepare and
distribute benefit payments to Members and/or service providers. The Claims Administrator shall make
reasonable efforts to identify and recover overpayments due to claim processing errors that were within its
control, retroactive cancellations, or fraudulent billing practices. "Reasonable"for the purposes of this section
shall be determined by the Claims Administrator.
3.4. Funding Support
The Claims Administrator shall follow the steps below to facilitate the Plan Sponsor's funding of its Plan.
a. Claim payment checks will be issued on the Claims Administrator's check stock. However, as stated in
subsection 2.6 above, the responsibility for funding benefits is the Plan Sponsor's and the Claims
Administrator is not acting as an insurer.
b. Each week, the Claims Administrator shall notify the Plan Sponsor of the amount due for the prior week's
claims. Notice will be by secure e-mail unless another method is agreed upon in writing by the Claims
Administrator and the Plan Sponsor.
3.5. Annual Accounting
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Within 120 days of the end of the Contract Period, we shall perform an annual accounting of claims activity and
report to the Plan Sponsor.
3.6. Participation In Class Action Suits
The Plan Sponsor hereby delegates to the Claims Administrator the authority to participate on behalf of the Plan
Sponsor, and at the Claims Administrator's sole discretion, in class action lawsuits or settlements regarding any
services or supplies covered under the terms of the Plan Examples of such services or supplies include
prescription or specialty drugs or medical devices. Such participation shall be limited to those instances in which
the Claims Administrator determines that it will submit a claim in the subject suit on behalf of its insured book of
business. The Claims Administrator shall have no obligation to participate on behalf of the Plan Sponsor in any
other lawsuit or settlement, The Claims Administrator will have no obligation to file claims on behalf of a Plan
Sponsor with which the Claims Administrator does not have a contract at the time the claims for recovery are
submitted.
The Plan Sponsor will recover the amount it is due under the terms of the settlement in question based upon the
data submitted by the Claims Administrator. Any amounts recovered by the Claims Administrator hereunder shall
be net of the Claims Administrator's fee as set forth below as well as fees paid to outside counsel in connection
with the lawsuit and/or settlement.
For each class action lawsuit or settlement in which the Claims Administrator participates hereunder on the Plan
Sponsor's behalf, the Plan Sponsor shall pay the Claims Administrator a fee representing a proportionate share of
a fixed amount intending to compensate the Claims Administrator for its work in connection with pursuing
recovery in these cases. The fixed amount is shown in "Attachment D— Fees Of The Claims Administrator." This
fixed amount is subject to change on an annual basis with at least 60 days' advance notice to the Plan Sponsor.
The amount of the Claims Administrator's fee payable by each Plan Sponsor shall be based on the proportion of
the total amount recovered by the Claims Administrator on behalf of the Plan Sponsor compared to the amount
recovered by Claims Administrator for all lines of business, The fee will be deducted from the amount of any
recovery received on behalf of the Plan Sponsor and will in no event exceed the amount of such recovery.
Payment hereunder shall be made within 60 days of the Claims Administrator's receipt of the settlement funds.
The Claims Administrator shall have no obligation to forward settlement funds to any group hereunder if the
amount due to the group is less than $5,
The Plan Sponsor may elect to decline to participate in the Claims Administrator's recovery process related to
class action lawsuits or settlements regarding any services or supplies covered under the Plan by providing the
Claims Administrator written notice. Except as set forth below, in the event the Plan Sponsor opts out, the Claims
Administrator shall have no further obligation whatsoever to the Plan Sponsor in connection with the recovery
process. The Plan Sponsor may request that the Claims Administrator gather data necessary for the Plan
Sponsor to submit its own claim. In any such case, the Plan Sponsor shall pay the amount shown in "Attachment
D— Fees Of The Claims Administrator"for the data-gathering services. Additionally, the Plan Sponsor shall make
any such request in writing a minimum of 30 days in advance of the claim filing deadline.
4. LIMITS OF THE CLAIMS ADMINISTRATOR'S RESPONSIBILITY
It is recognized and understood by the Plan Sponsor that the Claims Administrator is not an insurer and that the
Claims Administrator's sole function is to provide claims administration services and the Claims Administrator
shall have no liability for the funding of benefits.
The Claims Administrator is empowered to act on behalf of the Plan Sponsor in connection with the Plan only as
expressly stated in this Contract or as mutually agreed to in writing by the Claims Administrator and the Plan
Sponsor.
This Contract is between the Claims Administrator and the Plan Sponsor and does not create any legal
relationship between the Claims Administrator and any Member or any other individual.
4.1. Recoveries
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If, during the course of an audit performed internally by the Claims Administrator as described in subsection 3„1,b.
above or by the Plan Sponsor pursuant to section 6 below, any error is discovered, the Claims Administrator shall
use reasonable efforts to recover any loss resulting from such error.
4.2. Independent Contractor
The Claims Administrator is an independent contractor with respect to the services being performed pursuant to
this Contract and shall not for any purpose be deemed an employee of the Plan Sponsor.
4.3. Limits of Liability
It is recognized by the parties that errors may occur and it is agreed that the Claims Administrator will not be held
liable for such errors unless they resulted from its gross negligence or willful misconduct. The Plan Sponsor
agrees to defend, indemnify and hold harmless the Claims Administrator from all claims, damages, liabilities,
losses and expenses arising out of the Claims Administrator's performance of administration services under the
terms of this Contract, so long as they did not arise out of the Claims Administrator's gross negligence or willful
misconduct.
5. FEES OF THE CLAIMS ADMINISTRATOR
5.1. Payment Time Limits
By the first of each month, The Plan Sponsor shall pay the Claims Administrator in accordance with the fee
schedule set forth in "Attachment D— Fees Of The Claims Administrator"that is incorporated herein by reference.
5.2. Late Payments
a. If, for any reason whatsoever, the Plan Sponsor fails to make a timely payment required under this
Contract by the tenth day of the month in which payment is due, the Claims Administrator may suspend
performance of services to the Plan Sponsor, including processing and payment of claims, until such time
as the Plan Sponsor makes the required payment, including interest as set forth in c below
b. In the event of late payment, the Claims Administrator may terminate this Contract pursuant to subsection
9.5 below. Acceptance of late payments by the Claims Administrator shall not constitute a waiver of its
right to cancel this Contract due to subsequent delinquent or nonpayment of fees.
c. The Claims Administrator will charge interest to the Plan Sponsor on all payments received after the tenth
day of the month in which they are due, including amounts paid to reinstate this Contract after termination
pursuant to subsection 9.5 below, at the average prime rate posted by Claims Administrator's designated
bank during the Contract Period plus two (2) percent on the amount of the late payments for the number
of days late. Interest will be in addition to any other amounts payable under this Contract.
