Customer Opinion Survey - Key Findings

MedCost recently conducted a Customer Opinion Survey to gather feedback from our payer partners and employers. The online survey allowed clients to rate us on our service, program effectiveness, communication, reporting and their overall level of satisfaction with MedCost. As a customer-focused company, MedCost will use your feedback in planning and setting priorities, as we remain committed to delivering exceptional value and service. Following is what our customers had to say:

Customer Satisfaction

• 100% feel the MedCost staff cares about their issues and addresses them quickly and professionally.

  Two respondents, both of whom have been MedCost clients for almost a decade, felt it worthy to mention the personal, one-on-one care they receive and the courteous and professional working relationship they have with MedCost.

Communications

• 100% feel MedCost does a good job of communicating important issues to its customers.

  Several respondents commented on the newsletter blasts and email updates. Both the frequency and content are superior to that of other communications they receive, and the information helps keep employees informed.

PPO Network

• 100% overall satisfaction rating.

  One respondent noted that they use the Explanation of Benefits (EOB) four or five times weekly to show their employees the discounts they receive as being part of the MedCost PPO Network. Employee reactions range from surprise and disbelief to amazement when they learn those savings are passed directly to them.

Health Management

• 92% of clients are satisfied with MedCost Health Management programs.

  These valuable programs are options an employer can elect to include in their health plan that can offer dramatic cost savings. The purpose of Health Management is to provide the best personalized one-on-one care for the patient by taking an active role in their treatment to eliminate unnecessary hospital stays and procedures, while providing the highest level of care possible.

Reporting

• 100% of employers who receive reports feel those reports help them manage their health care costs.

  In the last Customer Opinion survey, 90% found MedCost reports helpful. Our reporting team reevaluated the format and content of these reports to fit more closely with our clients’ needs until we reached the 100% satisfaction mark. In this most recent survey, employers wrote-in that by utilizing their customized reports they are more knowledgeable in the areas where they need to focus and educate their employees.