2014 CLAIMS SURVEY OF ARIZONA HEALTH CARE COST CONTAINMENT SYSTEM PROVIDERS SURVEY RESULTS

CONTENTS

Survey Overview .................................................................................................................................... 3

Survey Questions .................................................................................................................................... 4

Summary ................................................................................................................................................. 5

Findings ............................................................................................................................................... 6

Survey Questions ............................................................................................................................. 6

Survey Comments............................................................................................................................ 7

Outcome .............................................................................................................................................. 7

Health Plan Specific Results ................................................................................................................. 13

Bridgeway Health Solutions.............................................................................................................. 13

Care1st Health Plan, Arizona ............................................................................................................ 15

Health Choice Arizona ...................................................................................................................... 17

Health Net Access, Inc. ..................................................................................................................... 19

Maricopa Health Plan ........................................................................................................................ 21

Mercy Care Plan ................................................................................................................................ 23

Acute Care ..................................................................................................................................... 23

ALTCS EPD .................................................................................................................................. 25

Phoenix Health Plan .......................................................................................................................... 27

University Family Care ..................................................................................................................... 29

UnitedHealth Care Community Plan................................................................................................. 31

Acute Care ..................................................................................................................................... 31

CRS................................................................................................................................................ 34

ALTCS EPD .................................................................................................................................. 34

The survey was sponsored by AHCCCS, Arizona’s Medicaid program, Division of Health Care Management, Operations Unit.

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Survey Overview

The Arizona Health Care Cost Containment System (AHCCCS) mission and vision are to reach across Arizona to provide comprehensive quality healthcare to those in need while shaping tomorrow’s managed health care from today’s experience, quality and innovation. AHCCCS is dedicated to continuously improving the efficiency and effectiveness of its programs while supporting member choice in the delivery of the highest quality care to its customers.

AHCCCS expects its contracted health plans to implement program innovation and best practices;  continuously  develop  mechanisms  to  reduce  administrative  cost  and  improve program efficiency and provide added value to the program. Health plans are expected to add value to the program by meeting several AHCCCS values, including recognizing that health care providers are an essential partner in the delivery of health care services, and operating the health plan in a manner that is efficient and effective for health care providers as well as the health plan.

As a part of its ongoing monitoring activities of Acute Care, Children’s Rehabilitative Services (CRS), and the Elderly and Physical Disability Program for members of the Arizona Long Term Care System (ALTCS EPD) health plans, AHCCCS conducted a provider survey in October 2014.  The purpose of the survey was to gather feedback from AHCCCS providers contracted with the health plans regarding provider satisfaction with health plans’ claims processing and payment, and customer service.   AHCCCS appreciates providers taking the time to participate in the survey and offering their valuable feedback.

The survey was developed using web-based provider of survey solutions, Survey Monkey.  The survey was made accessible for provider participation via the AHCCCS public website. On October 16, 2014 AHCCCS notified 5632 health plan contracted providers of the survey via email notification. Additionally, throughout the month of October 2014, health plans sent notification of the survey via BlastFax to their contracted provider network. The survey remained available on the AHCCCS website until December 4, 2014.  At that time, the survey link was disabled and resulting data was collected for review by AHCCCS.

Survey responses allow for comparison between health plans and are provided to individual health plans to guide quality improvement activities and will be used by AHCCCS to support ongoing monitoring and quality improvement processes.

This report summarizes the results of the survey specific to the following AHCCCS contracted managed care health plans.

  Bridgeway Health Solutions, LLC
  Care1st Health Plan, Arizona Inc.	  Southwest Catholic Health Network Corporation dba
Mercy Care Plan Affiliate (Acute Care and ALTCS EPD)	
  Health Choice Arizona	  University of Arizona Health Plans, University Family Care	
  Health Net Access, Inc.	  UnitedHealthcare Community Plan EPD	
  Maricopa Health Plan	(Acute Care, CRS, and ALTCS EPD)	
  VHS Phoenix Health Plan, LLC	

Survey Questions

The following questions were asked to obtain information about the type of provider completing the survey:

1.   Enter your Provider Type

2.   Are you contracted with [HEALTH PLAN]?	YES  or  NO

A ‘NO’ selection moves the survey participant to the next health plan name.

Health Plans	
Bridgeway Health Solutions of Arizona	
Care1st Health Plan, Arizona	
Health Choice Arizona	
Health Net of Arizona	
Maricopa Health Plan	
Mercy Care Plan - Acute	
Mercy Care Plan - ALTCS	
Phoenix Health Plan	
UnitedHealthcare Community Plan - Acute	
UnitedHealthcare Community Plan - ALTCS	
UnitedHealthcare Community Plan - CRS	
University Family Care	

The following questions were asked specifically to address claims processing, resolutions of claims issues and Provider and Claims Customer Service performance. If an individual tries to skip the question the following error message displays:   This question requires an answer.

•   How satisfied are you with this Health Plan’s processing of your initial claims?

•   How satisfied are you with this Health Plan’s resolution of your claims issues?

•	How satisfied are you with this Health Plan’s timeliness of resolution of your claims issues?

•   How satisfied are you with this Health Plan’s Claims Customer Service Department?

•   How satisfied are you with this Health Plan’s Provider Services Staff?

•   Comments

The Rating options available for each of the above questions were:

•	Very Satisfied	•	Dissatisfied	
•	Satisfied	•	Very Dissatisfied	

Summary

Survey responses represented various provider types including, but not limited to physician, hospital, emergency room, behavioral health, home health, nursing facility, assisted living, obstetrics, and physical, speech, and occupational therapy. Across all health plans 650 unique providers participated in the survey. The 650 providers only responded to survey questions specific to health plans with which they contract. Therefore, not all 650 unique providers responded to each health plan’s survey. The following table shows the number of contracted survey respondents who completed the survey, by each health plan.

Health Plan	# of Contracted Survey Respondents who Completed the Survey	

Bridgeway Health Solutions of Arizona	
255	

Care1st Health Plan, Arizona	
238	

Health Choice Arizona	
267	

Health Net of Arizona	
299	

Maricopa Health Plan	
140	

Mercy Care Plan - Acute	
270	

Mercy Care Plan - ALTCS	
226	

Phoenix Health Plan	
218	

UnitedHealthcare Community Plan - Acute	
327	

UnitedHealthcare Community Plan - ALTCS	
299	

UnitedHealthcare Community Plan - CRS	
205	

University Family Care	
213	

Findings

Survey Questions

Results  of the survey vary by health  plan.  In  all focus  areas,  the survey results  indicate opportunities for improvement by health plan and overall:

•	Generally providers expressed the most satisfaction with health plan performance with processing of initial claims, Claims Customer Service, and Provider Services Staff.

•	Generally providers expressed the most dissatisfaction with health plan performance with resolution of claims issues and timeliness of resolution of claims issues.

The results for each survey question are provided in the following graphs and are summarized below.

Graph 1:

Survey Question: How satisfied are you with this Health Plan’s processing of your initial claims?

o The range of satisfaction across all health plans is 59.1% to 87.4%.

Graph 2:

Survey Question: How satisfied are you with this Health Plan’s resolution of your claims issues?

o The range of satisfaction across all health plans is 52.9% to 84.0%.

AHCCCS recognizes resolution of claims issues as an opportunity for improvement for health plans.

Graph 3:

Survey Question: How satisfied are you with this Health Plan’s timeliness of resolution of your claims issues?

o The range of satisfaction across all health plans is 50.1% to 79.8%.

AHCCCS recognizes timeliness of resolution of claims issues as an opportunity for improvement for health plans.

Findings Continued

Survey Questions

Graph 4:

Survey Question: How satisfied are you with this Health Plan’s Claims Customer
Service Department?

o The range of satisfaction across all health plans is 59.4% to 86.9%.

Graph 5:

Survey Question: How satisfied are you with this Health Plan’s Provider Services
Staff?

o The range of satisfaction across all health plans is 60.6% to 89.1%.

Survey Comments

The  survey  allowed  respondents  to  submit  comments  which  AHCCCS  collected  and categorized as satisfied or dissatisfied. Comments which did not apply to the survey or the health plan were not considered. AHCCCS recognizes that dissatisfied respondents may be more likely to comment than satisfied individuals. However, of the 728 comments received across all health plans, AHCCCS identified that only 18.3% of all submitted comments indicated provider satisfaction. Health plan specific comments were provided to the individual health plan for review.  Of the 81.7% of dissatisfied comments, responses indicate a desire for health plan improvement in the efficiency and processes for resolution of claims issues, particularly related to timeliness of resolution and subsequent payment.