5.3. Customization Fees
The Plan Sponsor shall pay the Claims Administrator a "customization fee"when the Plan Sponsor requests
either of the following:
a. A plan benefit configuration that the Claims Administrator has not determined to be standard for the plan
type. Customization fees for nonstandard plan benefits assessed at this Contract's Effective Date are
listed in "Attachment D—Fees Of The Claims Administrator."
b. An off-anniversary benefit change, regardless of whether the desired benefit is standard for the plan type.
The customization fee for each off-anniversary change shall be $2,000. Customization fees for off-
anniversary changes shall be invoiced separately to the Plan Sponsor.
For purposes of customization fees, "benefits" include eligibility, termination, continuation, and benefit
payment provisions, benefit terms, limitations, and exclusions, funding arrangement changes, and any
other standard provisions of the Plan. Fees are computed based on current administrative costs to
implement and administer the benefit.
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Customization fees for custom benefits that take effect on the Effective Date shown on the face page of
this Contract are due and payable prior to that Effective Date Customization fees for off-anniversary
benefit changes are due and payable prior to the effective date of the change.
6. AUDIT
Within thirty (30) days of written notice from the Plan Sponsor, the Claims Administrator shall allow an authorized
agent of the Plan Sponsor to inspect or audit all records and files maintained by the Claims Administrator which
are directly pertinent to the administration of the Plan and which relate to a random, statistically valid number of
claims for the current or most recently ended contract period, Such documents shall be made available at the
administrative office of the Claims Administrator during normal business hours. The Plan Sponsor shall be liable
for any and all fees charged by the auditor. All audits shall be subject to the Claims Administrator's audit policies
and procedures then in effect. Audits will be requested no more than once in every 12 consecutive months,
unless the parties agree that the additional audit is needed to address a specific issue or is required by law. To
the extent that the Plan Sponsor requests data and reports that are beyond the scope of the Claim Administrator's
audit policies and procedures, the Plan Sponsor shall reimburse the Claims Administrator for the additional
administrative costs incurred in producing such data and reports.
Any agent or auditor who has access to the records and files maintained by the Claims Administrator shall agree
not to disclose any proprietary or confidential information used in the business of the Claims Administrator.
7. SUBROGATION
The Claims Administrator shall have no affirmative duty to pursue subrogation claims. However, the Claims
Administrator may pursue subrogation claims when the Plan Sponsor purchases subrogation services as
described in "Attachment G—Extended Post-Payment Recovery Services" and in accordance with the associated
fee attachment, either directly or through a vendor Claims Administrator will not initiate legal action to enforce
the plan's subrogation provision without prior approval from the Plan Sponsor. If Plan Sponsor brings any legal
action on its own, Plan Sponsor will be solely responsible for the case, and (1) The Claims Administrator will
cooperate with the Plan Sponsor, (2)Any court costs and attorneys'fees incurred in pursuing such subrogation
claims shall be the responsibility of the Plan Sponsor, and (3) If Claims Administrator had already opened a
subrogation case, Plan Sponsor shall pay Claims Administrator its subrogation fee set forth in "Attachment D —
Fees Of The Claims Administrator" (If Claims Administrator had not already opened a subrogation case, no fees
shall be due the Claims Administrator.)
8. TERM OF CONTRACT
8.1. Contract Period
The term of this Contract shall be the Contract Period shown on the face page of this Contract. If the Plan
Sponsor and the Claim Administrator agree to extend the Contract for another contract period by means of an
amendment, the term of this Contract shall be the Contract Period shown on the amendment.
Except as stated otherwise in this section and in subsection 8.2 below, the terms and conditions of this Contract
and the fee schedule set forth in "Attachment D —Fees Of The Claims Administrator"are established for the
Contract Period.
The Claims Administrator reserves the right to amend this Contract at any time if needed to comply with
applicable law or regulation.
8.2. Changes to Fees
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The Plan Sponsor acknowledges that the fee schedule set forth in "Attachment D— Fees Of The Claims
Administrator"and the services provided for in this Contract are based upon the terms of the Plan and the
enrollment as they exist on the Effective Date of this Contract.
a. Any substantial changes, whether required by law or otherwise, in the terms and provisions of the Plan or
in enrollment may require that the Claims Administrator incur additional expenses. The parties agree that
any substantial change, as determined by the Claims Administrator after consultation with the Plan
Sponsor, shall result in the alteration of the fee schedule, even if the alteration is during the Contract
Period. The phrase "any substantial change" shall include, but not be limited to'.
1 a fluctuation of ten (10) percent or more in the number of Members as set forth on the census
information included in "Attachment B—Census Information"which is herein incorporated by
reference and made a part of this Contract.
2. the addition of benefit programs) or any change in the terms of the Plan's eligibility rules, benefit
provisions or record keeping rules that would increase administration costs by more than $2,000.
3. any change in claims administrative services, benefits or eligibility required by law,
4. any change in administrative procedures from those in force at the inception of this Contract that is
agreed upon by the parties,
5, any additional services which the Claims Administrator undertakes to perform at the request of the
Plan Sponsor which are not specified in this Contract such as the handling of mailings or preparation
of statistical reports and surveys not specified in the Claims Administrator's standard Employer Group
Reporting set.
6. A change in the third-party administrator, if any, used by the Plan Sponsor with respect to the benefits
provided under this Contract. The Plan Sponsor will provide the Claims Administrator no less than
120 days' advance written notice of any such change,
b- The Claims Administrator may also adjust the fees during the Contract Period by giving thirty (30) days
advance written notice to the Plan Sponsor or its agent, if the Plan Sponsor agrees with the Claims
Administrator that the fees are based in whole or in part upon a mistake that materially impacts such fees.
9. TERMINATION
9.1. Termination With Notice
The Plan Sponsor may terminate this Contract at any time by giving the Claims Administrator thirty (30) days
written notice.
9.2. Contract Period Expiration
This Contract will terminate on the last day of the Contract Period or the last day of any extension of the Contract
Period granted by the Plan Sponsor.
9.3. Termination Due to Insolvency
Either party may terminate this Contract effective immediately by giving written notice to the other if a party
becomes insolvent, makes a general assignment for the benefit of creditors, files a voluntary petition of
bankruptcy, suffers or permits the appointment of a receiver for its business or assets, or becomes subject to any
proceeding under any bankruptcy or insolvency law, whether foreign or domestic. A party is insolvent if it has
ceased to pay its debts in the ordinary course of business, cannot pay its debts as they become due, or the sum
of its debts is greater than the value of its property at a fair valuation.
