Specifications include, but are not limited to: A. Develop a secret shopper program to include: • Development of a secret shopper plan that incorporates current SCDHHS MCO Contractual guidelines and applicable federal requirements. The plan should consider proposed rule changes within the Federal CFR that points directly to the future mandatory use of secret shopper activities. • Review and research of other secret shopper activities related to appointment access and availability standards used nationally for the discovery of best practices. • Have adequate staff to complete the required quarterly call volume. • Report secret shopper call results monthly. • Receive call lists quarterly or other intervals as agreed upon by SCDHHS. • Limit calls to the times and days agreed to by SCDHHS. B. Implement the secret shopper process to include: • Training Contractor staff in accordance with Contractor’s professionalism standards. • Training Contractor staff on question criteria, meaning, and value. • Training Contractor staff on call types of secret and revealed calls. • Provide expertise and consultation to SCDHHS for question development and implementation to ensure the process captures relevant data that can be utilized for performance improvement. • Quality call data that is accurate, complete, transferable, and quantifiable. • Complete a minimum of one thousand (1000) calls per month, four thousand (4000) calls per quarter. Minimum number of calls required, per month and per quarter, may change with a thirty (30) day notification to the Contractor from SCDHHS. • Call data results from the previous month shall be reported to SCDHHS by the fifteenth (15th) of the following month. C. Collect, analyze, and submit a monthly report for Secret Shopper call data to include: • Methodology and process used, • Number of completed calls, • Number of calls attempted, • Barriers to call completion, • Recommendations for improvement, • Summary of Results, and i. Summary statistics of data collected to include responses and response rates. • Data file of all responses as collected.
