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July 2014

We heard from physician office staff in recent survey

Blue Cross Blue Shield of Michigan recently released the results of a survey of physician office staff about their interactions and experiences with us.

An independent research firm conducted the survey by mail and online in November 2013. A total of 1,727 physician office staff and billing managers responded. Here are key findings:

  • Nearly eight in 10 physician offices are satisfied with BCBSM overall and with the ease of doing business with BCBSM. And about the same number consider BCBSM to be better overall compared to other insurance plans. See chart below.
  • Overall satisfaction with provider consultants increased significantly from the prior survey period. Satisfaction with other areas of the business, including Medicare Advantage service and CAREN, increased as well.
  • 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.

As always, we appreciate your feedback and are working to address your concerns and make it easier 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.