Provider Satisfaction Scores Released
Because your input is vital to improving how we do business, Magellan assesses your satisfaction annually through our Provider Satisfaction Survey. This year, the Southwest Care Management Center surveyed providers in our clinical network by delivering 5,383 surveys to providers who received an authorization for service in 2007; we received a response rate of 19.5 percent.
Overall, providers’ satisfaction with us was high at 90 percent, but has decreased from the 2006 satisfaction rate of 91.4 percent.
You told us that you liked our performance in the areas of credentialing timeliness, ease of referring members to other providers in the network, consultation provided by clinical staff and the availability of our clinical staff. You also let us know that we have improved in the areas of appeals and complaint resolution, but that we have further room for improvement.
However, you were not as satisfied with having “your concerns addressed on the first contact” (68.2 percent) and “with calls made to Magellan regarding”: claims (79.7 percent), appeals (78.7 percent) and complaints (79.8 percent). Satisfaction with the accuracy of your claims payments by Magellan was 85 percent and with the timeliness of your claim payment was 88.8 percent.
Your feedback is valuable to us in keeping our attention on areas that represent opportunities for improvement. We hope that next year’s survey results will show that we improved, and you saw a positive difference in our services.
Thank you to all providers who participated in the survey. We are interested in your feedback and encourage you to tell us your thoughts through the annual survey, at our provider forums and through our Provider Services Line. It is our pleasure to find ways to continue to enhance our working relationship, so we can provide outstanding service to members.
Be sure to read our feature article in this issue of Provider Focus for national provider satisfaction survey results.