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Provider Satisfaction Survey

Date: 07/31/23

In order to ensure the needs of network providers are being met, Superior conducts an annual Provider Satisfaction Survey. We value our partnerships with providers, and the feedback from this survey helps to identify strengths and areas for improvement to increase overall provider satisfaction.

The Provider Satisfaction Survey gathers feedback in the following composite areas:

  • Account Management
  • Call Center Service Staff
  • Finance/Claims Processing
  • Overall Satisfaction with Superior
  • Pharmacy
  • Rating Superior (in comparison to all other health plans)
  • Superior Network/Coordination of Care
  • Utilization and Quality Management

Superior continuously works to improve our services and the provider experience. Based on the 2022 Superior Provider Satisfaction Survey and the 2021 SPH Medicaid Book of Business (BoB), Superior scored in the 57th percentile Medicaid benchmark, with a 70.3% overall satisfaction rate. The survey also scored the Health Plan Call Center Service Staff area in the 62nd percentile. In total, Superior had 23 sub measures that the plan scored at or above the 50th percentile. Some of the other high scoring sub measures (i.e., scoring equal to or above the 50th percentile) included the process for obtaining an authorization, the timeliness and accuracy of claims processing and the ease of reaching health plan call center, just to name a few.

To help implement and monitor strategic improvement initiatives based on the survey results, Superior has a Provider Satisfaction Task Force. Some initiatives the task force has helped implement include, but are  not limited to:

  • Focusing call center staff on first call resolution to reduce number of call backs. Successfully resolving calls on first contact at rate of 96.54%.
  • Increasing provider engagement and education by having them attend the Provider Advisory Group meetings. Prior Auth staff, in addition to Account Managers, attend to provide education and recommendations to help decrease denials due to lack of essential information.
  • Distributing monthly Regional Satisfaction Surveys to providers and monitoring their feedback. The goal is to maintain a rating of 4.0 out of 5.
  • Creating Peer Operational Divisions (PODs) based on provider specialty to capitalize on strengths and resources. The PODs are Long Term Services and Supports (LTSS), Nursing Facilities, Hospital, and Behavioral Health providers.

Superior’s 2023 Provider Satisfaction Survey will be fielded in mid-August and will be administered by mail, telephone and online via email. We appreciate your responsiveness to completing the survey.

For more information regarding provider satisfaction initiatives, to request a copy of Superior’s 2022 Provider Satisfaction Survey results, or to submit recommendations for improvement, please reach out to your dedicated Account Manager.