We’re One of “Oregon’s Most Admired Companies” for 2006
In December, PacificSource was named one of Oregon's Most Admired Companies of 2006 by the Portland Business Journal. We were among the top 10 most admired companies in the healthcare category. More than 2,500 CEOs across Oregon named the companies they most admire in eight industry sectors. Companies were selected based on attributes including innovation, quality of management, community involvement, quality of products and services, and branding and marketing.
These awards recognize the accomplishments of Oregon companies and the contributions they make to the state's success. “Being ‘most admired' is a tribute to each employee and partner we work with,” said CEO Ken Provencher. “This award is a true reflection of our combined efforts to serve our members.”
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Customer Satisfaction—The Results are in for 2006
In order to maintain levels of service and customer satisfaction that are consistently among the best in our industry, we continually poll our customers and measure our performance. The averages of our customer satisfaction ratings for 2006 are:
- Member satisfaction
- Provider satisfaction
- Plan Administrator satisfaction
- Agent satisfaction
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- 95.84%
- 95.67%
- 97.76%
- 91.69%
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These are but a few of the many operational metrics we assess continually to ensure that our service is top-notch. We’ll publish some of our other key performance measures for 2006 next month. In the meantime, if you’d like more information on our performance measures, contact your Marketing Representative.
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How We Determine Nonparticipating Provider Benefits
With PacificSource medical plans, the nonparticipating provider benefit is based on a percentage of our allowable fee for that service. We use several sources to determine the allowable fee depending on the service and the geographical area, including data from CMS, Ingenix, and PacificSource. We recently learned of another carrier using Medicare allowances as the basis for its nonparticipating provider benefits, which results in a significantly lower reimbursement level for members. Comparing these benefit details in the proposal phase can help save your clients from unpleasant surprises once coverage is in place. If you have questions about how PacificSource administers any of its contract provisions, your Marketing Representative will be happy to provide answers.
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Years of Learning and Growing with Sue GraVette When Claims and Customer Service Manager Sue GraVette first joined PacificSource as a Filing Clerk years ago, there were only 23 employees in the entire company. In those early days, she would pull member files and make a hash mark on the inside front cover to indicate that the premium had been paid. Since then, she has worked as an Adjudicator, a Customer Service Representative, and a Trainer for new Adjudicators. When we added a Provider Relations position, she was our choice. Sue also worked in our Medical Affairs Department where she wrote our first provider manual and helped with concurrent reviews and preauthorizations. At the end of 1998, Sue became Customer Service Manager, and about a year later, she became Claims Manager as well. Now, she manages more than 70 employees—three times the entire staff when she first joined PacificSource. |