9.4. Termination Due to Inability to Perform
If loss of services is caused by, or either party is unable to perform any of its obligations under this Contract, or to
enjoy any of its benefits because of natural disaster, action or decrees of governmental bodies or communication
failure not the fault of the affected party, such loss or inability to perform shall not be deemed a breach. The party
who has been so affected shall immediately give notice to the other party and shall do everything possible to
resume performance. Upon receipt of such notice, all obligations under this Contract shall be immediately
suspended. If the period of nonperformance exceeds thirty (30) days from the receipt of such notice, the party
whose performance has not been so affected may, as its sole remedy, terminate this Contract by written notice to
City of Kent 10 January 1,2018
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the other party effective immediately. In the event of such termination, the Plan Sponsor shall remain liable to the
Claims Administrator for all payments due, together with interest thereon as provided for in subsection 5,2.c.
above,.
9.5. Termination For Nonpayment
The Claims Administrator may, at its sole discretion, terminate this Contract effective as of a missed payment due
date in the event that the Plan Sponsor fails to make a timely payment required under this Contract.
9.6. Plan Sponsor Liability Upon Termination
In the event this Contract is terminated prior to the end of the administration fee guarantee period shown in
"Attachment D— Fees Of The Claims Administrator," the Plan Sponsor shall remain liable to the Claims
Administrator for all delinquent sums together with interest thereon as provided for in subsection 5.2.c above.
Furthermore, the Claims Administrator will have incurred fixed costs which, but for the termination, would have
been recouped over the course of the administration fee guarantee period. Therefore, in the event that the
Contract terminates pursuant to subsections 9,1 or 9.5 above, the Plan Sponsor shall also pay the Claims
Administrator as liquidated damages, and not as a penalty, an amount equal to two(2) months administration
fees. This monthly fee shall be determined by multiplying the rate set forth in "Attachment D — Fees Of The
Claims Administrator' by the average number of Subscribers covered by the Plan for the immediately preceding
six (6) month period or such shorter period if this Contract has not been in effect for a period of six(6) months
The liquidated damages amount shall then be reduced on a pro rate basis for the number of months of the
administration fee guarantee period that the Contract was in force The Plan Sponsor shall remain liable for
claims incurred during the Contract Period but not paid during the Contract Period and for the claims runout
processing fee set forth in the"Fees Of The Claims Administrator"attachment. Liquidated damages will not apply
in the event Plan Sponsor provides a minimum 12 month notice of its intent to terminate this agreement.
9.7. Final Accounting
Within one hundred twenty (120) days of termination by either party, the Claims Administrator shall deliver to the
Plan Sponsor an interim accounting. In the sixteenth month after termination the Claims Administrator shall
deliver to the Plan Sponsor a complete and final accounting of the status of the Plan.
At the expense of the Plan Sponsor, the Claims Administrator shall make available a record of deductibles and
coinsurance levels for each Member and deliver this information to the Plan Sponsor or its authorized agent.
9.8. Claims Runout
The Plan Sponsor continues to be solely liable for claims received by the Claims Administrator after the Contract
terminates. For the fifteen It5)-month period following termination of this Contract, the Claims Administrator shall
continue to process eligible claims incurred prior to termination, or adjustments to claims incurred prior to
termination, that the Claims Administrator receives no more than twelve(12) months after the date of termination
at the claims runout processing fee rate set forth in "Attachment D—Fees Of The Claims Administrator."
The runout processing charge will be due in full with the first request for claims reimbursement made during the
runout period.
If the Claims Administrator receives claims for Plan benefits more than twelve (12) months after the date this
Contract terminates, Claims Administrator shall deny those claims. If the Plan Sponsor wants to negotiate a
different arrangement, the Plan Sponsor must contact the Claims Administrator no later than the start of the
fourteenth month after the date this Contract terminates.
This"Claims Runout" provision shall survive termination of this Contract.
10. DISCLOSURE
It is recognized and understood by the Plan Sponsor that the Claims Administrator is subject to all laws and
regulations applicable to Claims Administrators and health care service contractors.
It is also recognized and understood by the Plan Sponsor that the Claims Administrator is not acting as an insurer
and also is not providing stop-loss insurance,
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11. OTHER PROVISIONS
11.1. Choice of Law
The validity, interpretation, and performance of this Contract shall be controlled by and construed under the laws
of the state of Washington, unless federal law applies. Any and all disputes concerning this Contract shall be
resolved in King County Superior Court or federal court as appropriate.
11.2. Proprietary Information
The Claims Administrator reserves the right to, the control of, and the use of the words "Premera Blue Cross" and
all symbols, trademarks and service marks existing or hereafter established. The Plan Sponsor shall not use
such words, symbols, trademarks or service marks in advertising, promotional materials, materials supplied to
Members or otherwise without the Claims Administrator's prior written consent which shall not be unreasonably
withheld
The Claims Administrator's provider reimbursement information is proprietary and confidential to the Claims
Administrator and will not be disclosed to the Plan Sponsor unless and until a separate Confidentiality Agreement
is executed by the parties. For the purposes of this section, "provider reimbursement information" means data
containing, directly or indirectly (a) diagnostic, procedures or other code sets, and (b) billed amount, allowed
amount, paid amount or any other financial information for network and non-network hospitals, clinics, physicians,
other health care professionals, pharmacies and any other type of facility. Such data may or may not specifically
identify providers. No other provision of this Contract or any other agreement or understanding between the
parties shall supersede this provision.
11.3. Parties To The Contract
The Plan Sponsor hereby expressly acknowledges, on behalf of itself and all of its Members, its understanding
that this Administrative Service Contract constitutes a Contract solely between the Plan Sponsor and the Claims
Administrator, that the Claims Administrator is an independent corporation operating under a license with the Blue
Cross and Blue Shield Association, an association of independent Blue Cross and Blue Shield Plans (the
"Association") permitting the Claims Administrator to use the Blue Cross Service Mark in the States of
Washington and Alaska, and that the Claims Administrator is not contracting as the agent of the Association
The Plan Sponsor further acknowledges and agrees that it has not entered into this Administrative Service
Contract based upon representations by any person other than the Claims Administrator, and that no person,
entity or organization other than the Claims Administrator shall be held accountable or liable to the Plan Sponsor
for any of the Claims Administrator's obligations to the Plan Sponsor created under this Administrative Service
Contract. This provision shall not create any additional obligations whatsoever on the Claims Administrator's part
other than those obligations created under other provisions of this Administrative Service Contract.
11.4. Notice
Except for the notice given pursuant to the"Funding" subsection of section 2, any notice required or permitted to
be given by this Contract shall be in writing and shall be deemed delivered three (3) days after deposit in the
United States mail, postage fully prepaid, return receipt requested, and addressed to the other party at the
address as shown on the face page of this Contract or such other address provided in writing by the parties.
11.5. Integration
This Contract, including any appendices, amendments or attachments incorporated herein by reference,
embodies the entire Contract and understanding of the parties and supersedes all prior oral and written
communications between them. Only a writing signed by both parties hereto hereof may modify the terms.