Outcome

AHCCCS recognizes the need for improvements regarding health plans’ claim processes and expects health plans to strive to enhance processes that result in increased provider satisfaction. AHCCCS will continue to work with the health plans to implement strategies to improve overall efficiency and customer service experience for providers.

How Health Plans Compare

Graph 1

Provider Claims Survey
October 2014

How Satisfied are you with this Health Plan's
Processing of your Initial Claims?

Very Dissatisfied or
Dissatisfied
Very Satisfied or
Satisfied

100.0%
90.0%
80.0%
70.0%
60.0%
50.0%
40.0%
30.0%
20.0%
10.0%
0.0%

12.6%	18.6%	18.9%	19.3%	20.8%

87.4%	81.5%	81.1%	80.8%	79.2%

24.0%	26.7%	30.7%	31.8%	32.9%

76.0%	73.2%	69.3%	68.3%	67.0%

38.0%	40.9%

61.9%	59.1%

How Health Plans Compare

Graph 2

Provider Claims Survey
October 2014

How Satisfied are you with this Health Plan's
Resolution of your Claims Issues?

Very Dissatisfied or
Dissatisfied

Very Satisfied or
Satisfied

100%

80%

16.0%	22.1%	25.9%	26.1%	27.4%	27.7%	28.8%

35.6%	39.5%	40.0%	40.8%	47.1%

60%

40%

20%

84.0%	77.8%	74.0%	73.8%	72.6%	72.3%	71.3%

64.4%	60.6%	60.0%	59.2%	52.9%

0%

How Health Plans Compare

Graph 3

Provider Claims Survey
October 2014

How Satisfied are you with this Health Plan's
Timeliness of Resolution of your Claims Issues?

Very Dissatisfied or
Dissatisfied
Very Satisfied or
Satisfied

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%

20.0%	25.7%	26.1%	26.7%	28.3%	28.6%	31.7%

79.8%	74.3%	73.8%	73.4%	71.7%	71.4%	68.2%

37.5%	40.0%	40.2%	40.9%
49.9%

62.5%	60.0%	59.8%	59.0%
50.1%

How Health Plans Compare

Graph 4

Provider Claims Survey
October 2014

How Satisfied are you with this Health Plan's
Claims Customer Service Department?

Very Dissatisfied or
Dissatisfied

Very Satisfied or Satisfied

100%

80%

13.1%	17.9%	18.6%	21.9%	23.0%	23.4%

29.2%	32.1%	33.4%	33.7%	37.0%	40.7%

60%

40%

20%

86.9%	82.1%	81.4%

78.1%	76.9%	76.5%	70.8%	67.9%	66.6%	66.3%

62.9%	59.4%

0%

How Health Plans Compare

Graph 5

Provider Claims Survey
October 2014

How Satisfied are you with this Health Plan's
Provider Services Staff?

Very Dissatisfied or
Dissatisfied

Very Satisfied or
Satisfied

100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%

10.9%

89.1%

18.6%	20.7%	23.3%	24.0%	23.9%	26.1%

81.5%	79.4%	76.7%	76.0%	76.0%	73.9%

32.5%	33.1%	34.1%	36.1%	39.5%

67.5%	66.9%	65.8%	63.9%	60.6%

Health Plan Specific Results

Bridgeway Health Solutions
Results by Survey Question
AHCCCS expects the health plan to review the following plan specific results, identify any areas for improvement, and develop process improvement strategies. AHCCCS identifies Bridgeway’s processing of initial claims, resolution and timeliness of resolution of claims issues, Claims Customer Service, and Provider Services Staff performance as opportunities for improvement and should be focus areas in its quality improvement plan.

How satisfied are you with this Health Plan's processing of your initial claims?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
14.5%	
37	
Dissatisfied	18.4%	47	
Satisfied	58.0%	148	
Very
Satisfied	
9.0%	
23	
Number of Respondents	255	

How satisfied are you with this Health Plan's resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
14.5%	
37	
Dissatisfied	26.3%	67	
Satisfied	54.9%	140	
Very
Satisfied	
4.3%	
11	
Number of Respondents	255	

Bridgeway Health Solutions
Results by Survey Question Continued

How satisfied are you with this Health Plan's timeliness of resolution of your claims
issues?	

Answer Options	Response
Percent	
Response Count	
Very Dissatisfied	17.3%	44	
Dissatisfied	22.7%	58	
Satisfied	54.5%	139	
Very Satisfied	5.5%	14	
Number of Respondents	255	

How satisfied are you with this Health Plan's Claims Customer Service Department?	

