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Provider Satisfaction Survey

Date: 07/23/24

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 2023 Superior Provider Satisfaction Survey and the 2022 Press Ganey Aggregate Book of Business (BoB):

  • Superior scored in the 54th percentile Medicaid benchmark, with a 68.8% overall satisfaction rate.
  • The survey also scored the Health Plan Call Center Service Staff area in the 64th percentile.
  • In total, Superior had 24 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:

  • Internal changes and audits to improve data accuracy of our Provider Directory.
  • Increasing provider engagement and education through our Provider Advisory Group meetings.
  • Providing education and recommendations to help decrease denials due to lack of essential information.
  • Increasing the educational content shared within Superior’s Provider Newsflash (e-newsletter) to include more topics and resources.
  • Distributing monthly Regional Satisfaction Surveys to providers and monitoring their feedback to maintain a rating of 4 out of 5.
  • Enhancing our participating provider process to automate claim adjustments for Ambetter from Superior HealthPlan to improve timely resolution.

Superior’s 2024 Provider Satisfaction Survey will be fielded at the end of summer and will be administered by mail, telephone and email. Keep an eye out for our “Save the Date” notifications. Your feedback in critical to our ability to improve your experience. We appreciate your responsiveness to completing the survey.

For more information regarding provider satisfaction initiatives, to request a copy of Superior’s 2023 Provider Satisfaction Survey results, or to submit recommendations for improvement,  please contact your local Account Manager. To access their contact information visit Find My Account Manager.