Performance Standards

In evaluating our business, it may be tempting to think that our services cannot be "measured"; but upon closer inspection, it can be done through a system of Performance Standards that detail the response times or completion schedules required to provide a superior level of service. 

CBSA has established and published Performance Standards that are continually updated and expanded to meet changing business needs. Monitoring responsibilities are assigned to corporate officers, and the monthly report of results is reviewed by the entire management team. 

In addition to setting goals for individual employees and departments, these Standards help us to determine the best course of action in adding or reallocating personnel and other resources to specific areas. 

Some current Performance Standards that CBSA meets or exceeds include: 

• Receptionist answers all calls before the fifth ring.
• Underwriting action is taken on individual and group cases within five working days of receipt
• All paper claims are preprocessed within 48 hours of receipt
• 80% of claims are processed within 10 working days of receipt; 100% processed within 15 working days
• Utilization review certification determined within one working day of receipt of medical information

CBSA's management team believes that the success of our business depends on our critical evaluation of service in the past and our creative vision regarding service in the future.