1. OPERATIONS UPDATE o Contract Amendments o AHCCCS Provider Claims Survey 1 Reaching across Arizona to provide comprehensive quality health care for those in need

2. Upcoming Contract Amendments 2 Reaching across Arizona to provide comprehensive quality health care for those in need

3. Provider Claims Survey 3 Reaching across Arizona to provide comprehensive quality health care for those in need Survey was developed using web-based provider of survey solutions, Survey Monkey Survey for Acute Care, CRS, and ALTCS EPD Made available on the web 10/16/2014 – 12/04/2014

4. Survey Questions How satisfied are you with this Health Plan’s processing of your initial claims? How satisfied are you with this Health Plan’s resolution of your claims issues? How satisfied are you with this Health Plan’s timeliness of resolution of your claims issues? How satisfied are you with this Health Plan’s Claims Customer Service Department? How satisfied are you with this Health Plan’s Provider Services Staff? 4 Reaching across Arizona to provide comprehensive quality health care for those in need

5. How Health Plans Compare 5 Reaching across Arizona to provide comprehensive quality health care for those in need

6. How Health Plans Compare 6 Reaching across Arizona to provide comprehensive quality health care for those in need

7. How Health Plans Compare 7 Reaching across Arizona to provide comprehensive quality health care for those in need

8. How Health Plans Compare 8 Reaching across Arizona to provide comprehensive quality health care for those in need

9. How Health Plans Compare 9 Reaching across Arizona to provide comprehensive quality health care for those in need

10. 10 Most satisfaction o Health plan performance with processing of initial claims, Claims Customer Service, and Provider Services Staff. Most dissatisfaction o Health plan performance with resolution of claims issues and timeliness of resolution of claims issues. Comments 728 total comments across all health plans. o Provider satisfaction - 18.3% o Provider dissatisfaction -81.7% o Dissatisfied responses indicate a desire for health plan improvement in the efficiency and processes for resolution of claims issues, particularly related to timeliness of resolution and subsequent payment. Overall Findings Reaching across Arizona to provide comprehensive quality health care for those in need

11. Follow-up Actions & Expectations Contractors o Discuss the survey results at their Quarterly Health Plan Update meeting with the Director. o Include, at a minimum, an overview of the results, strengths and challenges, and a planned course of action to address needed improvements. AHCCCS o Survey Report posted to the AHCCCS web 02/2015 o Follow up survey early 2016 11 Reaching across Arizona to provide comprehensive quality health care for those in need

12. OPERATIONS UPDATE - ALTCS o AMPM 1240 Policy o HCBS Rule 12 Reaching across Arizona to provide comprehensive quality health care for those in need

13. OPERATIONS UPDATE - ALTCS o AMPM 1240 Policy Update  Contractor and Provider Notification  Provider Compliance  SB 1241 13 Reaching across Arizona to provide comprehensive quality health care for those in need

14. OPERATIONS UPDATE -ALTCS 14 Reaching across Arizona to provide comprehensive quality health care for those in need o HCBS Rule Workgroup  Workgroup is meeting regularly  Completed assessment of residential settings; beginning assessment of non residential settings  Adult Day Health and Day Treatment Programs  Supportive Employment Programs  Member and Provider Survey  ALTCS Advisory Council is developing the survey questions

15. Questions? 15 Reaching across Arizona to provide comprehensive quality health care for those in need