Service Level 5 Sample Clauses

Service Level 5. Notwithstanding anything to the contrary herein, the Parties agree that the following description, and the applicable Target Level set forth in Section 4 of this Exhibit, of Service Level 5 will be retroactively effective as of January 1, 2021: Patient Experience – Patient Survey Response. This Service Level shall mean, for all Eligible Medical Groups (as a whole) during any Measurement Window, the percentage of responses to Supplier’s survey question of “Please rate your satisfaction with today’s call (Satisfied, Neutral, Dissatisfied)” completed during such Measurement Window that indicate a score of “Satisfied” minus “Dissatisfied”. This Service Level includes only surveys given to callers to Supplier’s Customer Service Unit. Supplier is currently piloting Financial Clearance Center services in the Indiana Medical Group Market and the Parties may agree to amend this Service Level to include surveys given to callers to Supplier’s Financial Clearance Center. Scores will exclude responses from any Eligible Medical Group that has less than thirty (30) completed surveys per Measurement Window. Scores will also exclude responses from any Eligible Medical Group until the calendar quarter immediately following the six (6) month anniversary of the date on which Patient Survey measurement capability becomes operational.