11.6. Assignment
Neither party shall assign this Contract or any of its duties or responsibilities hereunder without the prior written
approval of the other.
11.7. Survival
The following provisions shall survive the termination of this Contract:
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a. The funding of claims incurred prior to termination and processed during the runout period described in
9 8 Claims Runout. The funding provisions are described in subsections 2.8 and 3.4, and the payment of
runout processing fees is described in 9.8.
b. The liability, hold harmless and indemnification provisions of subsection 4.3
c. The Effect on Termination section in the Business Associate Agreement
d. The provisions of subsection 9.6
e. The final accounting provisions in subsection 9.7
11.8. Independent Contractors
All health care providers who provide services and supplies to a Member do so as independent contractors,
None of the provisions of the plan or this Contract are intended to create, nor shall they be deemed or construed
to create, any employment or agency relationship between the Claims Administrator and the provider of service
other than that of independent contractors.
12. ATTACHMENTS TO THE ADMINISTRATIVE SERVICE CONTRACT
The following attach to and become part of the body of this Contract and they are herein incorporated by
reference.
ATTACHMENT A—OUT-OF-AREA SERVICES
ATTACHMENT B—CENSUS INFORMATION
ATTACHMENT C—REPORTING
ATTACHMENT D— FEES OF THE CLAIMS ADMINISTRATOR
ATTACHMENT E— BUSINESS ASSOCIATE AGREEMENT
ATTACHMENT F—CARECOMPASS360°
ATTACHMENT G — EXTENDED POST-PAYMENT RECOVERY SERVICES
ATTACHMENT H —PERFORMANCE GUARANTEE AGREEMENT
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ATTACHMENT A - OUT-OF-AREA SERVICES
As a Licensee of the Blue Cross and Blue Shield Association (BCBSA), the Claims Administrator has
arrangements with other Blue Cross and/or Blue Shield Licensees ("Host Blues")for Members care outside the
Service Area. These arrangements are called "Inter-Plan Arrangements." The Claims Administrator is required
by BCBSA to disclose the information below about these Inter-Plan Arrangements to groups with which the
Claims Administrator does business. The Plan Sponsor has consented to this disclosure to permit the Claims
Administrator to satisfy its contractual obligations to BCBSA This provision defines or modifies the rights and
obligations of the parties under this Contract only for the processing of claims for care outside the Service Area.
The Inter-Plan Arrangements follow rules and procedures set by BCBSA. The Claims Administrator remains
responsible to the Plan Sponsor for fulfilling its obligations under this Contract
A Member's receiving services through these Inter-Plan Arrangements does not change covered benefits, benefit
levels, or any eligibility requirements of the Plan.
The BlueCard® Program is the Inter-Plan Arrangement that applies to most claims from Host Blues' Network
Providers. The Host Blue is responsible for contracting and handling all interactions with its Network Providers.
Other Inter-Plan Arrangements apply to providers that are not in the Host Blues' networks (Non-Contracted
Providers). This Attachment explains how the Plan pays both types of providers.
Note: The Claims Administrator processes claims for the Prescription Drugs benefit directly, not through an Inter-
Plan Arrangement.
BlueCard Program
Except for copays, the Claims Administrator will base the amount Members must pay for claims from Host Blues'
Network Providers on the lower of the provider's billed charge for the covered services or the Allowed Amount that
the Host Blue made available to the Claims Administrator.
Most often, the Plan Sponsor's liability for those claims is calculated based on the same amount on which the
Member's liability is calculated. However, sometimes the Host Blue's Allowed Amount may be greater than the
billed charges if the Host Blue has negotiated with a Network Provider an exclusive allowance (such as a per-
case or per-day amount)for specific services. This excess amount may be needed to secure (a) the provider's
participation in the Host Blue's network and/or(b) the overall discount negotiated by the Host Blue. Because the
Member never has to pay more than the billed charge, the Plan Sponsor may be liable for the amount above the
provider's billed charge even when the Member's deductible, if any, has not been satisfied.
Host Blues determine Allowed Amounts for covered services, which are reflected in the terms of their Network
Provider contracts. The Allowed Amount can be one of the following_
• An actual price. An actual price is a negotiated amount passed to the Claims Administrator without any
other increases or decreases,
An estimated price, An estimated price is a negotiated price that is reduced or increased to take into
account certain payments negotiated with the provider and other claim-and non-claim-related
transactions. Such transactions may include, but are not limited to, anti-fraud and abuse recoveries,
provider refunds not applied on a claim-specific basis, retrospective settlements, and performance-related
bonuses or incentives.
An average price. An average price is a percentage of billed charges for the covered services
representing the aggregate payments that the Host Blue negotiated with all of its Network Providers or its
Network Providers in the same or similar class. It may also include the same types of claim- and non-
claim-related transactions as an estimated price.
The use of estimated or average pricing may result in a difference between the amount the Plan Sponsor pays on
a specific claim and the actual amount the Host Blue pays to the provider. However, the BlueCard Program
requires that the Host Blue's Allowed Amount for a claim is final for that claim. No future estimated or average
price adjustment will change the pricing of past claims.
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Any positive or negative differences in estimated or average pricing on a claim are accounted for through variance
accounts maintained by the Host Blue and are incorporated into future claim prices. As a result, the amounts to
be charged to the Plan Sponsor will be adjusted in a following year, as necessary, to account for over-or
underestimation of past years' prices. The Host Blue will not receive compensation from how the estimated or
average price methods, described above, are calculated. Because all amounts paid are final, neither variance
account funds held to be paid in the following year, nor the funds expected to be received in the following year,
are due to or from the Plan Sponsor If this Contract terminates, the Plan Sponsor will not receive a refund or
charge from the variance account.
Variance account balances are small amounts compared to overall claims amounts and will be drawn down over
time Some Host Blues may retain interest earned, if any, on funds held in variance accounts.
Clark County Providers Services in Clark County, Washington are processed through BlueCard. However,
some providers in Clark County do have contracts with the Claims Administrator, These providers will submit
claims directly to the Claims Administrator and benefits will be based on the Claims Administrator's Allowed
Amount for the covered service or supply.
Value-Based Programs Members might receive covered services from providers that participate in a Host Blue's
value-based program (VBP) Value-based programs focus on meeting standards for treatment outcomes, cost
and quality, and coordinating care when the Member is seeing multiple providers. Some of these programs are
similar to those the Claims Administrator has in Washington. Types of value-based programs are accountable
care organizations, global payment/total cost of care arrangements, patient-centered medical homes and shared
savings arrangements.
The Host Blue may pay VBP providers for meeting standards for treatment outcomes, cost and quality, and
coordinating care over a period of time called a measurement period. The Claims Administrator then passes
these payments through to the Plan Sponsor. Sometimes, VBP payments are made before the end of the
measurement period,
The Host Blue may bill VBP payments for Members in one of two ways:
• In the Allowed Amount Host Blues may adjust the Allowed Amount for VBP provider claims to include
VBP payments. The actual dollar amount or a small percentage increase may be included.
