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May 2016

Surveys show satisfaction with Blue Cross stays about the same

Overall satisfaction with Blue Cross Blue Shield of Michigan remains about the same as it was in 2013, according to the recently released results of the 2015 Physician Office Staff Satisfaction Study and the Hospital Patient Account Manager Satisfaction Study.

The physician office staff survey was conducted in November 2015, while the hospital survey was conducted from Oct. 26 through Dec. 16, 2015. An independent research firm, DSS Research, administered the surveys.

Here are highlights of the survey findings:

Physician staff

  • Overall satisfaction with Blue Cross (77 percent) is on par with 2013 levels, but trails Priority Health and Medicare.
  • Satisfaction with web-DENIS has improved significantly from 2013 (from 64 percent to 68 percent). Satisfaction with ease of submitting BlueCard® claims also improved.
  • Blue Cross has improved its score for resolving major claims accurately within 30 days but still lags behind HAP, Medicare and Priority Health.

Hospital administrators

  • There has been directional improvement in overall satisfaction since 2013.
  • At least three-quarters of hospital administrators are satisfied with the overall quality of service, the ease of doing business and their overall relationship with Blue Cross.
  • There was directional improvement for Blue Care Network overall, from 57 percent to 67 percent.

Challenges to address
The surveys showed we have work to do in the following areas:

  • Ease of reaching Provider Inquiry representatives by phone
  • Ease of understanding payment rules
  • Ease of resubmitting problem claims, accuracy of payment and timeliness of payments
  • Accuracy of BlueCard claims payments
  • Access to and experience with provider consultants

As we develop initiatives to improve provider satisfaction with Blue Cross, we’ll share details in The Record.

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 2015 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.