In the 2015 Provider Satisfaction Survey, physicians and administrators
rated their level of satisfaction with AmeriHealth on a five-point scale (5 =
Very satisfied; 1 = Not at all satisfied). The following topics were
specifically addressed on the survey: claims processing, utilization
management, communications, and peer-to-peer review. In total, 292 physicians
and 353 administrators completed the survey.
We are pleased to report that 71.5 percent of respondents provided a
positive overall satisfaction rating, giving AmeriHealth a rating of either 4
(Satisfied) or 5 (Very satisfied).
The following were common drivers to satisfaction:
- how claims were finalized;
- the AmeriHealth reimbursement package;
- communications received from AmeriHealth;
- the AmeriHealth precertification and utilization management (UM)
process.
The AmeriHealth peer-to-peer review was also rated positively by 62.3
percent of physicians, as driven by the medical appropriateness of the
review.
Continuing efforts
AmeriHealth utilizes provider feedback to improve services and achieve
optimal outcomes. Based on the 2015 survey, increasing provider satisfaction
may be accomplished by:
- ensuring claims are processed consistently and paid in a timely
fashion;
- ensuring that providers and administrators clearly understand which
procedures require authorization;
- maintaining and improving the UM staff?s consistency with the authorization
process;
- further enhancing the usefulness of information available on
amerihealthnj.com and amerihealth.com;
- improving the clarity of medical policy updates.
Thank you to those who participated in the 2015 survey.