1. EDI Survey Methodology Service TypeSentResponsesResponse Rate Emailed664365.15% US Mail561832.14% Total1226150.00% Of the 122 providers that VBH-PA sent surveys to, 73 responded from a combination of email, fax and the US mail. Twelve (12) records had to be removed from the dataset because they were incomplete or duplicate records. The duplicate records were submitted via the email hyperlink to the database and the providers may not have known that they had submitted the survey multiple times with the same responses. The VBH-PA responses were compared to Fact Finders 2005 Survey which included both EDI submitters and paper claims submitters. For comparison purposes the same ten questions were used in both surveys. Discussion: Overall, the EDI submitters had a more positive experience with the claims payment process than the combined group surveyed in 2005.

2. Question 1 VBH-PA 2006 EDI Claims Survey Question 1: Overall, how would you rate VBH-PA on the quality of claims services? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA Excellent 24.59%15.80% Very Good 44.26%31.60% Good 26.23%31.60% Fair 3.28%13.20% Poor 1.64%7.90% 100.00% 100.10%

3. Question 2 VBH-PA 2006 EDI Claims Survey Question 2: Do you think the quality of VBH-PA claims services is improving, staying the same, or getting worse 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA Improving 37.70%36.10% Same 52.46%52.80% Getting Worse 9.84%11.10% 100.00%

4. Question 3 VBH-PA 2006 EDI Claims Survey Question 3: How would you rate VBH-PA on paying claims in a timely manner? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA Excellent 36.07%18.90% Very Good 39.34%29.70% Good 18.03%27.00% Fair 4.92%18.90% Poor 1.64%5.40% 100.00%100.0%

5. Question 4 VBH-PA 2006 EDI Claims Survey Question 4: How would you rate VBH-PA on paying claims accurately? Excellent, very good, fair or poor? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA Excellent 29.51%18.4% Very Good 37.70%28.9% Good 29.51%34.2% Fair 3.28%13.2% Poor 0.00%5.3% 100.00%100.0%

6. Question 5 VBH-PA 2006 EDI Claims Survey Question 5: In the last year, how many times have you called with a claims question or problem? No calls, 1-3 Times 4-10, 11-40, >40 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA No Calls 9.84%29.0% Called 1-3 times 21.31%16.1% Called 4-10 times 27.87%29.0% Called 11-40 times 21.31%25.8% Called > 40 times 19.67%0.0% 100.00%99.9%

7. Question 6 VBH-PA 2006 EDI Claims Survey Question 6: When you call about claims, is it easy or difficult to reach someone who can help you? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA Easy 93.44%75.0% Difficult 6.56%25.0% 100.00%100.0%

8. Question 7 VBH-PA 2006 EDI Claims Survey Question 7: How often have your claims questions or problems been resolved to your satisfaction? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA Usually 90.16%78.6% Sometimes 8.20%21.4% Rarely 1.64%0.0% 100.00%

9. Question 8 VBH-PA 2006 EDI Claims Survey Question 8: How often have your claims questions been resolved from your first call? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA Usually 75.41%44.4% Sometimes 22.95%44.4% Rarely 1.6%11.1% 100.00%99.9%

10. Question 9 VBH-PA 2006 EDI Claims Survey Question 9: Regarding the fees paid to you, compared to other plans, are VBH-PA's fees higher, about the same, or lower? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH- PA Higher 8.20%5.3% About the same 50.82%39.5% Lower 40.98%55.3% 100.00%100.1%

11. Question 10 VBH-PA 2006 EDI Claims Survey Question 10: What role does the level of fees play in your decision to join a health plan network? Do fees play a major role, minor role, or no role at all? 2006 EDI Survey for VBH-PA 2005 Fact Finders for VBH-PA Major role 54.10%56.4% Minor role 24.59%33.3% No role 21.31%10.3% 100.00%100.0%

12. Comments  Sherry Prioletti of -Human Services Center wrote “I would like to commend Rhondale Henderson for her assistance in resolving claims issues at Human Services Center. She is knowledgeable and responds to my calls in a timely manner.”  Cindy Spangler of Family Counseling Center of Armstrong County wrote “Customer Service reps are very courteous & helpful. Keep up the good work!”  Thelma Hickle of Greenbriar Treatment Center wrote “I feel that we have excellent customer service from VBH-PA.”  Mel King of HealthMasters-wrote “On a whole, VBH has been a positive experience for me. I'm very satisfied with the service.”  Linda Mazuch of Mars Home for Youth wrote “I have never had a real problem with the claims service department. Every time I call about a claim problem, they have gone above and beyond to find an answer for me. The turnover for payment is great which is greatly appreciated.”