Provider Satisfaction Survey

2018 Patient Satisfaction Survey

A. Customer Services Department

1. How quickly can you reach a representative?

2. Do you feel you are receiving the correct information over the phone from Representative?

3. Customer Services ability to fully resolve your problem/inquiry?

4. How satisfied are you overall with your interactions with our CS team?

5. Are you able to reach your desired party?

6. Is your hold time minimal?

B. Utilization Management Department

1. UM Staff demonstrates a high level of respect and professionalism.

2. UM staff provides assistance in a timely manner.

3. UM Staff is able to assist you with complex problems.

4. Is your overall authorizations process better with Quickcap?

5. The Medical Director answers your questions satisfactorily on clinical issues.

6. Correspondence is timely and relevant.

7. Utilization Management outcomes are discussed with Providers regularly.

8. How is your overall experience with UM Management?

C. Provider Services

1. Staff demonstrates a high level of respect and professionalism.

2. Staff provides assistance in a timely manner.

3. Staff is able to assist you effectively.

4. Provider Services meetings are informative and relevant to your office needs.

5. Provider Services is instrumental in office staff education.

6. Your overall experience with Provider service Representative.

C1. For which of the following topics would you like to see more training and educational material?

D. Claims Department

1. Staff demonstrates a high level of respect and professionalism.

2. Staff provides assistance in a timely manner.

3. Are your claims are processed timely?

4. What is your overall satisfaction level with the Claims department?

E. Administration & Contracting

1. Provider Specialty Network is to your satisfaction?

2. Administrative Staff is able to answer your questions and/or concerns?

3. You are able to reach your desired party when calling?

What is your primary method for communication to the Administrative offices?



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