Connecticut Medical Assistance Program Provider Satisfaction Survey

The Department of Social Services is sending this Provider Survey to obtain your feedback on the services provided by DXC Technology. Our goal is to consistently improve our service to you in all areas. Your comments on DXC Technology’s performance as well as areas which still require attention are appreciated and will assist us in serving you better. If you wish, you may fill in your contact information below (optional). For assistance, contact us directly at 1-800-842-8440.

* NPI

* Contact Name

* Phone

* Please check the type of services you provide to Connecticut Medical Assistance Program clients:

* Please rate each of the following areas below by checking "Superior," "Good," "Satisfactory," "Fair," or "Poor" as indicated.

Provider Assistance Center (PAC Call Center)
The Provider Assistance Center is responsible for telephone/written inquiries and assisting the provider community with eligibility, program coverage and claim submission questions and researching problems with claim issues. This call center can be reached by calling 1-800-842-8440.

  Superior Good Satisfactory Fair Poor
Timeliness of response to telephone inquiries
Timeliness of response to written inquiries
Accuracy & consistency of information
Depth of knowledge
Courtesy/Professionalism
PAC performance compares favorably to other insurers with whom you work.

* Provider Enrollment/Re-enrollment
The Provider Enrollment/Re-enrollment unit is responsible for processing provider enrollment and re-enrollment applications as well as changes to provider demographic information, such as address, NPI/taxonomy and Electronic Funds Transfer information.

  Superior Good Satisfactory Fair Poor
Timeliness of provider enrollment process
Accuracy & consistency of information
Ease of overall application and enrollment process
Online enrollment Wizard process

* Provider Representatives
The Provider Representative staff is responsible for addressing complex eligibility and program coverage issues, resolving complex claim billing issues, addressing provider concerns, and facilitating workshops relevant to Connecticut Medical Assistance Program billing practices.

  Superior Good Satisfactory Fair Poor
Accessibility of Provider Representatives
Timeliness of response to telephone inquiries
Timeliness of response to written inquiries
Accuracy & consistency of information
Depth of knowledge
Courtesy/Professionalism

* Provider Training
The training team is responsible for delivering training to providers to either reinforce existing billing practices or to introduce changes to the claims processing requirements.

  Superior Good Satisfactory Fair Poor
Convenient location
Relevance of provider training
Positively impacted my business
Presentation skills
Frequency

* Virtual Room Training
HPE MyRoom Virtual Room Training allows providers to log into the training session from the convenience of their own office.

  Superior Good Satisfactory Fair Poor
Instructions for logging onto the Virtual Room
Access to the Virtual Room
Audio quality
Handouts
Ability to ask questions

* Provider Education Materials
Our goal is to deliver information to the provider community in a clear, concise and timely manner using the most efficient and cost effective method.

  Superior Good Satisfactory Fair Poor
Bulletins
Remittance Advice Banner Messages
Quarterly Newsletters
Provider Manuals
Important Messages

* Electronic Health Records (EHR) Incentive Payment Program
The Medicaid EHR Incentive Payment Program provides incentive payments to eligible professionals, eligible hospitals and critical access hospitals as they adopt, implement, upgrade or demonstrate meaningful use of certified EHR technology.

  Yes No
Have you heard about the EHR Incentive Payment Program?
Do you use an EHR System?

*  EHR

  Yes No
Does that system meet the most current CMS/ONC Federal certification standards?
Is your EHR able to generate Continuity of Care Documents (CCD)?
Is your EHR able to generate Consolidated-Clinical Document Architecture (C-CDA)?
Is your EHR able to generate Quality Reporting Document Architecture (QRDA)?

* Electronic Visit Verification (EVV) Provider Support
DXC Technology provides EVV provider support by responding to inquiries sent to the ctevv@dxc.com E-mail box.  DXC Technology addresses client eligibility, prior authorization, claim submission and any escalated EVV issues.

  Superior Good Satisfactory Fair Poor
Timeliness of response
Accuracy & consistency of information
Depth of knowledge
Courtesy/Professionalism

* www.ctdssmap.com Web Site
How frequently do you visit the www.ctdssmap.com Web site?

* Please rate our Web site.

  Superior Good Satisfactory Fair Poor
Organization/ease of navigation
Program information
Fee schedule access
Claim inquiry
Claim submission/resubmission
Claim adjustment
Claim void
Client eligibility inquiry

* If you do not use the Web site, please tell us why. Please check all that apply:

* Which of the following current methods of provider communication do you prefer DSS to use? Please check all that apply:

* DXC Technology and the Department of Social Services have implemented several initiatives to reduces costs associate with mailing provider communications such bulletins, remittance advices, newsletters and provider workshop invitations.

  Yes No
Do you receive provider communications via the CMAP eMessaging solution?

* Automated Voice Response System (AVRS)
Providers can utilize the AVRS by calling 1-800-842-8440.

  Superior Good Satisfactory Fair Poor
Ease of use
Claim inquiry
Client eligibility inquiry
Adequacy of information

* Electronic Data Interchange (EDI)
EDI is responsible for enrolling Trading Partners who wish to submit electronic transactions to HP and for resolving issues related to the electronic ASC X12N 837 claim transaction, the ASC X12N 835 electronic remittance advice, the ASC X12N 270/271 paired eligibility verification transactions.

  Superior Good Satisfactory Fair Poor
Accessibility of EDI Representatives
Timeliness of response to telephone inquiries
Accuracy & consistency of information
Courtesy/Professionalism
Support on HIPAA transactions

* Claims Processing
DXC Technology's goal is to provide timely and accurate processing of claims submitted to the Connecticut Medical Assistance Program.

  Superior Good Satisfactory Fair Poor
Timeliness & accuracy of claims processing
Claim processing compares favorably with other insurers with whom you work

* Overall Performance

  Superior Good Satisfactory Fair Poor
Provider assistance is adequate and timely
Claims are accurately processed the first time the claim is submitted
DXC Technology's performance as the Fiscal Agent for the Connecticut Medical Assistance Program
Questions regarding this survey may be directed to the Provider Assistance Center
Monday through Friday from 8:00 a.m. to 5:00 p.m. at:
Toll free .........................................................1-800-842-8440

DXC Technology
PO Box 2991
Hartford, CT 06104

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