Answer Options	Response
Percent	
Response Count	
Very Dissatisfied	12.5%	32	
Dissatisfied	21.2%	54	
Satisfied	61.2%	156	
Very Satisfied	5.1%	13	
Number of Respondents	255	

How satisfied are you with this Health Plan's Provider Services staff?	

Answer Options	Response
Percent	
Response Count	
Very Dissatisfied	12.9%	33	
Dissatisfied	19.6%	50	
Satisfied	60.0%	153	
Very Satisfied	7.5%	19	
Number of Respondents	255	

Care1st Health Plan, Arizona
Results by Survey Question
AHCCCS expects the health plan to review the following plan specific results, identify any areas for improvement, and develop process improvement strategies.

How satisfied are you with this Health Plan's processing of your initial claims?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
1.7%	
4	
Dissatisfied	10.9%	26	
Satisfied	73.1%	174	
Very
Satisfied	
14.3%	
34	
Number of Respondents	238	

How satisfied are you with this Health Plan's resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
2.1%	
5	
Dissatisfied	13.9%	33	
Satisfied	71.0%	169	
Very
Satisfied	
13.0%	
31	
Number of Respondents	238	

How satisfied are you with this Health Plan's timeliness of resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
5.0%	
12	
Dissatisfied	15.1%	36	
Satisfied	66.8%	159	
Very
Satisfied	
13.0%	
31	
Number of Respondents	238	

Care1st Health Plan, Arizona
Results by Survey Question Continued

How satisfied are you with this Health Plan's Claims Customer Service Department?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
3.4%	
8	
Dissatisfied	9.7%	23	
Satisfied	73.9%	176	
Very
Satisfied	
13.0%	
31	
Number of Respondents	238	

How satisfied are you with this Health Plan's Provider Services Staff?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
2.5%	
6	
Dissatisfied	8.4%	20	
Satisfied	72.3%	172	
Very
Satisfied	
16.8%	
40	
Number of Respondents	238	

Health Choice Arizona
Results by Survey Question
AHCCCS expects the health plan to review the following plan specific results, identify any areas for improvement, and develop process improvement strategies. AHCCCS identifies Health Choice’s processing of initial claims, resolution and timeliness of resolution of claims issues, and Claims Customer Service Staff performance as opportunities for improvement and should be focus areas in its quality improvement plan.

How satisfied are you with this Health Plan's processing of your initial claims?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
8.6%	
23	
Dissatisfied	22.1%	59	
Satisfied	57.7%	154	
Very
Satisfied	
11.6%	
31	
Number of Respondents	267	

How satisfied are you with this Health Plan's resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
10.9%	
29	
Dissatisfied	24.7%	66	
Satisfied	54.3%	145	
Very
Satisfied	
10.1%	
27	
Number of Respondents	267	

Health Choice Arizona
Results by Survey Question Continued

How satisfied are you with this Health Plan's timeliness of resolution of your claims
issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
12.0%	
32	
Dissatisfied	25.5%	68	
Satisfied	53.9%	144	
Very
Satisfied	
8.6%	
23	
Number of Respondents	267	

How satisfied are you with this Health Plan's Claims Customer Service Department?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
9.0%	
24	
Dissatisfied	20.2%	54	
Satisfied	60.7%	162	
Very
Satisfied	
10.1%	
27	
Number of Respondents	267	

How satisfied are you with this Health Plan's Provider Services staff?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
7.1%	
19	
Dissatisfied	16.9%	45	
Satisfied	62.5%	167	
Very
Satisfied	
13.5%	
36	
Number of Respondents	267	

Health Net Access, Inc. Results by Survey Question

AHCCCS expects the health plan to review the following plan specific results, identify any areas for improvement, and develop process improvement strategies. AHCCCS identifies Health Net’s processing of initial claims, resolution and timeliness of resolution of claims issues, Claims Customer Service, and Provider Services Staff performance as opportunities for improvement and should be focus areas in its quality improvement plan.