If the VBP pays a fee to the provider for coordinating the Member's care with other providers, the Host
Blues may also bill these fees with claims. They will use a separate procedure code for care coordination
fees.
Members will have to pay a share of VBP payments when Host Blues include VBP charges in claims and
a deductible or coinsurance applies to the claim. Members will not be billed for any VBP care
coordination fees.
• Billed Separately Instead of adjusting claims, some Host Blues bill VBP payments as a "per Member
per month" (PMPM) charge for each Member who participates in the Value Based Program. The Claims
Administrator passes these PMPM amounts on to the Plan Sponsor.
Some Host Blues' claims adjustments or PMPM amounts used for VBP payments may be estimates. As a result,
these Host Blues hold part of the amounts paid by the Plan Sponsor and Member in a variance account. The
Host Blues will use these funds to adjust future VBP payments as explained under"BlueCard Program"above.
Taxes, Surcharges And Fees
In some cases, a law or regulation may require that a surcharge, tax, or other fee be applied to claims under this
Plan, When this occurs, the Claims Administrator will disclose that surcharge, tax or other fee to the Plan
Sponsor as part of its liability.
Non-Contracted Providers
When covered services are provided outside the Claims Administrator's Service Area by Non-Contracted
providers, the Allowed Amount will generally be based on either the Claims Administrator's Allowed Amount for
these providers or the pricing requirements under applicable law, Members are responsible for the difference
City of Kent 15 January 1,2018
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between the amount that the Non-Contracted Provider bills and this Plan's payment for the covered services.
Please see the definition of"Allowed Amount" in Section 1 in this Contract for details on Allowed Amounts,
Return of Overpayments
Recoveries of overpayments can arise in several ways, Examples are anti-fraud and abuse recoveries,
provider/hospital bill audits, credit balance audits, utilization review refunds, and unsolicited refunds. Recovery
amounts will generally be applied on either a claim-by-claim or prospective basis. In some cases, the Host Blue
will engage a third party to assist in identification or collection of recovery amounts. The fees of such a third party
may be charged to the Plan Sponsor separately. The fee is usually a percentage of the amount recovered.
Unless otherwise agreed to by the Host Blue, the Claims Administrator may request adjustments from the Host
Blue for full refunds from providers due to the retroactive cancellation of Members, but never more than one year
after the date of the Inter-Plan financial settlement process for the original claim. In some cases, recovery of
claim payments associated with retroactive cancellations may not be possible if, as an example, the recovery
conflicts with the Host Blue's state law or its provider contracts or would jeopardize its relationship with its
providers.
Blue Cross Blue Shield Global Core
If Members are outside the United States, the Commonwealth of Puerto Rico, and the U.S. Virgin Islands (the
"BlueCard service area"), they may be able to take advantage of Blue Cross Blue Shield Global Core. Blue Cross
Blue Shield Global Core is unlike the BlueCard Program available in the BlueCard service area in certain ways.
For instance, although Blue Cross Blue Shield Global Core helps Members access a provider network, they will
typically have to pay the provider and submit the claims themselves to get reimbursement for covered services.
However, if Members need hospital inpatient care, the Service Center can often direct them to hospitals that will
not require them to pay in full at the time of service. These hospitals will also submit the Member's claims to Blue
Cross Blue Shield Global Core.
Fees and Compensation
Network Providers The Plan Sponsor understands and agrees to reimburse the Claims Administrator for certain
fees and compensation which the Claims Administrator is obligated under applicable Inter-Plan Programs
requirements to pay to the Host Blues, to BCBSA, and/or to Inter-Plan Programs vendors, as described below.
The fees may be revised in accordance with Inter-Plan Programs standard procedures, which do not provide for
prior approval by any plan sponsor. Such revisions typically are made on January 1, but may occur at any time.
Revisions do not necessarily coincide with the Plan Sponsor's benefit period under this Contract.
Only the"access fee"can be charged separately each time a claim is processed. The access fee is charged by
the Host Blue to the Claims Administrator for making its applicable provider network available to Members The
access fee will only apply to Network Providers' claims. If such a fee is charged, it will be a percentage of the
disco unUdifferential the Claims Administrator receives from the Host Blue, The access fee will not exceed $2,000
for any claim.
All other Inter-Plan Programs-related fees are covered by the Claims Administrator's general administration fee.
See "Attachment D— Fees of the Claims Administrator."
Non-Contracted Providers All fees related to Non-Contracted Provider claims are covered by the Claims
Administrator's general administration fee.
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ATTACHMENT B - CENSUS INFORMATION
Administration Fees, effective January 1, 2018, are based on the following:
Number of Active and Retiree Members:
Employee Spouse Children
Medical/Rx 708 396 782
Other Carriers Offered: Kaiser Permanente
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ATTACHMENT C - REPORTING
A standard package of reports covering the Contract Period will be provided to the Plan Sponsor within the fees
set forth in "Attachment D— Fees Of The Claims Administrator." The reports will cover
• Funding revenue
• Paid claims
• Census data
• Claims summaries by:
• Provider type
• Service type
• Coverage type
Please note that reports, format, and content may be modified from time to time as needed.
If the Plan Sponsor requests a report that includes information not provided in our standard package of reports or
a custom format for standard data, we reserve the right to charge the Plan Sponsor an additional fee for that
report.
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ATTACHMENT D - FEES OF THE CLAIMS ADMINISTRATOR
Pursuant to the Administrative Service Contract, the Plan Sponsor shall pay the Claims Administrator the fees, as
set forth below, for administrative services.
Administration Fees:
$60.35 per employee per month
Administration Fee Guarantee:
The base administration fee, not including other charges such as producer fees, is guaranteed as shown below
during the current Contract Period and the next two contract periods. This period (January 1, 2018 through
December 31, 2020) shall be known as the"administration fee guarantee period."
Year Amount Contract Period Begins Contract Period Ends
Year 1 $56.85 PEPM January 1, 2018 December...31mm2018
Year 2 $56.85 PE PM................ January 1, 201.9___ .._._.._ December 31, 2019
_.._....._ ry .__-.,....2................__._.
Year 3 $58.56 PEPM Janua 1, 2020 Decembee.r 31, D20.
_.. _.
PEPM — Per Employee Per Month
Other Fees:
Producer Fee $3.50
Claims Runout Processing Fee:
The charge for processing runout claims is an amount equal to the active administration fee at the time of
termination, times the average number of subscribers for the 3-month period preceding the termination date,
times two.
