1. Report to the Transition Sub-Committee May 5, 2006

2. Operations Update Hiring –100% of Key Positions Dr. John Swanson, Associate Medical Director Dr. Jeffery Gottlieb, Associate Medical Director Ann Phelan, MA, VP of Clinical Operations –88% Overall 3 Peer/Family Specialists 2 IT/Reporting 1 Quality Management

3. Operations Update, con’d Level of CareTotal Auths/CCRs RTC1400 GH 237 GH 185 Inpatient Psych635 Inpatient Detox73 OBS17 PRTF66 IOP/PHP366 Total2679

4. Operations Update, con’d Pre-cert and Concurrent Call Volume –1997 calls in April (increase of 70% from March) –Range of time on the phone: 17 seconds to 56 minutes –Average time on the phone: 28 minutes Riverview on line June 1, 2006 ED Interface –Opportunities to improve notification/communication –Tracking of members –Drafting educational Alert Next Phase: EDT 6/1/2006 Home-Based Psychiatric Services: 7/1/2006 IVR/Web technology 8/2006

5. Call Management/Customer Service

6. CT BHP Call Management April, 2006 Week Ending Total Calls Total % Abando n Day Staff Calls # Abandons Day Staff % Abandon After Hours Calls # Abandons After Hours % Aband on Membe r Calls Provide r Calls Crisis Calls After Hours Membe r After Hours Provide r 4/1/2006 Partial Week90.00%00 90 00009 4/8/20069100.11%84810.12%6200.00%40141829260 4/15/20069760.20%93020.22%4600.00%38351532343 4/22/200610230.29%96830.31%55 0 0.00%34458242055 4/29/20069500.21%90420.22%4600.00%37750126145 4/30/2006 Partial Week 00.00% 00 0 0 00 0 00 Total Monthly38680.18%365080.22%21800.00%150520161296212 INCLUDES ALL CALLS WITH NO THRESHOLDS, <5% ABD IS TARGET

7. CT BHP CALL MANAGEMENT Incoming Calls Totals: April 2006 Total 3,868 (Total Call Volume in March: 2,852, a 36% increase in April) Member Calls: 1511 Provider Calls: 2228 Crisis Calls: 129

8. Types of Inquiries April, 2006 33% - Provider Referrals for Members 23% - Member Eligibility Verification 39% - Provider Related/Authorization/Enrollment/Billing 5% - General Information 38% = Member Inquiries Note:.06% = Inquiries initiated due to provider status changing from in network at the MCO to out of network with new system Note: Discrete MCO lines have been established and will be live and reportable for the June meeting Note: Creation of a warm line transfer with the 211 Perinatal initiative

9. The Network

10. CT BHP Provider Network (TYPE) - SERVICE DESCRIPTIONS 12/12/0505/01/06 01/40 - (General Hospital) - Psychiatric Hospital – Under 2155 01/42 - (General Hospital) - Psychiatric Hospital – Aged23 01/49 - (General Hospital)- Psychiatric Hospital - Outpatient23 01/78 - (General Hospital)- Inpatient4757 01/79 - (General Hospital) - Outpatient47 06/40 - (State Institution) - Psychiatric – Under 2155 06/42 - (State Institution) - Psychiatric - Aged43 06/49 - (State Institution) - Psychiatric - Outpatient22 06/50 - (State Institution) – Mental Health Clinic43 12/3F - (Special Services) - Psychiatric Residential Treatment Facility 05

11. CT BHP Provider Network (TYPE) - SERVICE DESCRIPTIONS 12/12/0505/01/06 12/3D - Residential Treatment Center063 12/3I - Group Home - 1.0033 12/3K - Group Home - 2.0013 50/5B - (Community Clinic) - FQHC Medical Clinic1314 50/5C -(Community Clinic) -FQHC Mental Health Clinic78 50/23 -(Community Clinic) - Methadone Maintenance Clinic * change due to merging of multiple vendor locations under one unique provider number189 50/50 -(Community Clinic) - Mental Health Clinic * change due to merging of multiple vendor locations under one unique provider number 13491 50/60 -(Community Clinic) -Medical Clinic * change due to merging of multiple vendor locations under one unique provider number 5020 50/68 -(Community Clinic) -Rehabilitation Center88 57/78 - (Alcohol and Drug Abuse Center) - Inpatient1011 57/79(Alcohol and Drug Abuse Center) - Outpatient 179 58/67 - (Home Health Agency) - Home Health Agency8889

12. CT BHP Provider Network (TYPE) - SERVICE DESCRIPTIONS 12/12/0505/01/06 20/26 - (Physician, MD) - Psychiatry281316 21/26 - (Physician MD Group) - Psychiatry2226 23/26 - (Nurse Practitioner) - Psychiatry95107 24/26 - (Nurse Practitioner - Group) - Psychiatry1519 81/9A - (Behavioral Health Clinician) - License Clinical Social Worker (LCSW)15238 81/9B - (Behavioral Health Clinician) - License Marriage and Family Therapist (LMFT)694 81/9D - (Behavioral Health Clinician) - License/Certified Alcohol & Drug Abuse Counselor (LADC)221 81/9E - (Behavioral Health Clinician) - License Professional Counselor (LPC)256 81/92 - (Behavioral Health Clinician) - Psychologist201231 86/9A - (Behavioral Health Clinician Groups) - License Clin. Social Worker Group130 86/9B - (Behavioral Health Clinician Groups) - License Marriage and Family Therapist Group 023 86/9D - (Behavioral Health Clinician Groups) - License/Cert Alcohol & Drug Abuse Counselor Group15 86/9E - (Behavioral Health Clinician Groups) - License Professional Counselor Group 014 86/92 - (Behavioral Health Clinician Groups) - Psychologist Group2331

13. CT BHP Provider Network (TYPE) - SERVICE DESCRIPTIONS12/12/0505/01/06 12/3G - (Special Services) – Community Services 02 12/3L - (Special Services) – Group Home 1.5 01 20/37 – (Physician, MD) Osteopath06 06/60 – (State Institution)01 11271722

14. Network Status  CMAP providers: 1,722 –Increase of 595 providers since 12/12/06 –Addition of Rehab services within the SA continuum –Providers in process with EDS –Add/Change report 20-30 adds per week 10-20 changes per week –DCF Network -110 RTC and Group Home providers (increase of 24 providers since 11/2005)

15. Inquires/Complaints/Grievances

16. Inquiries and Complaints and Grievances January – April 2006 21 inquiries about providers no longer in network, 1 complaint filed, referrals given to the other 20 22 complaints - 20 closed provider enrollment appointment scheduling member choosing to continue care with OON provider referrals to MCO pharmacy - 2 open c/o access to MD within 10 miles who will provide therapy as well as medication management c/o facility calling on weekend said our phone message said we were closed. Provider has not called back to verify phone # called.

17. Inquiries and Complaints and Grievances January – April 2006 4 Grievances - 3 closed - 1 open * Open Case: Member is seeing OON provider and wants direct payment to reimburse provider. Saw IN provider but language of provider was a reported barrier

18. Community Outreach

19. April –Schools Meeting to occur in May with Cheryl Resha –Systems Managers 167 DCF, Provider, Collaborative and MSS meetings in April 289 Meetings year to date –Peer/Family Meetings 30 Family forums, informational meetings, DCF and Collaborative meetings –ICM cases: 60 mid-long term cases 65 short-term, high risk cases (some overlap) –Peer/Family Outreach/Coordination: 37 family/peer consultations

20. Questions?