Please provide…^*

1. Is the wait time for getting your calls answered minimal?^*

2. Are you able to reach your desired party?^*

3. Is the Receptionist professional & courteous?^*

4. Is your hold time minimal?^*

5. How would you rate your overall experience with the Receptionist?^*

1. How quickly can you reach a representative?^*

2. Is the representative able to resolve your issues?^*

3. Are you satisfied with Member Services ability to fully resolve the members issue?^*

4. Are you satisfied with your overall interaction with Member Services?^*

5. Are you satisfied with the direction Member Services gives the members?^*

6. Are you satisfied with the direction Member Services gives your office staff?^*

7. Are your calls returned timely?^*

8. How would you rate your overall experience with Member Services?^*

1. Have you reached out Marketing for advertising/promoting your practice?^*

2. How do you feel about the overall advertising for the Medical Group? ^*

3. Are you aware of all the benefits for your senior patients? (Senior Kicks Club, Fit Lab, Senior Resource Center, etc.)^*

4. Are you utilizing the Patient Point monitors/Exam Room devices?^*

5. How would you rate your overall experience with the Marketing Department?^*

1. Are you satisfied with the CM staff when clinical assistance is necessary?^*

2. Are you given frequent updates on your members in Case Managment?^*

3. Is the CM Staff able to assist you effectively?^*

4. Is correspondence is timely and relevant to your member’s issues?^*

5. Are you made aware of members being hospitalized timely?^*

6. Are you forwarded hospital records prior the the members follow up appointment?^*

7. Are you made aware of transitions of care for your members?^*

8. How would you rate your overall experience with CM?^*

1. Does the UM Staff demonstrate respect and professionalism?^*

2. Does the UM staff provides assistance in a timely manner?^*

3. Is the UM Staff able to assist you with complex problems?^*

4. Is your overall authorizations process experience more effective with EZ-NET?^*

5. Does the Medical Director respond to your Peer to Peer review request?^*

6. Are you satisfied with the authorization process?^*

7. Are you satisfied with the specialist access?^*

8. Are you satisfied with the overall direction given by UM Management?^*

9. Are your calls returned timely?^*

10. How would you rate your overall experience with the UM department?^*

1. Do you understand the denial process? ^*

2. Are the denial reasons easy to understand?^*

3. Are your questions answered timely?^*

4. Are you given adequate direction to serve your office needs for QM issues?^*

5. Are you adequately directed on how to respond to appeals and grievances?^*

6. Are you satisfied with the level of expertise of the QM staff?^*

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

2. Staff provides assistance in a timely manner?^*

3. Fee-for-service claims are processed timely.^*

4. Calls are returned in a timely manner.^*

5. Are you satisfied with the level of expertise of the Claims staff?^*

1. PCP meetings are informational & relevant to your practice?^*

2. Provider Specialty Network is to your satisfaction?^*

3. Administrative Staff is able to answer your questions or concerns?^*

4. Are you able to reach your desired party when calling?^*

5. Are your calls returned in a timely manner?^*

6. Are you satisfied with the level of expertise of the Administration Staff?^*

1. Staff demonstrates a high level of respect and professionalism?^*

2. Were you given adequate support during the transition to the new system?^*

3. Is the IT Staff able to answer your questions or concerns?^*

4. Are you able to reach your desired party when calling?^*

5. Are your calls returned in a timely manner?^*

6. Are you satisfied with the level of expertise of the IT Staff?^*

Did your office staff participate in the Office Manager & staff meetings?^*

If your office ‘does not’ participate – please explain Why?^*

Did your office staff receive relevant information from these meeting?^*

What is your primary method of communication to the Administrative Offices?^*