Southwest
Magellan Receives High Marks on Provider Satisfaction Survey
When you talk, we listen. Your feedback is valuable to us. That is why Magellan’s Southwest Care Management Center performs a provider satisfaction survey every year. And, we are happy to report that provider survey results indicate overall provider satisfaction remained high in 2009—93.2 percent—which is slightly higher than the 2008 rate of 91.5 percent.
In 2009, the Southwest Care Management Center surveyed 3,991 network providers who received an authorization for service in 2009; we experienced a response rate of 17.7 percent.
You told us that you liked our performance in the areas of credentialing timeliness, consistency of decisions by clinical staff, the availability of our clinical staff and the Magellan website. You also let us know that we have improved in the areas of the credentialing/contracting process (94 percent), and accuracy of claims payment (93.9 percent).
Not only do we like to know what is working, but also your input helps us focus on areas that represent opportunities for improvement. While you expressed increased satisfaction with the appeals and complaints processes at 83.9 percent and 82.3 percent respectively, we realize we must continue to focus on these areas.
Magellan persistently strives to find ways to enhance our working relationship with providers, so we can offer outstanding service to you and our members. As always, we are interested in your thoughts, which can be communicated through the annual survey process, at our provider forums and through our Provider Services Line (1-800-430-0535 Option # 4).
Thank you to all providers who participated in the survey. We hope to see an even higher response rate next year. Be sure to read our feature article in this issue of Provider Focus for national provider satisfaction survey results.