As part of our commitment to provider connection, Independence has held
provider engagement forums at our Center City Philadelphia campus on a variety
of topics including communications, demographics, and the provider network
service experience.
Hundreds of attendees, representing a cross-section of network providers and
billing agencies, have taken part in our Provider Engagement Forums since they
began last year. We are pleased to share the changes we’ve implemented
based on feedback from the providers who attended our spring session on the
provider network service experience.
You spoke, we listened
We collected providers’ feedback at each session this spring, collated
it, and identified several common themes. We then determined key areas of focus
for immediate action and others to research and develop long-term plans for
improvement.
Provider Call Center
- Wait time. We have added capability to deploy a front-end
message to make the caller aware of anticipated wait times. If the hold times
in the queues for claims, benefits, and eligibility are longer than expected,
the caller will hear a message with an approximate wait time.
- Claims training. The team is assessing knowledge gaps and
developing action plans for additional claims training for call center
representatives.
- Surveys. We will send out quick email surveys on a
periodic basis to our network to maintain a pulse on your overall experience
and to obtain feedback as we implement enhancements – your response is
important!
- Self-service requirements. We’re revisiting our
self-service requirements and associated workflow and will implement retraining
of call center representatives.
Claim investigations
- Quality. We will be enhancing quality review of claim
investigation responses to improve response language.
- Support. We will implement enhanced support for claim
investigations requiring further review.
Provider Network Services
- Staff. We are in the process of adding and training new
staff to assist with handling provider issues in a timely manner.
- Workflow. We are assessing current workflows within our
provider relations team to mitigate process gaps and ensure work is routed
appropriately for handling.
- Follow-ups. We are reviewing follow-up procedures to
ensure providers receive periodic status updates for all outstanding
issues.
We hope that these measures result in a better experience for you, our
providers.