Southwest
Magellan Receives High Marks on Provider Satisfaction Survey
Magellan’s Southwest Care Management Center’s provider survey results indicate that, overall, provider satisfaction remained high in 2008, at 91.5 percent, which is slightly higher than the 2007 rate of 89.9 percent.
Because your input is vital to improving how we do business, Magellan performs a survey annually. In 2008, the Southwest Care Management Center surveyed 3,421 network providers who received an authorization for service in 2008; we received a response rate of 18.9 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 electronic claims submission (88.2 percent) and overall satisfaction with the MagellanHealth.com website (85.6 percent).
However, you were not as satisfied with your calls to Magellan’s toll-free number regarding credentialing/contracting (78.7 percent), appeals (58 percent) and complaints (55.9 percent).
Satisfaction with the accuracy of your claims payments by Magellan remained high at 89.3 percent and with the timeliness of your claim payment at 87.1 percent. Satisfaction with the complaint process (65.7 percent) was higher than 2007, but there is still room for improvement.
Your feedback is valuable to us in keeping our attention on areas that represent opportunities for improvement. 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.