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Superior's 2021 Provider Satisfaction Survey

Date: 08/02/21

In order to ensure the needs of network providers are being met, Superior HealthPlan 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. In 2020, Superior scored in the 93rd percentile Medicaid benchmark, with 78% overall satisfaction rate. In addition, Superior’s 2020 survey results showed an increase in five composite areas, the biggest increase being 5 percentage points for Superior Finance/Claims processing.

Superior has a work group led by our Customer Experience team to implement and monitor strategic improvement initiatives, including but not limited to:

  • Supporting providers in their use of the Secure Provider Portal for authorization issues.
  • Exploring opportunities where prior authorization may be used more efficiently.
  • Improving Call Center staff training, aimed at increasing first call resolution and staff retention.
  • Refining claims processing accuracy by identifying an issue’s root cause and working cross-functionally to resolve it, as well as implementing a new level of review prior to claims finalization. 

Superior’s 2021 Provider Satisfaction Survey has just recently completed fielding. We appreciate your responsiveness to completing the survey, and will provide results on the 2021 survey soon.

For more information regarding provider satisfaction initiatives, to request a copy of Superior’s 2020 Provider Satisfaction Survey results, or to submit recommendations for improvement, please reach out to your dedicated Account Manager.