Throughout the past few years, and specifically in 2009, Cenpatico has worked unceasingly to offer its providers with the best possible service, specifically in terms of claims processing. Heading that charge has been Cenpatico’s Director of Operations Implementation, Amy Onest, with the support of various other departments.

“Because of the interventions my team has done over the past two-and-a-half years, we are now in a position where claims are going out the door faster and more accurately,” Onest said. “All problems haven’t been eliminated, but they have been significantly reduced.”

And the proof is in the pudding. In a year-end survey of provider satisfaction, overall satisfaction with being a network practitioner for Cenpatico increased from 76.4% to 86.8%.

“This increase reveals how hard Amy’s team has worked this past year, in getting the systems improved so we pay claims better,” said Cenpatico Chief Operating Officer Len Whyte.

“The best provider relations in the world can’t make a provider happy if we don’t pay their claims,” added Onest.

In 2009, Cenpatico paid its claims with more accuracy than ever. For example, two years ago, claims received needed to be manually reworked at a ratio of 95 per 1,000. By the end of 2009, that ratio was expected to be only 37 per 1,000.

“Len [Whyte] gave us the objective of making the system work lights out, to where if we turned off the lights and walked out the door, the system would work perfectly,” Onest said. “And for two years, we’ve been working towards that.”

Onest expected that, by Dec. 31, 2009, Cenpatico will exceed industry standards in all areas of its claims processing. It’s an achievement that looks even more impressive when considering that, from 2007 through the end of 2009, Cenpatico will have seen its claims received more than double from fewer than 500,000 to more than 1 million.

Jimmy Donovan

Web Administrator

This is the second of three reports in a series detailing Cenpatico’s 2009 Year-in-Review. Please see below for links to the other releases and a complete release schedule:

Title                                                        Release Date
Part I – Taking the Clinical Initiative — Monday, December 28, 2009
Part II – Improving Provider Relations — Monday, January 4, 2010
Part III – Recovery. Resiliency. Results. — Friday, January 8, 2010

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