You Do Make a Difference

Palmetto GBA intends to demonstrate its commitment to our partnership by sharing with you the process improvements we implement based on your feedback. We value your comments and opinions, and have provided a number of ways for you to reach out to us, including the ForeSee Survey. In addition to the direct feedback we regularly receive from our providers, we will be conducting quarterly focus groups, Ask-the-Contractor Teleconferences (ACTs) and Provider Outreach and Education Advisory Groups (POE-AGs) in order to uncover areas that are ripe for improvement. By working together we can enhance your experience and elevate the level of service, education, information and transparency you have come to expect from Palmetto GBA.

We value your feedback and your suggestions and we look forward to a culture of continual improvement in the way we conduct business and serve our providers. Because you have taken the time to provide feedback, Palmetto GBA has taken action to implement the following enhancements:

• To improve your customer service experience when calling our contact center:
  • Added the ability to select to go straight to a Customer Service Advocate (CSA) in the main menu
  • Minimized the number of up front messages played
  • Allowed CSAs to handle multiple inquiries per call
  • Reviewing top inquiry data and identifying providers to proactively schedule concierge appointments
• Providers are able  to  give immediate feedback on their customer service experience with Palmetto GBA through our Provider Experience survey
• Providers can now easily access their remits straight from the eServices claim status screen
• Providers are able to use their Multi-Factor Authentication (MFA) codes for up to eight hours. This allows providers to simply reuse the last valid code issued. MFA codes will expire eight hours from the time it was requested or when a new MFA code is generated.
• Multiple educational modules and tools were added in 2018:
  • Targeted Probe and Educate Process Module
  • Basics of Provider Level Balance (PLB) Reason Codes Module
  • eServices: Forms and Secure Messaging Video