Measuring Success and Collaborating on Improvement:
Magellan’s 2007 Provider Satisfaction Survey Results Are In
Magellan’s annual provider satisfaction survey is an important part of our measurement of successes and method of capturing information for improvement of service to our network providers. Our network providers’ collaboration in completing the surveys has assisted us with various efforts – from our operations and quality program, to meeting customer requests and requirements, to demonstrations of meeting accreditation standards. In 2007, 90 percent of the responding providers positively affirmed their overall satisfaction with the service they received from Magellan, marking the third consecutive year Magellan has received a rating of 90 percent or better.
Additionally, the following features of service have consistently received positive ratings of 90 percent or better during the past four years.
| Feature of Service | 2007 Rating |
|---|---|
| Availability of our clinical staff | 94% |
| Consultation Provided by clinical staff | 94% |
| Accuracy of claim payments made by Magellan | 91% |
| Time it took for credentialing or recredentialing | 90% |
| Ease of referring members to other providers | 90% |
On the improvement front, we strive to be just as successful with all features of our services; however, some features measured in the survey did not receive as high of a satisfaction rating as we strive to achieve. For example, we continue to work on ways to improve satisfaction with the amount of Magellan-required administrative work related to claims/reimbursement (82 percent). Our survey results indicate a correlation between satisfaction with claims payment and the percentage of claims filed electronically. As a result, some of our efforts have focused on providing access to features such as electronic filing of claims; however, our 2007 survey results still show that only 38 percent of providers responding file their claims electronically.
The survey also showed that an increase in satisfaction with the amount of administrative work required was associated with increases in the use of Web-based services. In response to feedback we received from providers, Magellan has focused on improving the availability of and increasing the use of our Web-based tools, particularly those surrounding filing claims and receiving electronic payments.
We are seeing a positive trend, as shown in the 2007 survey results by a marked increase in the percentage of providers who are willing to conduct business and interact with Magellan via the Internet – from 56 percent to 69 percent. We also saw the total number of provider-initiated transactions on the website rise from 2.78 million in 2006 to 3.86 million in 2007.
Even the distribution of the provider satisfaction survey was modified to allow completion online, beginning in 2006. More than 2,700 providers completed the survey online in 2007, a significant increase from 2006.
Hopefully, you will take time to evaluate the savings in time and resources that can be realized by using electronic claim filing, as well as our other services available on this website, www.MagellanHealth.com/provider.