How satisfied are you with this Health Plan's processing of your initial claims?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
10.0%	
30	
Dissatisfied	16.7%	50	
Satisfied	62.2%	186	
Very
Satisfied	
11.0%	
33	
Number of Respondents	299	

How satisfied are you with this Health Plan's resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
11.7%	
35	
Dissatisfied	17.1%	51	
Satisfied	62.9%	188	
Very
Satisfied	
8.4%	
25	
Number of Respondents	299	

How satisfied are you with this Health Plan's timeliness of resolution of your claims
issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
13.0%	
39	
Dissatisfied	18.7%	56	
Satisfied	60.2%	180	
Very
Satisfied	
8.0%	
24	
Number of Respondents	299	

Health Net Access, Inc.
Results by Survey Question Continued

How satisfied are you with this Health Plan's Claims Customer Service Department?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
13.4%	
40	
Dissatisfied	18.7%	56	
Satisfied	58.5%	175	
Very
Satisfied	
9.4%	
28	
Number of Respondents	299	

How satisfied are you with this Health Plan's Provider Services Staff?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
13.7%	
41	
Dissatisfied	19.4%	58	
Satisfied	58.2%	174	
Very
Satisfied	
8.7%	
26	
Number of Respondents	299	

Maricopa Health Plan
Results by Survey Question

AHCCCS expects the health plan to review the following plan specific results, identify any areas for improvement, and develop process improvement strategies. AHCCCS identifies Maricopa Health Plan’s timeliness of resolution of claim issues as an opportunity for improvement and should be a focus area in its quality improvement plan.

How satisfied are you with this Health Plan's processing of your initial claims?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
5.7%	
8	
Dissatisfied	12.9%	18	
Satisfied	68.6%	96	
Very
Satisfied	
12.9%	
18	
Number of Respondents	140	

How satisfied are you with this Health Plan's resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
7.1%	
10	
Dissatisfied	15.0%	21	
Satisfied	67.1%	94	
Very
Satisfied	
10.7%	
15	
Number of Respondents	140	

How satisfied are you with this Health Plan's timeliness of resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
8.6%	
12	
Dissatisfied	17.1%	24	
Satisfied	62.9%	88	
Very
Satisfied	
11.4%	
16	
Number of Respondents	140	

Maricopa Health Plan
Results by Survey Question Continued

How satisfied are you with this Health Plan's Claims Customer Service Department?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
5.7%	
8	
Dissatisfied	12.9%	18	
Satisfied	70.0%	98	
Very
Satisfied	
11.4%	
16	
Number of Respondents	140	

How satisfied are you with this Health Plan's Provider Services Staff?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
4.3%	
6	
Dissatisfied	14.3%	20	
Satisfied	67.9%	95	
Very
Satisfied	
13.6%	
19	
Number of Respondents	140	

Mercy Care Plan
Results by Survey Question

AHCCCS expects the health plan to review the following plan specific results, identify any areas for improvement, and develop process improvement strategies. AHCCCS identifies Mercy Care Plan’s resolution of claims issues and timeliness of resolution (Acute Care and ALTCS EPD) and Provider Services Staff performance (ALTCS EPD) as opportunities for improvement and should be a focus area in its quality improvement plan.

Acute Care

How satisfied are you with this Health Plan's processing of your initial claims?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
7.0%	
19	
Dissatisfied	11.9%	32	
Satisfied	58.5%	158	
Very
Satisfied	
22.6%	
61	
Number of Respondents	270	

How satisfied are you with this Health Plan's resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
8.5%	
23	
Dissatisfied	17.4%	47	
Satisfied	57.0%	154	
Very
Satisfied	
17.0%	
46	
Number of Respondents	270	

Mercy Care Plan
Results by Survey Question Continued

Acute Care

How satisfied are you with this Health Plan's timeliness of resolution of your claims
issues?	
Answer
Options	
Response Percent	
Response Count		
Very
Dissatisfied	
10.0%	
27		
Dissatisfied	16.7%	45		
Satisfied	55.6%	150		
Very
Satisfied	
17.8%	
48		
	Number of Respondents		270	

How satisfied are you with this Health Plan's Claims Customer Service Department?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
7.8%	
21	
Dissatisfied	14.1%	38	
Satisfied	58.5%	158	
Very
Satisfied	
19.6%	
53	
Number of Respondents	270	

How satisfied are you with this Health Plan's Provider Services Staff?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
8.9%	
24	
Dissatisfied	14.4%	39	
Satisfied	57.8%	156	
Very
Satisfied	
18.9%	
51	
Number of Respondents	270	

