The Ametros Annual Member Survey Feedback 2017
As part of our dedication to listening to our members’ needs, Ametros reviews the feedback from our annual surveys with a focus on how we can improve our member services.
We recently concluded our 2017 annual member survey to see how Ametros' CareGuard service is meeting our members’ needs. Over 1500 online and postcard surveys were distributed nationwide in April and May to select members. We received hundreds of responses from all over the map and here’s a glance at what we found:
First, the good:
80% of our members are satisfied with our service and performance level of the professional administration of their Medicare Set Aside funds.
Over 60% are extremely or very satisfied with their administration and coordination of benefit services that are provided to all of our members.
Our high touch customer service was a hit with members as our Customer Care Advocates are standing by each day to assist with care coordination, prescription authorization, claims and much more
Where we can do better:
Several members wrote in that during peak times it was difficult to reach our Customer Care Advocates on the phone through our main line 1-877-905-7322. We listened! We have added several staff members to the team in the previous months and our call wait times for members are significantly down, about 1 minute on average for peak times.
Now, almost 80% of members will be able to get through to our Customer Care Advocates with no wait at all.
Did you know that many information queries and questions can be answered through our customer care online portal? This is available to all members to provide them with account balance and transaction information.
There were several questions about prescription pricing and what members can do to save even more of their MSA money.
Here at Ametros we are constantly seeking the best prescription pricing for our members through our network of pharmacy benefit managers.
Our customer care team also monitors member’s authorizations to make sure that they know if an equivalent and less expensive generic pharmaceutical is available and to make that known to the member.
Many of our members wrote in about a particularly great experience with our product and team. A few wrote in with experiences where our team had room for improvement. We do our best each day to reach out to members with special circumstances and make sure their individual needs are met, care is coordinated, and they have the best in class MSA professional administration.
Below is some of the feedback we got from our member surveys, and the actions we're taking to continually improve and satisfy all of our valued members:
