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Provider Satisfaction Survey

Date: 08/04/22

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.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 2021, Superior scored in the 58th percentile Medicaid benchmark, with 72% overall satisfaction rate. In addition, Superior’s 2021 survey scored the Finance/Claims Processing area in the 79th percentile per the 2020 SPH Medicaid Book of Business (BoB). Other high scoring sub measures (i.e., scoring equal to or above the 50th percentile per the 2020 SPH Medicaid BoB) showed providers favored the obtaining authorization process, the timeliness and accuracy of claims processing, and the ease of reaching health plan call center, just to name a few. In total, Superior had 11 sub measures that the plan scored at or above the 50th percentile.

Superior’s Provider Satisfaction Survey Task Force helps to implement and monitor strategic improvement initiatives. Some of these initiatives include:

  • Improving call center Average Hold Times (AHT) from 12:30 by 3%. The December 2021 AHT was 11:26.
  • Increase provider engagement and education by having them attend the Provider Advisory Group meetings. The goal is 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.
  • Creation of PODs based on provider specialty to capitalize on strengths and resources. The PODs are LTSS, Nursing Facilities, Hospital, and BH facilities. Each POD rating increased from the previous year.

Superior’s 2022 Provider Satisfaction Survey has just recently completed fielding. 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.