Value-Based Program Payments
Provider groups enter into agreements with Premera or other Blue Cross and/or Blue Shield Licensees (Host
Blues) for value-based programs, Such programs include the Blue Distinction Total Care program, Global
Outcomes Contracts, accountable care organizations, patient-centered medical homes, shared savings
arrangements, and global payment/total cost of care arrangements. Premera and the Host Blues may pay value-
based program providers for meeting the programs' standards for treatment outcomes, cost, quality and care
coordination. The Plan Sponsor shall pay the Claims Administrator a per-member-per month (PMPM) amount
established for each value-based program provider group. The PMPM amount will be multiplied by the number of
the Plan Sponsor's Members that are attributed to each provider group. The PMPM amounts differ between the
provider groups, and may change during the Contract Period.
Fee For Class Action Recoveries
The Plan Sponsor shall pay the Claims Administrator a fee for its work in pursuing class action recoveries on
behalf of the Plan Sponsor as described in Subsection "3.6. Participation In Class Action Suits." The fee shall be
a proportionate share of$10,000, based on the proportion of the amount recovered on behalf of the Plan Sponsor
compared to the total amount recovered by the Claims Administrator for all lines of business.
BlueCard Fee Amount:
BlueCard Fees are tracked and billed monthly in addition to claims expense.
City of Kent 19 January 1, 2018
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CareCompass360°
See"Attachment F—Carecompass360"'for an overview of services provided. Services are included in the
Claims Administrator's Administration Fee except where stated below.
Personal Health Support Not included in Administration Fee. $245 per activelymmm
(See Appendix 2) engaged Member per month of active engagement.
BestBeginnings Maternity Engagement fee, $50 one-time fee per
(See Appendix 3) Member when the
Member registers for the
program and downloads
...._.......... -----... . ............ . ..._................................-.._..
the mobile application
High Risk Maternity Case $350 additional one-time
Management fee for Members engaged
in high-risk case
management
_._
Neonatal Intensive Care Risk Assessment Fee waived
& Case Management
(See Appendix 4)
Extended Post-Payment Recovery Services:
Claims Administrator will perform the services listed below on a pay-for-performance, contingent fee ("Contingent
Fee') basis, which shall be calculated as a percentage of the gross amount recovered with respect to any
particular claim. See "Attachment G— Extended Post-Payment Recovery Services"for an overview of services
provided,
Post Payment Recovery Category Contingent Fee
d --._.-----......_. _..__..m.,_
Coordinaa tion of Benefits 25 percent -
Subrogation 25 percent unless Claims Administrator, in its sole
option or discretion, engages outside counsel, in
which case the Contingent Fee amount shall be 35
percent, whether or not the case involves litigation or
other dispute resolution process.
25 percent if, after Claims Administrator has worked a
subrogation case, the Plan Sponsor takes over
responsibility for the case and settles directly.
In all cases, Plan Sponsor is also responsible for
payment of any court costs, such as filing fees,
witness fees or court reporter fees.
--------------------------------
Provider Billing Errors 25 percent
............
Credit Balance 25 percent
Hospital Billing and Chart Review 35 percent
City of Kent 20 January 1,2018
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ATTACHMENT E - BUSINESS ASSOCIATE AGREEMENT
The Plan Sponsor should keep its signed business associate agreement and any signed amendments behind this
page.
City of Kent 21 January 1,2018
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ATTACHMENT F — CARECOMPASS3600
Claims Administrator agrees to make available to the Plan Sponsor certain components of the CareCompass360°
program, which are more particularly described in the appendices attached hereto and incorporated herein.
Claims Administrator, in its sole and absolute discretion, may upgrade, change Program Managers or otherwise
modify these services. Fees for these services are shown in "Attachment D—Fees Of The Claims Administrator."
General Provisions
• The parties understand, acknowledge and agree that the services provided to the Plan Sponsor
hereunder are designed only for availability to the population of Plan Sponsor Members eligible for such
services and not for application to each and every Member.
5everability. In the event that any provision hereof is found invalid or unenforceable pursuant to judicial
decree or decision, the remainder of this Attachment shall remain valid and enforceable according to its
terms.
City of Kent 22 January 1,2018
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Appendix 1
Care Facilitation Services
Claims Administrator agrees to provide the following care facilitation services
_.. -
Service Description
_................ __ ._..... _...._
Care Management
-- ....... ..... .
Clinical review Prospective and retrospective review for medical
necessity, appropriate application of benefits.
_.... _....._ ............
Includes provision of evidence-based clinical practice and
Quality Programs preventive care guidelines to Members and providers,
chart tools, and quality of care program activities.
_ ....
Prescription drug formulary Development of formulary and access to providers and
promotion Members on-line
.................
Physician based pharmacy Physician education on cost-effective prescribingmmmmmm mm
management
............. ............. _.._.... ..-
ePocrates Software to provide physicians with up-to-date drug and
plan formulary information.
Education for Members using multiple drugs to review
Polypharmacy prescriptions with their providers to decrease incidences of
adverse drug interactions
...
Follow up with Members and physicians to minimize
Point-of sale Pharmacy inappropriate or excessive drug therapies identified when
drugs are dispensed.
R
NurseLine ound-the-clock access for Members to registered nurses
to answer questions about their health care.
........
The plan covers telephone and online access to Members'
covered health providers when medically appropriate- The
Claims Administrator has also contracted with a vendor to
provide telehealth services. The vendor's physicians
specialize in family practice, internal medicine or
Telehealth Virtual Care pediatrics. Telephone consultations are available through
the vendor 24 hours per day, seven (7) days per week.
Scheduled video consultations are available between 7:00
a.m. and 9:00 p m- seven (7) days per week in the time
zone of the member. On-demand video consultations are
based on provider availability.
City of Kent 23 January 1,2018
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Appendix 2
Personal Health Support Services
Services of the Personal Health Support program may include:
Telephonic personal health support, including a clinician designated as the participant's single point of
contact for personal health support.
Engagement team triage
• Periodic reporting on program enrollment and activities
Eligible Health Conditions
Members eligible for services include those who are classified by Claims Administrator, in its sole discretion,
using its own methodology or criteria, as high-risk and/or have two (2) or more of the chronic conditions
designated by Claims Administrator for the program. Claims Administrator may change the methodology for
determining eligibility or terms of or criteria for eligibility, at its sole discretion, from time to time.
Active Engagement
The separate monthly program fee is charged only for Members who are actively engaged in personal health
support services during the month. "Active engagement" means that a Member or their authorized designee
(such as the parent of a minor child or an individual with power of attorney) has at least one(1) two-way
conversation with their personal health support clinician in which health goals are discussed. The initial outreach
contact to the Member does not count. No charges are made for a month in which there is no active
engagement.
City of Kent 24 January 1,2018
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Appendix 3
BestBeginnings Maternity Program
The BestBeginnings Maternity program offers education and support services to pregnant Members and
case management for pregnant Members identified as high risk. Member participation is voluntary The
program helps educate Members about normal symptoms of pregnancy, as well as risks and problems,
including warning signs.
