The Connection OnlineSM
February 2010
Satisfaction with the BlueCard® Program increases
2009 survey results
Results from the 2009 BlueCard Customer Satisfaction Survey indicate an overall increase in satisfaction with claims accuracy, timeliness and resolution (compared to 2008 results).
In addition, respondents indicated the following improvements related to claims resolution:
- The proportion of provider office staff reporting successful first call resolution increased slightly.
- The number of provider office staff reporting frequent or occasional problems in key claims processing areas decreased.
We are pleased that our providers have experienced overall improvements related to out-of-area members.
Surveys continue this year
Surveys are being conducted this spring and summer. Your feedback is important to us. If your office is contacted, we encourage you to participate.
We have contracted with Synovate, an independent research vendor, to conduct phone interviews on our behalf. Synovate representatives will ask to speak to office staff with the most knowledge regarding BlueCard claims filing or billing. Please inform the appropriate staff to expect to be contacted by our vendor.