Magellan Healthcare
Provider Focus Newsletter
News & information for Magellan network providers

region/plan-specific news : Commercial Health Plans in DC, DE, FL, IL, MD, NJ, OK, PA, TX, VA

Providers rate Magellan service components

The Magellan center serving commercial plans conducted a survey to gauge our providers’ satisfaction with the quality of services they received during a six-month period in 2019. 

Provider survey category

Percent satisfied

Overall satisfaction

73.2%

Pleasantness of engaging with Magellan staff and/or systems

74.5%

Effectiveness of Magellan meeting provider needs

73.2%

Claims process

72.7%

Magellan service

70.9%

Ease of getting what the provider needed

66.2%

Appeals process

51.1%

Reimbursement rate

44.5%

Likelihood of recommending joining Magellan’s provider network to a colleague

42.4%

Plotted against a goal of 75% satisfaction across all domains,
the results showed both areas of strength and opportunities for Magellan to improve.

In addition to focusing on general areas above where Magellan can make a more positive impact on provider satisfaction, in 2020 we also will address a subset of specific issues where providers noted lesser levels of satisfaction:

  • First-call resolution of provider’s issues, questions or concerns
  • Consistency of clinical decisions (i.e., utilization management)

A change in Magellan’s survey methodology resulted in a very small sample size for the 2019 survey; the subsequent survey will include a larger sample and will likely generate a richer set of results.

Magellan encourages you to respond to these and other surveys that we send to gauge your satisfaction with our processes. We take your input quite seriously, and we appreciate the time you take to rate our services. We always strive to improve our procedures to positively enhance your experience.

2019 MarCom Gold Award Winner 2018 MarCom Gold Award Winner
2017 MarCom Gold Award Winner 2016 MarCom Gold Award Winner

About Provider Focus

Welcome to Provider Focus, our award-winning e-newsletter for network providers! Here you’ll find articles and information to keep you up-to-date on news and topics relevant to serving Magellan members, including a section for regional- and plan-specific news. Check back as a new issue is released each quarter.

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