How Often Do Providers Use The Web Portal? What Do Providers Use The Web Portal For?

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Neal Stone
5 years ago
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2 How Often Do Providers Use The Web Portal? Not at all, 26% Daily, Rarely, 6% Monthly, 4% Weekly, 14% What Do Providers Use The Web Portal For? 7 63% 52% 47% 49% 35% 36% Check member eligibility Submit or check status of claims Submit or check status of referrals Submit or check status of prior authorizations Keep up-todate on policy updates Check policy manuals

3 Half Of Providers Agreed It Was Easy To Submit Claims Via The GHP Web Portal Strongly Agree, 15% 18% Disagree, 14% Agree, 35% Disagree, 18% More Than Half Of Providers Agreed It Was Easy To Find A Provider For Referral Or Authorization Purposes Strongly Agree, 16% Disagree, 13% Agree, 38% Disagree, 24%

4 More Than Half Of Providers Agreed It Was Easy To Generate A Referral Request Strongly Agree, 22% Disagree, 11% Disagree, 23% Agree, 34% Most Providers Agreed It Was Easy To Utilize The Message Center 8% Strongly Agree, 26% Disagree, 8% Disagree, 16% Agree, 42%

5 Less Than Half Of Providers Agreed That Communications Sent To The GHP "Contact Us" Via The Web Portal Were Answered In A Timely Manner Strongly Agree, 12% 23% Agree, 28% Disagree, 19% Disagree, 18% Almost Half Of Providers Were Satisfied Overall With The Business Functions Supported By The GHP Web Portal Strongly Agree, 12% 14% Disagree, 16% Agree, 36% Disagree, 21%

6 Most Providers Agreed It Was Easy To Use The GHP Web Portal Strongly Agree, 17% 11% Disagree, 12% Disagree, 14% Agree, 46% Reasons Why Providers Did Not Use The GHP Web Portal 38% 35% 31% 28% 25% 15% 15% 5% We do not have access to the internet We would rather speak to a customer service representative We find it difficult to use We experienced technical difficulty We need training on the internet or the GHP website

7 How Often Do Providers Use The GHP IVR System? Not at all, 26% Daily, 25% Rarely, 18% Weekly, 25% Monthly, 6% GHP IVR Functions Providers Use % 56% 35% 28% 27% Check member eligibility Check claim status Check Electronic Funds Transfer status Submit or check status of referrals Submit or check status of prior authorizations

8 Most Providers Agree They Are Satisfied With The Business Functions Supported By The GHP IVR System Strongly Agree, 13% 6% Disagree, 12% Disagree, 25% Agree, 44% Most Providers Agreed The GHP IVR System Was Easy To Use Strongly Agree, 4% Disagree, 9% Disagree, 17% Agree,

9 Reasons Why Providers Did Not Use The GHP IVR System 48% 13% We need more instruction on how to perform the functions We would rather speak to a customer service representative We would rather use the GHP web portal We find it difficult to use Percent Of Providers Who Said Customer Service Usually Or Always Answered Their Calls Quickly 47% 44% 42% 38% 46% 48% 39% 41%

10 Percent Of Providers Who Said Customer Service Usually Or Always Provided The Information Needed 7 56% 41% 58% 62% 49% 54% 42% Percent Of Providers Who Said It Was Usually Or Always Easy To Obtain A Prior Authorization 7 54% 62% 61% 53% 57% 45% 42% 27% 19%

11 Percent Of Providers Who Said The Customer Service Representative Was Usually Or Always Courteous % 64% 69% 82% 8 77% 78% 56% 56% Percent Of Providers Who Said Their Complaint Was Usually Or Always Handled In A Timely Manner 51% 33% 34% 39% 53% 46% 45% 41% 16%

12 Percent Of Providers Who Said They Were Usually Or Always Satisfied With The Service They Received From The Customer Service Center 7 66% 56% 46% 47% 53% 53% 49% 26% Percent Of Providers Who Agreed Or Strongly Agreed They Knew Their Customer Service Representative % 54% 47% 32% 27% 29% 39% 44% 35%

13 Percent Of Providers Who Agreed Or Strongly Agreed That Their Field Representative Responds To Questions In A Timely Manner 36% 42% 38% 51% 43% 47% 34% 29% 27% Percent Of Providers Who Agreed Or Strongly Agreed That Their Field Representative Answered Questions Accurately 57% 54% 35% 41% 32% 46% 49% 44%

14 Percent Of Providers Who Agreed Or Strongly Agreed That The Information Conveyed During the Provider Training in 2003 Was Accurate % 56% 47% 69% 56% 61% 32% 37% Percent Of Providers Who Agreed Or Strongly Agreed That The ID Cards Were Easy to Use % 68% 69% 78% 74% 86% 71% 82% 73%

15 Percent Of Providers Who Agreed Or Strongly Agreed That The Information Printed On The ID Cards Is Useful % 79% 78% 59% 71% 87% 69% 84% 76% Percent Of Providers Who Agreed Or Strongly Agreed That Claims Were Processed In A Timely Manner % % 62% 37% 47% 39% 46%

16 Percent of Providers Who Said Claims Were Usually Or Always Processed Accurately % 7 67% 58% 52% 56% 38% 33% 36% 25% Most Providers Said It Was Usually Or Always Easy To Submit Claims Via WINASAP2000 Never, 14% Always, 32% Rarely, 5% Sometimes, 19% Usually,

17 Percent of Providers Who Were Usually Or Always Satisfied With Options For Claims Submission % 7 64% 63% 63% 68% 67% 63% 65% 59% Percent Of Providers Who Were Usually Or Always Satisfied With Overall Claims Processing % 7 59% 63% 54% 58% 34% 45% 41% 43%

Watertown Municipal Utilities 2017 Customer Service Survey Results October 30, 2017

Watertown Municipal Utilities 2017 Customer Service Survey Results October 30, 2017 Watertown Municipal Utilities 2017 Customer Survey Results Summary 10/30/17 A total of 14,070 surveys were sent out and