The Centers for Medicare and Medicaid Services (CMS) are launching a survey to measure provider satisfaction with the Medicare administrative contractors (MACs). Providers should complete an online registration to participate in the MAC Satisfaction Indicator (MSI) and will be selected at random to participate. VNAA strongly encourages its members to register and take advantage of this opportunity to address specific concerns about MACs.
Medicare fee-for-service (FFS) providers, organizations that work on behalf of a Medicare FFS provider (such as a billing agency), or suppliers who serve Medicare beneficiaries are eligible to participate. Register here to rate the MACs.
CMS states the goal of the MSI is to evaluate provider “experiences and determine the key drivers of customer satisfaction.” The results will be used to monitor trends, improve oversight of MACs and increase efficiency in Medicare. The results will also be shared with MACs to allow them to make process improvements based on provider feedback.
CMS queries respondents on services the MACs provide in the following functional areas:
- Provider Outreach and Education
- Provider Telephone Inquiries
- Claims Processing
- Electronic Data Interchange (EDI) Help Desk
- Re-openings and Re-determinations (Appeals)
- Provider Enrollment
- Medical Review
- Self-Service Portal
- Cost Report and Reimbursement
Once the results are compiled, they will be posted to the CMS Medicare Contracting Website.Find more information on the CMS MSI Website