Key driver of member satisfaction
A health plan’s customer service department is often where the rubber meets the road for members. Clients can change their primary care doctor or specialist, but they can’t bypass the customer service department unless they change health plans.

The Myers Group has a proven means to evaluate the performance and ability of a health plan’s customer service department to resolve member issues. The Call Center Survey, a drill down to the CAHPS survey, targets a sampling of customers who have called the Customer Service Department within a defined period of time.

Respondents are asked about their satisfaction with:

• Their last contact with the customer service department
• The accessibility of the customer service representative by phone
• The customer service representative’s ability to resolve issues or answer questions

In addition to satisfying NCQA’s QI Standards, this survey helps health plans focus on improving their customer service department. Analysis has identified that the members’ call center and claims processing experiences significantly influence how they rate their overall satisfaction with the health plan. Once survey results are presented and improvements are implemented, the customer service composite score in the CAHPS 4.0H survey can be directly impacted.