Mercy Care Plan
Results by Survey Question

ALTCS EPD
How satisfied are you with this Health Plan's processing of your initial claims?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
7.1%	
16	
Dissatisfied	13.7%	31	
Satisfied	59.7%	135	
Very
Satisfied	
19.5%	
44	
Number of Respondents	226	

How satisfied are you with this Health Plan's resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
8.4%	
19	
Dissatisfied	19.0%	43	
Satisfied	54.0%	122	
Very
Satisfied	
18.6%	
42	
Number of Respondents	226	

How satisfied are you with this Health Plan's timeliness of resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
8.8%	
20	
Dissatisfied	19.5%	44	
Satisfied	54.4%	123	
Very
Satisfied	
17.3%	
39	
Number of Respondents	226	

Mercy Care Plan
Results by Survey Question Continued

ALTCS EPD

How satisfied are you with this Health Plan's Claims Customer Service Department?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
7.5%	
17	
Dissatisfied	15.9%	36	
Satisfied	57.5%	130	
Very
Satisfied	
19.0%	
43	
Number of Respondents	226	

How satisfied are you with this Health Plan's Provider Services Staff?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
9.3%	
21	
Dissatisfied	16.8%	38	
Satisfied	51.8%	117	
Very
Satisfied	
22.1%	
50	
Number of Respondents	226	

Phoenix Health Plan
Results by Survey Question

AHCCCS expects the health plan to review the following plan specific results, identify any areas for improvement, and develop process improvement strategies. AHCCCS identifies Phoenix Health Plan’s resolution of claims issues and timeliness of resolution as opportunities for improvement and should be a focus area in its quality improvement plan.

How satisfied are you with this Health Plan's processing of your initial claims?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
6.9%	
15	
Dissatisfied	12.4%	27	
Satisfied	69.3%	151	
Very Satisfied	11.5%	25	
Number of Respondents	218	

How satisfied are you with this Health Plan's resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
6.4%	
14	
Dissatisfied	19.7%	43	
Satisfied	64.2%	140	
Very
Satisfied	
9.6%	
21	
Number of Respondents	218	

How satisfied are you with this Health Plan's timeliness of resolution of your claims
issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
7.3%	
16	
Dissatisfied	18.8%	41	
Satisfied	65.1%	142	
Very
Satisfied	
8.7%	
19	
Number of Respondents	218	

Phoenix Health Plan
Results by Survey Question Continued

How satisfied are you with this Health Plan's Claims Customer Service Department?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
6.9%	
15	
Dissatisfied	11.0%	24	
Satisfied	68.3%	149	
Very
Satisfied	
13.8%	
30	
Number of Respondents	218	

How satisfied are you with this Health Plan's Provider Services Staff?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
6.9%	
15	
Dissatisfied	13.8%	30	
Satisfied	67.0%	146	
Very
Satisfied	
12.4%	
27	
Number of Respondents	218	

University Family Care
Results by Survey Question

AHCCCS expects the health plan to review the following plan specific results, identify any areas for improvement, and develop process improvement strategies. AHCCCS identifies University Family Care’s resolution of claims issues and timeliness of resolution as opportunities for improvement and should be a focus area in its quality improvement plan.

How satisfied are you with this Health Plan's processing of your initial claims?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
12.7%	
27	
Dissatisfied	11.3%	24	
Satisfied	62.9%	134	
Very Satisfied	13.1%	28	
Number of Respondents	213	

How satisfied are you with this Health Plan's resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
13.1%	
28	
Dissatisfied	14.6%	31	
Satisfied	60.1%	128	
Very Satisfied	12.2%	26	
Number of Respondents	213	

How satisfied are you with this Health Plan's timeliness of resolution of your claims
issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
13.1%	
28	
Dissatisfied	15.5%	33	
Satisfied	59.2%	126	
Very Satisfied	12.2%	26	
Number of Respondents	213	

University Family Care
Results by Survey Question Continued

How satisfied are you with this Health Plan's Claims Customer Service Department?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
10.8%	
23	
Dissatisfied	12.2%	26	
Satisfied	63.8%	136	
Very
Satisfied	
13.1%	
28	
Number of Respondents	213	

How satisfied are you with this Health Plan's Provider Services Staff?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
12.2%	
26	
Dissatisfied	11.7%	25	
Satisfied	61.0%	130	
Very
Satisfied	
15.0%	
32	
Number of Respondents	213	

UnitedHealth Care Community Plan
Results by Survey Question

AHCCCS expects the health plan to review the following plan specific results, identify any areas for improvement, and develop process improvement strategies. AHCCCS identifies UnitedHealthcare Community Plan’s processing of initial claims, resolution and timeliness of resolution of claims issues, Claims Customer Service and Provider Services Staff performance for  all  lines  of  business  (Acute  Care,  CRS,  and  ALTCS  EPD)  as  opportunities  for improvement and should be focus areas in its quality improvement plan.

