Providers rate online tools in recent survey

We recently conducted a survey as part of an effort to improve online tools for health care providers. Results highlighted the many features you like as well as suggested improvements.

Here’s what providers said they like about our secure provider website:

• There are minimum system outages.
• Providers receive adequate web support.
• Providers like that they:
• Only need a name and date of birth for a member search in web-DENIS
• Can access coordination of benefit information
• Can check claim status for dependents
• Can obtain claim status information
• Have access to our electronic referral and authorization system

Room for improvement
Survey respondents identified opportunities to improve our provider web tools. Specifically, respondents said they want:

• The ability to check referral and authorization requirements by patient at a CPT code level
• Consistent benefit and eligibility functionality across all product lines
• Access to a graphic of a real patient ID card (both front and back)
• Benefit Explainer to be easier to use
• An accumulator for counting patient visits for services with limits
• A search function for content on the website
• An automated claims appeal process
• The ability to scan and upload documents when needed

Next steps
We’re exploring options for improving our provider web tools while keeping the features you like. We hope to announce improvements in a future issue of this newsletter. Stay tuned.

How we conducted the survey
We conducted an online survey in September 2019 with follow-up interviews by an outside research firm. We targeted physicians and office and hospital staff members responsible for obtaining patient information from our website. A total of 159 people responded; 27 participated in an in-depth interview.