Services for Health Plans

Since 1998, CSS has worked with commercial, Medicaid, Medicare, and Qualified Health Plans as an approved CAHPS survey vendor to measure, report, and improve the satisfaction of their members and contracted physicians. We work with national health plans as well as regional or independent health plans. CSS also specializes in working with plans on the Federal Employee Health Benefit Exchange. In addition to standardized CAHPS and Health Outcomes Surveys, CSS conducts custom studies that support health plan accreditation, coordinated care, and complex case management programs. As health plans introduce new programs to improve the quality of care and lower costs, CSS is there to measure the healthcare consumer's experiences.

  • HEDIS CAHPS 5.0H Surveys. CSS has been NCQA-certified to collect member satisfaction data since 1998. We work with hundreds of health plans each year offering flexible fielding options and robust standard reporting including Industry-level Key Driver Analysis (KDA) of member satisfaction to identify the attributes and practices that distinguish high-rated plans from low-rated plans.

  • Medicare Advantage and Prescription Drug Plan CAHPS. In 2011, CSS was among the first vendors approved to conduct CAHPS surveys for MA and PD plans. CSS conducted surveys for approximately 90 plans in a recent fielding, in addition to several supplemental surveys of Medicare beneficiaries. CSS has worked closely with CMS on surveys such as the Disenrollment Reasons survey and the national implementation of the Fee-for-Services CAHPS survey.

  • Provider Satisfaction Surveys. We conduct provider satisfaction surveys on behalf of health plans. CSS offers a custom tool designed to complement the NCQA accreditation process. Each year we send about 150,000 provider satisfaction surveys to both commercial and Medicaid providers. We offer expert advice on all aspects of the project, such sampling design and fielding techniques, to maximize response rates for this type of survey.

  • Medicare Health Outcomes Survey. In 2012, CSS was certified to conduct the Medicare HOS survey. We have extensive experience conducting health outcomes surveys, and for the 2014 survey year, CSS conducted dozens of Medicare HOS surveys.

  • Custom Healthcare Studies. CSS can help you design a custom project. Contact us today to get started.

  • Accountable Care Organizations. CSS has been approved by CMS to conduct the CAHPS survey for Accountable Care Organizations. CSS partnered with the RAND Corporation to field the first-ever national implementation of the ACO CAHPS survey in 2013 and 2014.

  • Patient Experience of Care Surveys. CSS conducts a variety of patient experience of care surveys, including Clinician Group CAHPS Patient-Center Medical Home CAHPS, and CAHPS for Accountable Care Organizations, to support pay-for-performance initiatives, as well as quality improvement, care coordination, and public reporting programs.

  • CAHPS for Qualified Health Plans. CSS is approved by CMS to conduct surveys for Qualified Health Plans offering products on health insurance exchanges. Take advantage of our long history surveying health plan members, as well as our extensive language and reporting capabilities.

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