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Independence Blue Cross (Independence) would like your feedback on your recent interactions when calling our Provider Services Call Center for assistance.

When completing this survey, please think about your experience with calls about benefits, billing, and claim-related issues. This survey is not to gather feedback about the Health Resource Center, which shares the same telephone number and manages calls about clinical services.

For us to continually improve the provider experience, it is important that we obtain feedback on a frequent basis.

We ask that you take this short survey (less than 5 minutes, depending upon the level of feedback you would like to share) to help us identify areas for improvement, so we can better serve the provider community. Please submit your responses by November 18, 2019.

Thanks in advance for your feedback!

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* 1. Based on your interaction with our Provider Services Call Center within the last 30 days, how would you rate your experience? Scale 1-10 (not satisfied to extremely satisfied).

Remember, these are calls related to benefits, billing, and claims-related issues.

1 - Not satisfied Extremely satisfied - 10
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i We adjusted the number you entered based on the slider’s scale.

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* 2. If you answered 7 or lower to the previous question, please select the nature of your recent calls (select all that apply where the experience was unsatisfactory):

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* 3. During your recent interactions, were the Call Center representatives knowledgeable and well-trained? Scale 1-10 (not knowledgeable or trained to extremely knowledgeable and trained).

Remember, these are calls related to benefits, billing, and claims-related issues.

1 - Not knowledgeable or trained Extremely knowledgeable and trained - 10
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i We adjusted the number you entered based on the slider’s scale.

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* 4. If you answered 7 or lower to the previous question, please select the nature of your recent calls (select all that apply where additional training is necessary):

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* 5. My calls were answered at an appropriate speed. Scale 1-10 (strongly disagree to extremely agree).

Remember, these are calls related to benefits, billing, and claims-related issues.

1 - Strongly disagree Extremely agree - 10
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i We adjusted the number you entered based on the slider’s scale.

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* 6. If you answered 7 or lower to the previous question, on average, how long did it take for your call to be answered?

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* 7. My recent inquiries were typically resolved during my initial interaction with the Call Center. Scale 1-10 (strongly disagree to extremely agree).

Remember, these are calls related to benefits, billing, and claims-related issues.

1 - Strongly disagree Extremely agree - 10
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i We adjusted the number you entered based on the slider’s scale.

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* 8. If you answered 7 or lower to the previous question, please select the nature of your recent calls (select all that apply where it took multiple attempts to resolve your inquiry):

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* 9. How does your experience with our call center compare to experiences you've had with other health plan call centers?

Remember, these are calls related to benefits, billing, and claims-related issues.

Worse than others Same as others Better than others
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i We adjusted the number you entered based on the slider’s scale.

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* 10. Please provide your contact information (optional). Your practice may be contacted to obtain additional feedback about your experience, based on your survey response. 

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