Florida MGMA Collaborative Payer Survey

The Florida MGMA Collaborative Committee is conducting this survey to determine group practice professionals' attitudes about payer interactions. This survey will be used by the committee to identify "Pain Points" from which we can work closely with these payers to hopefully resolve. We greatly appreciate your participation.

Payers:

 Aetna  United Healthcare

 CIGNA  Medicaid / HP

 Florida Blue  Medicare / First Coast

 Humana

On a scale of 1 to 5, 5 being most satisfied, rate your experience with the payers: (If you do not deal with a specific payer, or those particular services, please leave the rating blank)

Credentialing

Question Title

* 1. For new practices, how satisfied are you with your ability to establish a contractual relationship with the payer?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Tell us about your experience

Question Title

* 2. If you are an Advanced Practice Practitioner (APP) or you employ an APP, how satisfied are you with your ability to credential/contract as an APP with the payer?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Tell us about your experience

Question Title

* 3. How satisfied are you with the provider credentialing process?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Comments

Communication

Question Title

* 4. How satisfied are you with the amount of time it takes the payer to respond to your questions?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Comments

Question Title

* 5. How satisfied are you with the accuracy and consistency of the payer's responses to your questions?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Comments

Contracting

Question Title

* 6. How much leverage does your practice have during the contract negotiation process?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Tell us about your experience

Question Title

* 7. How satisfied are you that the payer conducts 2-way, good-faith negotiations during the contracting process?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Tell us about your experience

Question Title

* 8. How satisfied are you with the process for obtaining a copy of the fee schedule used to reimburse your practice under the terms of your contract?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Comments

Question Title

* 9. If you are a contracted Advanced Practice Practitioner (APP) or you employ an already contracted/credentialed APP, how satisfied are you with the payer’s reimbursement level?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Tell us about your experience

Administrative Simplification and Resources

Question Title

* 10. How satisfied are you with the payer’s authorization process?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Tell us about your experience:

Question Title

* 11. How satisfied are you with the payer’s provider portal and online tools available through the portal?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Please provide specific examples

Question Title

* 12. How satisfied are you with the promptness of claims payments?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Comments

Question Title

* 13. How satisfied are you with the claims appeals process?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Comments

Question Title

* 14. How satisfied are you with the adequacy of the payer’s specialty and ancillary network?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Comments

Payment Policies

Question Title

* 15. How satisfied are you that the payer fully discloses its payment policies?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Comments

Question Title

* 16. How satisfied are your with your ability to discuss Coverage policies with the payer’s Clinical staff or Medical Director?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Tell us about your experience:

Question Title

* 17. How satisfied are you with the payer’s Telemedicine coverage and reimbursement policies?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Tell us about your experience:

Rating System Transparency

Question Title

* 18. How transparent to you are the cost and quality measures used by the payer for its physician rating and/or pay-for-performance programs?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Comments

Question Title

* 19. How satisfied are you with the payer’s online tools?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Comments

Overall Satisfaction

Question Title

* 20. What is your overall current satisfaction with the payer?

	1	2	3	4	5
Aetna	Aetna 1	Aetna 2	Aetna 3	Aetna 4	Aetna 5
CIGNA	CIGNA 1	CIGNA 2	CIGNA 3	CIGNA 4	CIGNA 5
FloridaBlue	FloridaBlue 1	FloridaBlue 2	FloridaBlue 3	FloridaBlue 4	FloridaBlue 5
Humana	Humana 1	Humana 2	Humana 3	Humana 4	Humana 5
United Healthcare	United Healthcare 1	United Healthcare 2	United Healthcare 3	United Healthcare 4	United Healthcare 5
Medicaid/HP	Medicaid/HP 1	Medicaid/HP 2	Medicaid/HP 3	Medicaid/HP 4	Medicaid/HP 5
Medicare/First Coast	Medicare/First Coast 1	Medicare/First Coast 2	Medicare/First Coast 3	Medicare/First Coast 4	Medicare/First Coast 5

Comments