BestBeginnings Program Description
The BestBeginnings program has two components:
• A mobile application for the Member's smartphone or tablet. Members can download this mobile
application from the Internet after they register for the BestBeginnings program. There is no charge
to the Member. The application covers important health issues in pregnancy. It provides surveys to
help identify high-risk pregnancies and post-partum depression. It also offers information, tools,
milestones, alerts on pregnancy-related issues, and reminders. Content is updated quarterly as
needed
• The Claims Administrator will provide outreach to Members identified as having the potential for a
high risk pregnancy. These Members can click in the mobile application to call one of the Claims
Administrator's maternity specialists, These specialists are the Claims Administrator's personal
health support clinicians who have specific maternity training. Maternity specialists are available
from 6 00 a.m. to 8:00 p.m. on Monday through Friday and 9:00 a.m. to 1:00 p.m. on Saturday,
Pacific time.
Transitional Coverage
• Members who were working with case managers under the maternity program that was in effect prior
to July 1, 2017 will continue with those case managers for the remainder of their pregnancies. The
program components will not change for those Members. No additional fees are necessary,
• Any Members who were identified as candidates for the prior maternity program but who had not
been contacted, will be contacted by the Claims Administrator for BestBeginnings.
City of Kent 25 January 1, 2018
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Appendix 4
Neonatal Intensive Care Risk Assessment and Case Management
The Neonatal Intensive Care Unit (NICU) Program provides case management for babies admitted to the NICU.
The program is administered by the Claims Administrator's designated program manager(the "Program
Manager"). The Claims Administrator and/or the hospital refers Members who are admitted the NICU or a
specialty care nursery to the Program Manager. The Program Manager then contacts the parents to get consent
for the newborn Member to participate in the NICU Program. Member participation is voluntary.
Services include:
• Coordination of care for newborns throughout their stays in the NICU
• Assistance with management of the baby's care from discharge to the baby's transition home
• Comprehensive booklet that educates parents about the NICU and the needs of the child in the NICU
• Measures health outcomes
Recommends appropriate levels of care to the Claims Administrator
City of Kent 26 January 1,2018
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ATTACHMENT G - EXTENDED POST-PAYMENT RECOVERY SERVICES
Claims Administrator, through its affiliate, Calypso, shall provide a set of Extended Post Payment Recovery
Services to the Plan Sponsor as described below. Claims Administrator will perform these services on a pay-for-
performance, contingent fee ("Contingent Fee') basis, which shall be calculated as a percentage of the gross
amount recovered with respect to any particular claim. Contingent Fees are shown in"Attachment D—Fees Of
The Claims Administrator."
------...— __...w...._.
Post Payment Recovery Category Explanation of Services
�...... Claims Administrator's investigators and auditors will work to identify
and pursue overpayments due to Member's missing or inaccurate COB
information. Claims Administrator utilizes questionnaires and
Coordination of Benefits interviews with providers, employers and Members to determine if Plan
Sponsor's Plan is primary or secondary.
....____.........._
Claims Administrators investigators, auditors and attorneys identify and
pursue overpayments due to Subrogation opportunities. Claims
Administrator's research to obtain accurate subrogation information and
determine group's subrogation rights include questionnaires and
interviews with providers, employers and Members. As Claims
Administrator deems necessary, Claims Administrator manages
attorney and Member notification, coordinates case documentation,
Subrogation coordinates with potentially responsible parties and provides
representation for hearings.
Claims Administrator will notify Plan Sponsor in the event that Claims
Administrator recommends that the Plan Sponsor file suit. Plan
Sponsor retains the right to authorize or deny any legal action.
Claims Administrator's post-payment editing programs and
investigators and auditors perform additional screens and tests where
billing information is inconsistent with age/services rendered or where
Provider Billing Errors there appears to be up-coding or unbundling of services. A recovery
process is then employed to request and recover verified
overpayments.
_............ - .......
This service requires an on-site review of the provider's financial
records and discussions with their staff. Credit balances are verified as
owed to Plan Sponsor and the source of the credit is determined. The
Credit Balance credit is reviewed with the provider and approved for payment back to
Claims Administrator or the Plan Sponsor.
....................
This service requires an on-site review of the Member's medical charts
Hospital Billing and Chart and interviews with provider staff by registered nurses. Calypso out-
Review sources the on-site review work to an independent vendor who ensures
that:
City of Kent 27 January 1,2018
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._.......................... .... ---- _.. .. . __ _
Post Payment Recovery
Category Explanation of Services
.......,.... .... -
• Service is consistent with diagnosis and billing is consistent
with services.
• There has been no unbundling of services, diagnosis up-coding
or billing maximization
Services rendered were prescribed by the physician and the
doctor's notes were signed.
• Standardized billing and payment policies were used.
Calypso provides support for this vendor's efforts as well as processes
all recoveries.
Cily of Kent 28 January 1,2018
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ATTACHMENT H - PERFORMANCE GUARANTEES
City of Kent 29 January 1,2018
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ATTACHMENT H
PERFORMANCE GUARANTEE AGREEMENT
BETWEEN
Premera Blue Cross of Washington
AND
City of Kent
EFFECTIVE 1/1/2018 THROUGH 12/31/2018 (The "Agreement Period")
This Performance Guarantee Agreement is between Premera Blue Cross of Washington ("the Company"), and
City of Kent ("the Group"). The Company will provide an acceptable level of service as described herein or will
pay the penalties also described herein.
SECTION 1. TERM
The term of this Agreement shall only be the Agreement Period.
Provided this Agreement is executed prior to or on the Effective Date, the Company's fulfillment of the
performance guarantees set forth in this Agreement shall be measured from the Effective Date.
In the event that this Agreement is not executed prior to or on the Effective Date, the Company's performance
shall be measured in accordance with Section 3.C.
The performance guarantees under this Agreement are contingent on the Company receiving timely payment
of administrative fees or subscription charges, as applicable, from the Group.
SECTION 2. PERFORMANCE GUARANTEES AND PENALTY AMOUNTS
The Company guarantees its performance as stated below. The maximum amount of accumulated penalties
for the Agreement Period shall be $31,400.00
Performance Guarantee Metrics:
1) Account Management: Quarterly Account Management Team Satisfaction Survey
The Company will provide an online survey that measures the effectiveness of account management in
providing superior service to the client. The Account Management Survey shall be distributed to appropriate
members of the Group's benefits staff, and/or third party benefit consultants as selected by the Group, at the
end of each quarter. The Group and its selected associates shall complete the Online Account Management
Survey within thirty (30) days of receipt. The failure of the group to respond to one of the quarterly surveys
shall nullify the Account Management Survey metric, and the Company will not pay the penalty.