Acute Care

How satisfied are you with this Health Plan's processing of your initial claims?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
17.4%	
57	
Dissatisfied	23.5%	77	
Satisfied	50.5%	165	
Very
Satisfied	
8.6%	
28	
Number of Respondents	327	

How satisfied are you with this Health Plan's resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
23.9%	
78	
Dissatisfied	23.2%	76	
Satisfied	46.5%	152	
Very
Satisfied	
6.4%	
21	
Number of Respondents	327	

UnitedHealth Care Community Plan
Results by Survey Question Continued

Acute Care
How satisfied are you with this Health Plan's timeliness of resolution of your claims
issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
24.8%	
81	
Dissatisfied	25.1%	82	
Satisfied	43.1%	141	
Very Satisfied	7.0%	23	
Number of Respondents	327	

How satisfied are you with this Health Plan's Claims Customer Service Department?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
19.6%	
64	
Dissatisfied	21.1%	69	
Satisfied	51.4%	168	
Very Satisfied	8.0%	26	
Number of Respondents	327	

How satisfied are you with this Health Plan's Provider Services staff?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
20.2%	
66	
Dissatisfied	19.3%	63	
Satisfied	52.0%	170	
Very Satisfied	8.6%	28	
Number of Respondents	327	

UnitedHealth Care Community Plan
Results by Survey Question Continued

CRS

How satisfied are you with this Health Plan's processing of your initial claims?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
15.1%	
31	
Dissatisfied	22.9%	47	
Satisfied	55.1%	113	
Very
Satisfied	
6.8%	
14	
Number of Respondents	205	

How satisfied are you with this Health Plan's resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
18.5%	
38	
Dissatisfied	21.5%	44	
Satisfied	53.2%	109	
Very
Satisfied	
6.8%	
14	
Number of Respondents	205	

How satisfied are you with this Health Plan's timeliness of resolution of your claims
issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
18.0%	
37	
Dissatisfied	22.9%	47	
Satisfied	52.7%	108	
Very
Satisfied	
6.3%	
13	
Number of Respondents	205	

UnitedHealth Care Community Plan
Results by Survey Question Continued

CRS

How satisfied are you with this Health Plan's Claims Customer Service Department?	

Answer Options	
Response Percent	
Response Count	
Very Dissatisfied	19.0%	39	
Dissatisfied	18.0%	37	
Satisfied	55.6%	114	
Very Satisfied	7.3%	15	
Number of Respondents	205	

How satisfied are you with this Health Plan's Provider Services staff?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
18.5%	
38	
Dissatisfied	17.6%	36	
Satisfied	56.1%	115	
Very
Satisfied	
7.8%	
16	
Number of Respondents	205	

ALTCS EPD

How satisfied are you with this Health Plan's processing of your initial claims?	
Answer
Options	
Response Percent	
Response Count		
Very
Dissatisfied	
13.7%	
41		
Dissatisfied	18.1%	54		
Satisfied	55.9%	167		
Very
Satisfied	
12.4%	
37		
	Number of Respondents		299	

UnitedHealth Care Community Plan
Results by Survey Question Continued

ALTCS EPD

How satisfied are you with this Health Plan's resolution of your claims issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
16.1%	
48	
Dissatisfied	23.4%	70	
Satisfied	51.2%	153	
Very Satisfied	9.4%	28	
Number of Respondents	299	

How satisfied are you with this Health Plan's timeliness of resolution of your claims
issues?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
17.1%	
51	
Dissatisfied	23.1%	69	
Satisfied	50.8%	152	
Very Satisfied	9.0%	27	
Number of Respondents	299	

How satisfied are you with this Health Plan's Claims Customer Service Department?	
Answer
Options	
Response Percent	
Response Count	
Very
Dissatisfied	
13.0%	
39	
Dissatisfied	20.4%	61	
Satisfied	54.2%	162	
Very Satisfied	12.4%	37	
Number of Respondents	299