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July 2014

We heard from hospitals in recent survey

Blue Cross Blue Shield of Michigan recently released the results of a survey of hospital patient account managers and directors from acute care facilities in Michigan.

BCBSM commissioned an independent research firm to conduct the survey in November 2013 to assess our performance. Here are key findings:

  • Overall, seven in 10 hospitals are satisfied with BCBSM and nearly nine in 10 agree that BCBSM is the leader in improving health and health care in Michigan.
  • BCBSM provider consultants continue to be highly valued and significantly outperform competitors. Satisfaction with the service and accessibility of provider consultants increased significantly compared to prior survey results. See chart below for additional details.
  • Areas of concern included BlueCard® claims and inquiries, web-DENIS functionality and the more timely resolution and payment accuracy of complex or non-routine claims.

We appreciate the feedback we received from the 72 hospital administrators who completed the survey and are working to address your concerns and make it easier for you to do business with us. If you have any additional problems or concerns, please contact your provider consultant.

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**This refers to respondents who selected “satisfied” or “very satisfied” on survey questions.

No portion of this publication may be copied without the express written permission of Blue Cross Blue Shield of Michigan, except that BCBSM participating health care providers may make copies for their personal use. In no event may any portion of this publication be copied or reprinted and used for commercial purposes by any party other than BCBSM.

*CPT codes, descriptions and two-digit numeric modifiers only are copyright 2013 American Medical Association. All rights reserved.
Blue Cross Blue Shield of Michigan and Blue Care Network are nonprofit corporations and
independent licensees of the Blue Cross and Blue Shield Association.