Following the end of each quarter and receipt of the survey response(s) from the Group, the Company will
calculate the Mean Score in each performance assessment category by using a mean score calculation. The
Account Management Commitment will be deemed as fulfilled if Question 8 "Overall Satisfaction with Account
Management Team" is equal to or greater than 3 on a 5 point satisfaction scale. Surveys with no response will
be removed from our scoring computation. Only completed survey's submitted within 30 days of distribution
will be used to score Account Management performance.
This metric is Corporate Standard and reporting will be Group Specific; Quarterly Survey; Annual Settlement
The estimated penalty for this metric will be $4,800.00
2) Claims : Claims Accuracy - Dollars
The Company guarantees that at least 99% of total benefit dollars payments shall be accurate (less than 1% to
be in error) in a contract year, when overpayments and underpayments are combined, not offset against one
another. Calculated as Total Dollars Paid less Total Absolute Value of Dollar Errors, divided by Total Dollars
Paid, based on annual randomly selected audit sample, not less than 99%.
This metric is Corporate Standard and reporting will be Group Specific. Reported annually.
The estimated penalty for this metric will be $4,800.00
3) Claims : Claims Accuracy - Frequency
95% of the Groups clean claims shall be paid without error (payment and procedural) in a contract year.
Calculated as Total Claims With No Errors divided by Total Claims Paid, and based on annual randomly
selected audit sample, not less than 95%.
This metric is Corporate Standard and reporting will be Group Specific. Reported annually,
The estimated penalty for this metric will be $4,800.00
4) Claims : Claims Clean Claims Turnaround Time within 30 Days
Turnaround Time (TAT) is measured from the date a clean claim is received by the Company (either via paper
or electronic data interchanges) to the date it is processed for payment, denied, or pended for external
information. A clean claim is defined as one that has been received by The Company with the relevant and
correct information required to process the claim. This claim will have no defects or irregularities, includes any
required substantiating documentation, and can be adjudicated without interruption. The calculation for the
Claim Turnaround Time percentage will be measured on the percentage of all Clean Claims processed within
30 Days of Receipt divided by Total Clean Claims Processed (`excluding Blue Card claims), not less than 97%.
"Performance Standard will be tolled with respect to a claim during the period the claim is suspended for
information outside The Company's claims processing system or scope of responsibility or control (i.e., review
by other organizations not integrated into processing system).
This metric is Corporate Standard and reporting will be Group Specific. Reported quarterly.
The estimated penalty for this metric will be $4,800.00
5) Contract Services: Booklets
Premera will guarantee booklet proofs within 45 business days of receipt of the group renewal confirmation.
Additional drafts or final (electronic) booklets will be provided within 10 business days of producer/client edits to
initial draft and repeat with each revision as necessary. Printing and mailing of booklets are not subject to
performance guarantee.
This metric is non-standard and reporting will be Group specific settled annually
The estimated penalty for this metric will be $2,600.00
6) Customer Service: Customer Service -Abandonment Rate
The Company guarantees that no more than 5 percent of incoming calls that are made to our toll-free customer
service telephone line shall be dropped before speaking to a Customer Service Representative. Customer
Service Abandonment Rate calculated as Total Abandoned Calls divided by Total Accepted Calls.
This metric is Corporate Standard and reporting will be Combined score of all PG Groups in Customer Service
Unit. Reported quarterly, settled using 12 mo avg.
The estimated penalty for this metric will be $4,800.00
7) Customer Service: Customer Service - Service Level within 30 seconds
The Company guarantees that 75% of all calls to their toll-free customer service telephone line will be
answered in thirty seconds or less. Answered means the time from when the caller selects the option to speak
with an agent until a Customer Service Representative answers the call. Results are calculated as Total Calls
Answered Within 30 Seconds divided by Total Calls Received.
This metric is Corporate Standard and reporting will be Combined score of all PG Groups in Customer Service
Unit.
Reported quarterly, settled using 12 mo avg
The estimated penalty for this metric will be $4,800.00
SECTION 3. EVALUATION OF PERFORMANCE AND PAYMENT OF PENALTIES
A)At the end of the Agreement, the Company shall compile the necessary documentation and perform the
necessary calculations to evaluate its fulfillment of each performance guarantee set forth in this Agreement and
make this information available to the Group.
B) If the Company fails to meet any of the performance guarantees set forth in Section 2, the Company shall
pay to the Group the financial penalty based on the percentage set forth in Section 2.
C) In the event that this Agreement is not executed by the Effective Date, the Company's performance shall be
measured from the first day of the month following the month this Agreement is executed. In such event the
applicable penalty amounts will be pro-rated for that portion of the year for which performance guarantee
metrics are in force.
D) Refer to Section 4 if the contract under which the Company provides insurance and/or administrative
services to the Group is terminated prior to the end of the term of this Agreement.
SECTION 4. TERMINATION OF AGREEMENT
If this Agreement terminates prior to the last day of the Agreement Period the Group is not entitled to any
penalties under Section 2 of this Agreement. This Agreement shall terminate upon the earliest of the following
dates:
A) the end of the Term of this Agreement,
B) the effective date of any state's or other jurisdiction's action which prohibits activities of the parties under this
Agreement;
C) the date upon which the Group either fails to meet its obligation to sufficiently fund the bank account from
which claims are paid (if applicable), or fails to make timely payments of either administrative fees or
subscription charges anytime during the plan year;
D) the date upon which the contract under which the Company provides services to the Group is terminated,
E) any other date mutually agreeable to the Company and Group.
REQUEST FOR MAYOR'S SIGNATURE
KENT Print on Cherry-Colored Paper
Routing Information:
(ALL REQUESTS MUST FIRST BE ROUTED THROUGH THE LAW DEPARTMENT)
Approved by Director
Originator: Laura Horea Phone (Originator): 253.856.5290
Date Sent: 1/4/18 Date Required: 1/11/18
Return Signed Document to: Laura Horea Contract Termination Date: 12/31/2020
VENDOR NAME: Date Finance Notified:
Premera (only required on contracts 09/28/17
$20.000 and over or on an GranX1
DATE OF COUNCIL APPROVAL: 11/21/17 Date Risk Manager Notified:09/28/17
Required on Non-City Standard Contracts/Aareements)
Has this Document been Specifically Account Number:
Authorized in the Budget? • YES NO
._....
Brief Explanation of Document:
Premera Administrative Services Contract
Ist Be Routed Through The Law Department
V �u
(This area to be comple ,y the Law Departm t)p
Received: JAN 4 201E p
[Approval of Law Dept.: ' 8Yy
Law Dept Comments: `� BAN 0 5 2018
fJate t
Shaded Areas To Be Cd i ¢
p t dBy/tdntr"r�istr�ta ; i��t ')"EhQ Maur
Received:
Recommendations and Comments:
Disposition:
G"
2
Date Returned: