Sample Size

This survey was faxed to all of the OCM contracted providers with a 16% return rate.

Survey Design

The survey was designed to elicit information from providers relating to OCM Contracting, OCM Operations/ Service, and Future Mutual Interests. The responses where on a Rating Scale from 1 to 5. The survey contained a space for comments and also requested the center name, name of the person completing the survey and a phone number.

Data Analysis

Within the contracting area:

Survey inquired about the level of clarity and simplicity within the OCM contracting process (i.e. were provider obligations made clear for Credentialing, returning Medical Reports, Scheduling, Billing).

88% of the responses to these questions were positive (ranked 4 or 5)

Within the Operations./ Service Area:

Survey inquired about the level of customer service within OCM operations (i.e. was the OCM staff helpful in the following areas: Contracting, Credentialing, Call Center , Provider Relations , Medical Reports, Clinical Services , Accounting)

83% of the responses to these questions were positive (ranked 4 or 5)

Within Future Mutual Interests Area:

Providers were asked if they had the capability to submit claims electronically.

66% of providers who responded to this question indicate that they have electronic claims capability.

Comments:

Providers were asked if overall, in comparison to competitors, OCM’s processes are equal or better.

60% of the comments indicated that OCM processes are equal or better to competitors.

Providers were asked if they experience repeat issues when dealing with OCM.

82% of providers responded that they did not have repeat issues.

Summary

Overall, OCM’s rating among the providers is positive. The majority of centers rated OCM very high on the scale and appeared to not have any issues with OCM’s processes.

To address the large percentage of complaints regarding faxing both the medical report and the HCFA, OCM will be implementing systems for accepting electronic medical reports and electronic claims.