RBHA Provider Survey 2016 1 Reaching across Arizona to provide comprehensive quality health care for those in need RBHA Provider Survey 2 Reaching across Arizona to provide comprehensive quality health care for those in need ID: 718722
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OPERATIONS UPDATE
AHCCCS RBHA Provider Survey 2016
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Reaching across Arizona to provide comprehensive
quality health care for those in needSlide2
RBHA Provider Survey
2Reaching across Arizona to provide comprehensive quality health care for those in need
Survey
was developed using web-based provider of survey solutions,
Survey
Monkey
Survey
for
all RBHA contracted providers
RBHAs disseminated survey to providers. Also available
on
the AHCCCS website 10/1/16
–
10/31/16Slide3
Survey Questions
How satisfied are you with this RBHAs processing of your initial claims? How satisfied are you with this RBHAs resolution of your claims issues?
How satisfied are you with this RBHAs timeliness of resolution of your claims issues?
How satisfied are you with this RBHAs
claims customer service
department
?
How satisfied are you with this RBHAs
provider services
staff?How satisfied are you with this RBHAs credentialing process?
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Reaching across Arizona to provide comprehensive
quality health care for those in needSlide4
Survey Response
AHCCCS received a total of 308 responses:
4Reaching across Arizona to provide comprehensive
quality health care for those in need
RBHA
# of Contracted Survey Respondents who Completed the Survey
Mercy Maricopa Integrated Care
113
Cenpatico Integrated Care
122
Health Choice Integrated Care
73Slide5
How RBHAs Compare
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quality health care for those in needSlide6
How RBHAs Compare
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quality health care for those in needSlide7
How RBHAs Compare
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quality health care for those in needSlide8
How RBHAs Compare
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quality health care for those in needSlide9
How RBHAs Compare
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How RBHAs Compare
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Most satisfaction RBHA performance with
processing of initial claims
and
p
rovider
s
ervices staff
.
Most dissatisfaction RBHA performance
with resolution of claims issues,
timeliness of resolution of claims
issues
and
credentialing.
Comments
105
total
comments
across
all
RBHAs
Provider satisfaction –
2016: 30.1%
Provider
dissatisfaction –
2016: 69.9%
Dissatisfied responses
indicate
a desire for RBHA improvement in the efficiency and
responsiveness of
resolution of claims issues, particularly related to timeliness of resolution, subsequent
payment,
and efficient and responsive customer service.
Overall Findings
Reaching across Arizona to provide comprehensive
quality health care for those in needSlide12
Follow-up Actions & Expectations
RBHAsDiscuss the survey results at your
Quarterly Health Plan Update meeting with the Director.Planned course of action to address needed improvements
Strengths
and challenges
Correlation
of implemented strategies to results
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Follow-up Actions & Expectations
AHCCCSSurvey Report posted to the AHCCCS web in February / March 2017
Individual RBHA reports to be issued to RBHAs three weeks prior to Quarterly Health Plan Update meeting with AHCCCS Director.
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Reaching across Arizona to provide comprehensive
quality health care for those in needSlide14
Questions?
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