The Pediatric Pulse:
The Provider Portal Experience

Health plans increasingly rely on provider portals for claims submission, prior authorizations, eligibility verification, payment information, referrals, and communications with practices. We want to better understand how physicians use health plan provider portals, what works well, and where improvements are needed. Your feedback will help inform discussions with health plans to advocate for efficient, user-friendly systems that support pediatric practices and patient care. Thank you!

Question Title

1. Which of the following best describes you? (Required.)

Physician

Physician Assistant

Advanced Practice Nurse, Nurse Practitioner, Registered Nurse

Medical Assistant

Midwife

Practice/Office Manager

Front Desk Staff

Billing Staff

Resident/Attending/Medical Student

Other (please specify)

Question Title

2. What is the name and location (zip code) of your practice/organization?
(List all that apply) (Required.)

Question Title

3. What type of pediatric practice/organization do you work with?
(Check all that apply) (Required.)

Independent solo practice

Independent group practice

Hospital-owned practice or outpatient clinic

Health system-affiliated (but not owned)

Academic/University Medical Center

Federally Qualified Health Center (FQHC)

Community Health Center (non-FQHC)

Rural Health Clinic

Pediatric practice within a multispecialty group

Pediatric section of a large health system

Member of an Independent Practice Association (IPA)

Member of an Accountable Care Organization (ACO)

School-based Health Center

Urgent Care Center (pediatric-focused)

Other (please specify)

Question Title

4. Which insurance plans do you currently accept?
(Check all that apply) (Required.)

Aetna Better Health of NJ (Medicaid)

Horizon NJ Health (Medicaid)

Wellpoint (Medicaid)

UnitedHealthcare Community Plan (Medicaid)

Fidelis Care (Medicaid)

Aetna (Commercial)

Aetna Student Health Plan

Horizon BCBS (Commercial)

Anthem BCBS (Commercial)

Cigna (Commercial)

UnitedHealthcare (Commercial)

Oscar (Commercial)

AmeriHealth (Commercial)

Emblem Health (Commercial)

Humana (Commercial)

Tricare

None of the above / Not applicable

Other (please specify)

Question Title

5. Which team members use provider portals?
(Check all that apply) (Required.)

Physician

Physician Assistant

Advanced Practice Nurse, Nurse Practitioner, Registered Nurse

Medical Assistant

Midwife

Practice/Office Manager

Front Desk Staff

Billing Staff

Resident/Attending/Medical Student

Other (please specify)

Question Title

6. Which provider portals does your organization use?
(i.e. Availity, UnitedHealthcare Provider Portal, Cigna Provider Portal, etc.) (Required.)

Question Title

7. For which activities does your organization use provider portals?
(Check all that apply) (Required.)

Eligibility and benefits verification

Claims management

Appeals management

Payment/remittance review

Prior authorizations

Referral submissions

Referral status checks

Provider communications

Quality reporting

Patient roster management

Policy review

Care management & quality reporting

Provider administration & communication

Other (please specify)

Question Title

8. Approximately how much staff time is spent using health plan portals each week? (Required.)

Less than 5 hours

5-10 hours

11-20 hours

21-25 hours

25-30 hours

Above 30 hours

Question Title

9. How easy is it to locate the information or functions you need within provider portals? (Required.)

Easy

Neutral

Difficult

Very difficult

Question Title

10. What are challenges your organization experiences with provider portals?
(Select all that apply) (Required.)

Multiple logins/passwords

Frequent password resets

System outages/downtime

Difficult to find information

Confusing navigation

Lack of time

Duplicate data entry

Prior authorization difficulties

Lack of integration with EHR

Staff training challenges

Untimely replies when questions asked

Other (please specify examples that might help understand)

Question Title

11. How frequently must staff switch between multiple health plan portals to complete routine tasks? (Required.)

Never

Rarely

Sometimes

Often

Very often

Question Title

12. Are there specific health plan portals that are particularly difficult to use and why?
(Required.)

Question Title

13. If you could request improvements from health plans regarding provider portals, what would they be?
Please share any additional comments, frustrations, success stories, or recommendations regarding provider portals.

Question Title

14. Please provide your name and contact information if you're open to follow-up discussions regarding this topic:

Name:

Email:

Phone:

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100% of survey complete.

The Pediatric Pulse: The Provider Portal Experience

Question Title

* 1. Which of the following best describes you? (Required.)

Question Title

* 2. What is the name and location (zip code) of your practice/organization? (List all that apply) (Required.)

Question Title

* 3. What type of pediatric practice/organization do you work with? (Check all that apply) (Required.)

Question Title

* 4. Which insurance plans do you currently accept? (Check all that apply) (Required.)

Question Title

* 5. Which team members use provider portals?(Check all that apply) (Required.)

Question Title

* 6. Which provider portals does your organization use? (i.e. Availity, UnitedHealthcare Provider Portal, Cigna Provider Portal, etc.) (Required.)

Question Title

* 7. For which activities does your organization use provider portals?(Check all that apply) (Required.)

Question Title

* 8. Approximately how much staff time is spent using health plan portals each week? (Required.)

Question Title

* 9. How easy is it to locate the information or functions you need within provider portals? (Required.)

Question Title

* 10. What are challenges your organization experiences with provider portals?(Select all that apply) (Required.)

Question Title

* 11. How frequently must staff switch between multiple health plan portals to complete routine tasks? (Required.)

Question Title

* 12. Are there specific health plan portals that are particularly difficult to use and why? (Required.)

Question Title

* 13. If you could request improvements from health plans regarding provider portals, what would they be? Please share any additional comments, frustrations, success stories, or recommendations regarding provider portals.

Question Title

* 14. Please provide your name and contact information if you're open to follow-up discussions regarding this topic:

The Pediatric Pulse:
The Provider Portal Experience

1. Which of the following best describes you? (Required.)

2. What is the name and location (zip code) of your practice/organization?
(List all that apply) (Required.)

3. What type of pediatric practice/organization do you work with?
(Check all that apply) (Required.)

4. Which insurance plans do you currently accept?
(Check all that apply) (Required.)

5. Which team members use provider portals?
(Check all that apply) (Required.)

6. Which provider portals does your organization use?
(i.e. Availity, UnitedHealthcare Provider Portal, Cigna Provider Portal, etc.) (Required.)

7. For which activities does your organization use provider portals?
(Check all that apply) (Required.)

8. Approximately how much staff time is spent using health plan portals each week? (Required.)

9. How easy is it to locate the information or functions you need within provider portals? (Required.)

10. What are challenges your organization experiences with provider portals?
(Select all that apply) (Required.)

11. How frequently must staff switch between multiple health plan portals to complete routine tasks? (Required.)

12. Are there specific health plan portals that are particularly difficult to use and why?
(Required.)

13. If you could request improvements from health plans regarding provider portals, what would they be?
Please share any additional comments, frustrations, success stories, or recommendations regarding provider portals.

14. Please provide your name and contact information if you're open to follow-up discussions regarding this topic: