the myers group brochure of services

A Full Service Healthcare Solutions Organization

TheMyersGroup.net

Table of Contents

About The Myers Group ............................................................................................... 1

Regulatory Surveys ............................................................................................... 3

Commercial and Medicaid CAHPS ................................................................................ 4

Medicare CAHPS ........................................................................................................... 5

Medicare HOS ............................................................................................................... 6

QHP Enrollee Survey ..................................................................................................... 7

CAHPS PCMH Survey ..................................................................................................... 8

CAHPS for ACOs ............................................................................................................ 9

Insight Surveys .................................................................................................... 10

Behavioral Health ....................................................................................................... 11

Call Center Satisfaction ............................................................................................... 12

CAHPS Clinician and Group ......................................................................................... 13

Case Management ...................................................................................................... 14

Disease Management ................................................................................................. 15

Medicare CAHPS Drill-Down Survey ........................................................................... 16

Provider Satisfaction ................................................................................................... 17

Performance Improvement Consulting ................................................................ 18

Consulting Services ..................................................................................................... 19

Member Engagement and Outreach .................................................................... 20

TMG Connect® (Call Center Services) ......................................................................... 21

New Member .............................................................................................................. 22

Health Risk Assessment .............................................................................................. 23

Emergency Department Ultra Utilizer Program ......................................................... 24

HEDIS Care Gap Outreach ........................................................................................... 25

Medication Adherence ............................................................................................... 26

Medication Therapy Management (MTM) ................................................................. 27

Additional TMG Connect® Services ............................................................................ 28

Security, Standards, and Ethics ................................................................................... 29

Value Proposition ........................................................................................................ 29

TheMyersGroup.net

Put a Leader on Your Team

The Myers Group is a full-service healthcare solutions organization. We provide healthcare surveys and research, member outreach and engagement through call center services, and performance improvement resources and consultation.

The Myers Group is dedicated to helping our clients improve their scores, Star Ratings, and overall performance in the delivery of quality healthcare. Our customer-centered approach means you receive a personal level of service with the quality you expect from a leader.

We have the knowledge and resources healthcare organizations need to continually improve and compete in today’s market.

Certified Healthcare Services Provider

NCQA-Certified CAHPS® Survey Vendor

CMS-Approved Medicare Health Outcomes Survey (HOS) Vendor

CMS-Approved Medicare CAHPS Survey Vendor

NCQA-Certified CAHPS® PCMH Survey Vendor

CMS-Approved Survey Vendor for the CAHPS® for ACOs Survey

CMS-Approved Survey Vendor for the QHP Enrollee Survey

URAC HIPAA Security Accreditation

CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ)

HEDIS® is a registered trademark of the National Committee for Quality Assurance (NCQA)

Giving Healthcare Organizations the Tools and Resources to Improve

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http://www.themyersgroup.net/

The Myers Group continually evaluates HEDIS® NCQA, CMS, and other regulatory healthcare guidelines to develop and enhance our services to meet the evolving needs of our clients.

We work with some of the top healthcare organizations in the nation who rely on us to provide resources and crucial information about member perception and plan performance.

Experienced professionals work with each client to determine the best solutions for your specific needs. As experts in survey research and member outreach, we can provide guidance on survey design, methodology, sampling, segmentation and stratification of data, as well as recommendations for improving performance and enhancing your member outreach.

We provide the resources and guidance you need in today’s changing healthcare environment.

Experienced professionals

personally work with you to determine

the best solutions for your needs

The Resources and Guidance You Need

The power of information lies in the ability to effectively use it.

The services provided by The Myers Group provide a wealth of information along with the ability to understand and apply this knowledge into action.

Known industry-wide for our comprehensive and reliable analysis, The Myers Group provides action-oriented reporting including analysis of plan and/or industry comparison, trending, and benchmarking. Our reports are designed to fit your needs and provide valuable information and insight - giving you the power to succeed.

The Myers Group invites you to partner with us for full-service survey research and member engagement solutions.

The Power to Improve Performance and Quality

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Regulatory Surveys The Myers Group provides complete management of regulatory survey administration and requirements. We are an NCQA-certified survey provider for the CAHPS®, CAHPS®

PCMH, and Medicare HOS Survey, and a CMS-approved Medicare CAHPS®, CAHPS® for ACOs, and QHP Enrollee Survey provider. The Myers Group provides ongoing resources and industry updates to ensure healthcare compliance. We’ll help guide you each step of the way and provide you with an in-depth report of your survey results, giving you a wealth of actionable information and insight to improve performance.

Commercial and Medicaid CAHPS® Medicare CAHPS® Medicare Health Outcomes Survey (HOS) QHP Enrollee Survey CAHPS® PCMH CAHPS® for ACOs

CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ)

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The Myers Group Phone: 770-978-3173 Email: [email protected] Website: www.themyersgroup.net

The CAHPS® health plan survey is the most comprehensive tool available for assessing consumers’ experiences with their health plans and affiliated providers. Trust this important survey to the best in the business with The Myers Group. As an NCQA-certified survey vendor since the program began in 1998, we are the experts at conducting CAHPS. We have the experience, knowledge and dedication you can depend on for your CAHPS surveys. The Survey: Developed jointly by the Agency for Healthcare Research and Quality (AHRQ) and the National Committee for Quality Assurance (NCQA), the CAHPS survey assesses consumers’ experiences with their health plan and affiliated providers. The standard CAHPS surveys include Adult and Child versions for both the Commercial and Medicaid populations. Survey Management: The Myers Group has been successfully conducting the CAHPS survey since its inception in 1998. We administer the surveys through our onsite facilities, ensuring quality throughout each step of the process. Clients receive personalized service and attention with ongoing communication and guidance throughout the CAHPS survey process.

Guidance from the CAHPS experts

Personal Service

Reliable survey management

Online reporting Experience, knowledge

and dedication

Comprehensive final results reporting

Commitment to your success

Dependable Experience, Knowledge and CAHPS

Survey Guidance

Commercial and Medicaid CAHPS®

Reporting: We provide comprehensive analysis of CAHPS results in a format that is easy to understand and apply to quality improvement measures. Survey Consultants present the findings of our final report to each client to help plans better understand their CAHPS results. Augmenting the Survey: The Myers Groups also offers CAHPS augmentation. This allows additional plan members to be sampled for a specific segment of the health plan population. The augmented samples follow the standard CAHPS protocol, but data is not submitted to NCQA. However, results from the specified segment collected during the CAHPS survey administration can be combined with results from the core sample data collection process in a segmentation analysis. We invite you to partner with The Myers Group for your CAHPS surveys.

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The Myers Group provides Medicare Advantage and Prescription Drug plans with valid and reliable Medicare CAHPS® results along with insightful analysis to identify areas for potential quality improvement. We are a CMS-approved Medicare CAHPS® survey provider with extensive experience surveying the Medicare population. You can depend on The Myers Group to manage the details for you.

The Survey: The Medicare CAHPS survey assesses members’ experience and satisfaction with their plan for services provided and quality of care.

Survey Administration: The Myers Group conducts all components of survey research at our corporate headquarters near Atlanta, Georgia. Our processes undergo rigorous audits, and all functions are performed by highly trained and qualified staff members. Mail processing, survey scanning, phone outreach through

CMS-Approved Medicare CAHPS® survey provider

Comprehensive analysis

of survey results to identify improvement opportunities

Knowledge and expertise

conducting surveys to the Medicare population

Ongoing resources and guidance

The Myers Group has the Experience and Expertise

to Manage all the Details for You

Medicare CAHPS®

our state-of-the-art Call Center, survey collection and comprehensive analysis are all conducted onsite by The Myers Group. We adhere to high standards of quality to provide exceptional client service and satisfaction. Reporting: We provide online reporting and a comprehensive analysis of Medicare CAHPS results in a format that is easy to understand and apply to quality improvement measures. Clients receive a summary report of their results within days of final data submission. Survey Consultants present the findings of our final report to each client to help plans better understand their results.

The Myers Group provides plans with valid results and insightful information to improve quality, performance and patient care.

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The Myers Group is uniquely qualified to administer the Medicare Health Outcomes Survey (HOS) survey. The Myers Group provides personalized assistance and consultation with up-to-date information and guidance. As a CMS-Approved HOS survey provider, we have the qualifications and experience you can depend on to conduct your HOS surveys.

The Medicare Health Outcomes Survey (HOS) is designed for the Medicare population in managed care settings. It assesses a plan’s ability to maintain or improve the physical and mental health of its Medicare members over time.

The Myers Group has been successfully conducting the Medicare HOS survey since the program’s inception. We provide reliable survey management, up-to-date and relevant information and personalized assistance and consultation.

Specialized HOS guidance and consultation

Extensive experience

conducting Medicare surveys

NCQA-Certified HOS and CAHPS survey provider

CMS-Approved Medicare

CAHPS® survey provider Full-service organization

to meet all your Medicare survey and call center support needs

Experience You Can Trust

for Your HOS Surveys

Medicare HOS

Dependability: As a dependable leader in healthcare surveys, we have the experience and reliability plans trust to conduct their HOS surveys. Experience: The Myers Group has successfully conducted thousands of HOS surveys for Medicare Advantage plans throughout the country. Expertise: Two decades of experience and extensive knowledge conducting surveys for the Medicare population. Guidance: The Myers Group provides specialized HOS consultation and guidance. Clients receive ongoing status updates throughout the project. Spanish Language Protocol: We have extensive experience conducting thousands of mail and phone healthcare surveys to the Spanish-speaking population. The Myers Group participated with NCQA in the Spanish pilot testing program. Value Leader: We are the choice leader for value and service. When you partner with The Myers Group to conduct your HOS surveys we become your partner in quality improvement, providing a comprehensive array of resources, services and solutions to ensure your success.

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The QHP Enrollee Survey assesses the enrollee’s experience with their Qualified Health Plan (QHP) offered through the Health Insurance Marketplace. All Qualified Health Plans are required to conduct the survey through a CMS-approved survey vendor using a standardized survey protocol.

Guidance and Assurance with The Myers Group

The Myers Group is a CMS-approved survey vendor for the QHP Enrollee Survey.

With over two decades of experience conducting healthcare surveys and multiple survey provider accreditations, we have the experience and expertise to help you meet this important survey requirement. Plans receive ongoing guidance and assurance when they partner with The Myers Group to conduct their QHP Enrollee Surveys. Survey Objective

Information obtained from this survey is intended to help consumers choose a health plan, provide QHPs with actionable information for improve-ment, provide accreditation organizations with information to regulate and accredit plans, and provide data for consumer research.

CMS-Approved Survey Vendor

Over Two Decades of

Experience and Expertise

Personal Guidance Each Step of the Way

Actionable Information for

Performance Improvement Ongoing Information and

Updates on Compliance and Healthcare Regulations

Partner with The Myers Group to help you meet

this important survey requirement

QHP Enrollee Survey

Survey Details

Survey Tool: Based on the Medicaid CAHPS 5.0 with additional and supplemental questions.

Sample Size: 1,000 members per sampling unit. If there are fewer than 1,000 enrollees, then all eligible enrollees will be included.

Eligible Members: Adults (18+) enrolled at least 6 months with no more than one 30-day break in enrollment. Disenrollees included.

Sampling: Product level (HMO, PPO, etc.) offered by a particular issuer in a particular state.

Methodology: Mixed methodology with mail, phone, and web protocols.

Database: Plans will provide survey vendors with an audited database, and vendors will pull the sample.

Plan Requirement: QHPs with at least 500 enrollees are required to conduct the survey.

Let The Myers Group help you meet this important survey requirement.

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As an NCQA-Certified CAHPS® PCMH survey provider we invite you to partner with The Myers Group to conduct your CAHPS® Patient-Centered Medic al Home (PCMH) survey. We provide resources and guidance throughout the process to give you peace of mind and complete understanding of the survey administration and results.

For practices that know the importance of building a patient-centered medical home (PCMH), NCQA provides a reliable survey tool to assess the patient’s experience and overall satisfaction with the healthcare received from their clinicians. The Myers Group is an NCQA-Certified CAHPS® PCMH provider and has the experience and expertise to successfully manage your CAHPS PCMH surveys.

We conduct all five NCQA-approved survey methods: Mail, Phone, Mixed Mail/Phone, Internet and IVR. We also offer a TMG-recommended (and NCQA approved) enhanced methodology. Our personalized consultation can help you determine the best survey methodology to maximize response rates and results reporting.

With two decades of experience conducting healthcare surveys, TMG works as your consultative partner

Resources and guidance throughout the process to give you peace of mind

Personal attention and whole-team approach to customer satisfaction

NCQA-Certified CAHPS®

PCMH survey provider

Reliable Tool for Assessing Patient Experience and

Overall Satisfaction

CAHPS® PCMH Survey

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Developed jointly by AHRQ, NCQA and the Commonwealth Fund, this survey is the most comprehensive tool available for accessing patients’ experiences with their clinician’s practices. The CAHPS® PCMH survey supports the efforts of practices distinguishing themselves through enhanced patient care by providing: Direct patient feedback about

their experience and satisfaction

Practice level reporting

Measurable results with insightful reports highlighting your practice’s strengths and potential areas of improvement

Additional distinction for those practices participating in NCQA’s PCMH Recognition Program

http://ncqa.org/tabid/631/Default.aspx


The Consumer Assessment of Healthcare Providers and Systems (CAHPS) Survey for Accountable Care Organizations (ACOs) measures patient experience of care for accountable care organizations. The yearly survey asks patients about the interpersonal aspects of their healthcare and areas that patients have identified as being important to them. It assesses the seven required patient experience-of-care summary survey measures included in the Medicare Shared Savings Program and the Pioneer ACO Model.

The Best Solution for Your CAHPS® for ACOs Survey We invite you to partner with The Myers Group to conduct your CAHPS for ACOs survey. With the complex challenges facing today’s healthcare organizations, you need a partner who goes beyond standard survey administration to deliver added value, guidance, and resources to help you succeed.

We have the experience and know-how to manage your surveys and so much more – helping you meet new healthcare requirements and the challenges ahead! The Myers Group is a CMS-certified vendor for the CAHPS for ACOs survey. We have over 20 years of experience conducting CAHPS surveys and helping clients meet healthcare requirements and improve quality.

Welcome New Members New Member Assessments

Support in Meeting Standards/Requirements

Survey and Reporting

Options to Fit Your Specific Needs and Budget

Timely Information and

Assistance to New Members

Build Member Satisfaction and Loyalty

First Impressions Have Long-Term

Impact on Member Satisfaction and

Loyalty

CAHPS® for ACOs

Helping You Meet Healthcare Requirements and More We have extensive experience providing resources and solutions to meet the needs of today’s healthcare organizations. You can depend on The Myers Group for: Knowledge and Expertise

With two decades of experience conducting CAHPS Surveys

Personal Service and Attention With step-by-step guidance and resources

Member Outreach/Engagement Expertise and trained engagement specialists to promote patient satisfaction and quality care

Premium Value Managing all services onsite to assure high standards, quality, and value

Exceeding Expectations Providing much more than survey administration with a wealth of tools, resources, and tools for improvement

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Insight Surveys The Myers Group has been a leader in healthcare surveys and services since 1993, employing expertise and innovation in survey design, data collection, analysis, and reporting. Top plans throughout the nation rely on The Myers Group to conduct their healthcare surveys and deliver reliable results.

Behavioral Health Survey/ECHO®

Call Center Satisfaction Survey

CG CAHPS Survey

Case Management Survey

Disease Management Survey

Drill-Down and Simulation Studies

Provider Satisfaction Survey

Custom Surveys

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The Behavioral Health survey assesses the experience, needs, and perceptions of members with their behavioral health services. The Myers Group’s Behavioral Health survey is designed to help plans meet the NCQA standard (QI 6, Element C) for the administration of annual member experience surveys.

Meet NCQA Requirements. Meet Your Members’ Needs.

The Myers Group manages and guides our clients throughout all aspects of the survey administration and provides a benchmark so plans can compare their results for additional insight into their performance.

Survey Design: Our Behavioral Health survey was adapted from the ECHO® Version 3.0H survey developed by the Agency for Healthcare Research and Quality (AHRQ). The behavioral health survey measures the satisfaction of members who have received behavioral health care and helps plans gauge the effectiveness of their members’ care. The Myers Group can assist plans in adding custom questions to obtain valuable additional and targeted information.

Measures behavioral health treatment needs and health outcomes

Helps plans meet NCQA’s behavioral health survey requirements

TMG benchmark for comparison of results

Adapted from AHRQ’s ECHO® survey

Comprehensive final report

provides actionable feedback

The Behavioral

Health Survey is an Effective Tool for Evaluating Your

Members’

Behavioral Health

Survey Administration: The Myers Group’s Behavioral Health survey can be conducted using a mail-only protocol or a mixed methodology to include mail with telephone follow up. The Myers Group works with our clients to determine the best survey methodology to fit your specific needs. The Myers Group has extensive experience conducting Behavioral Health surveys, and we provide insightful reporting with useful and actionable feedback regarding your members’ behavioral health care. With increased focus on behavioral health, and the growing number of members receiving behavioral health care, this survey is a valuable tool for evaluating your members’ experience and measuring the effectiveness of your behavioral health services.

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A primary factor in determining member loyalty and satisfaction is the member’s experience with the health plan’s customer service department. With the Call Center Satisfaction survey, health plans can measure the experience and perceptions of their members calling customer service.

The Myers Group has administered Call Center Satisfaction surveys for many of the top healthcare organizations and has developed a research protocol that ensures consistency and reliability for establishing internal goals.

This survey is also a useful tool to measure service and quality. An ongoing survey program allows plans to track progress over time and measure the effectiveness of their customer service improvement initiatives. Respondents are asked about their level of satisfaction with: • Their last call with the customer

service department

• The accessibility of the customer service representatives by phone

• The customer service agent’s ability to resolve issues or answer questions

Ability to track progress

over time

Fully developed protocol to ensure consistency and reliability

Assesses your members’ experiences and perceptions when calling customer service

Assesses first call resolution rates

A powerful quality intervention for making changes and improvement

Discover Member Perceptions, Identify Improvement Areas and Track Progress

Call Center Satisfaction

In addition to identifying member perceptions, this survey helps health plans identify areas of focus for their customer service improvement initiatives. Research has found that the members’ call center and claims processing experiences significantly influence how they rate their overall satisfaction with the health plan. Our experience has shown this survey to be a powerful quality intervention for making changes and improvements within member services and/or improving CAHPS customer service scores.

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The CAHPS® Clinician & Group survey is designed to measure patient satisfaction and general experience with their primary care physician and/or physician practice. The Myers Group provides reliable and statistically valid survey results while streamlining the preparation process for health plans and provider groups. Health plans and provider groups administer the Clinician & Group survey (CG CAHPS®) to determine where to focus their improvement efforts and track performance.

The Survey: The CG CAHPS survey asks patients to report on and rate their experiences with a physician and/or practice in the following areas:

• Getting Appointments When Needed

• Courteous and Helpful Office Staff

• How Well Doctors Communicate

• Overall Rating of Provider to NCQA

• Follow Up on Test Results

Your resource for CG CAHPS information and resources

CG-CAHPS survey tools

Listing of recommended

supplemental questions (for each survey)

Reliable Results

Streamlined Process

Multiple options for

reaching your members

Information and

consultation based on the needs of your health plan

Provides Valuable Feedback to Increase Patient Satisfaction

CAHPS® Clinician and Group Survey

The Myers Group Advantage: We provide guidance and assistance throughout the survey project. The Myers Group offers multiple options for reaching the respondent. A mixed mail/phone methodology is recommended for effectively managing quotas to ensure statistically valid results. We carefully evaluate the member database at the physician or group level to verify patient volume is sufficient for achieving the objective. Reporting: The Myers Group provides a comprehensive final report including optional Physician/Group Report Cards to support transparency and accountability across the provider network. This information can be used for Pay-for-Performance initiatives and quality improvement programs.

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The Case Management survey provides a valid and reliable method for measuring case management satisfaction. The survey helps plans develop and gauge the success of quality improvement initiatives.

The Case Management survey was developed in 2007 by The Myers Group in response to NCQA standard QI 7: Complex Case Management, Element H - Satisfaction with Case Management.

The survey provides important information about:

Patient referral to the program and follow up

Access to care, coordination of care and quality of care

Quality of life

Prescription drug therapy

Physical therapy

Helpfulness of information and written materials

Overall satisfaction with case management program

Developed to support

NCQA QI Case Management Standards

Valid and reliable results with comprehensive analysis and insights

Measures satisfaction and

program effectiveness Final results reporting

provides valuable information to support quality improvement

Red-flag alerts notify plan when a member needs follow-up

Valid and Reliable Measurement of

Case Management Programs

Case Management

The Myers Group works with individual health plans to develop additional supplemental questions, if necessary, to obtain specific information about the case management program. The Myers Group provides an in-depth final report with graphic analysis of the survey results along with a phone consultation to discuss key findings and highlight opportunities. Survey results can be used to enhance the case management program and implement quality improvement initiatives. The Case Management survey is a valuable tool for measuring satisfaction and program effectiveness.

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The Myers Group (TMG) offers a reliable approach for measuring the effectiveness of disease management (DM) programs and provides actionable results reporting for your quality improvement initiatives.

Healthcare organizations today are placing increased focus on disease management for patients with chronic conditions and/or complex healthcare needs. Effective disease management programs help reduce costs while improving patient care.

Organizations choose The Myers Group to conduct their Disease Management surveys because of our reliable results, flexible survey options and superior reporting. The Myers Group delivers comprehensive analysis of the survey data to provide useful information that is easy to under-stand and apply to quality and program improvement initiatives.

Survey options including

the TMG survey and custom disease management surveys

Valid and reliable results with comprehensive analysis and insights

Survey Consultations to

help you select the best survey for your needs

Dedication to improving

healthcare by providing meaningful information

Insights from TMG’s Disease Management

Survey Can Help Improve DM

Program Results

Disease Management

Our Disease Management Survey options include: The Myers Group’s Disease

Management survey which supports NCQA Standard QI 8 (Disease Management), Element I (Satisfaction with Disease Management).

Custom Disease Management

surveys based on specific programs and organizational needs.

The Disease Management survey provides a dependable approach for measuring a plan’s DM program satisfaction and effectiveness.

The Myers Group offers flexible options and reliable results to meet your Disease Management survey needs.

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The Medicare CAHPS® Drill-Down survey allows health plans to explore key factors influencing member satisfaction. The Myers Group developed this survey to help Medicare Advantage and Prescription Drug plans obtain actionable information based on their member-specific data.

Because You Still Have Questions

This survey was designed to drill down further than the Medicare CAHPS survey to help plans better target improvement initiatives. While the standard Medicare CAHPS survey points to indicators of strength or areas of improvement, more detailed information is often needed for effective follow-up action plans and decision making. This proprietary questionnaire was developed by TMG’s experienced research analysts and Medicare CAHPS specialists and is designed to help Medicare Advantage and Prescription Drug plans obtain actionable information based on their member-specific data.

Questionnaire designed

to drill down on key components of the Medicare CAHPS survey

Focus on areas related to Star Ratings

In-depth questions designed to identify opportunities to improve satisfaction and experience of care

Developed by TMG’s experienced research analysts and Medicare CAHPS specialists

Full analysis package providing actionable information and insight

Simplifying the Process

and Enhancing the Results

Medicare CAHPS® Drill-Down Survey

The survey includes core Medicare CAHPS questions, supplemental questions to explore the reasons behind member experiences, open-ended questions and several write-in response choices. In-depth questions, including multi-mark response choices, assist in identifying opportunities to improve member satisfaction and experience of care.

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Provider satisfaction is vital for today’s health plans. Provider satisfaction can be closely linked to member satisfaction and overall perception of health plan performance.

The Myers Group conducts the Provider Satisfaction survey to assess the provider’s and practice manager’s overall satisfaction with the health plan. In developing the Provider Satisfaction survey, The Myers Group did extensive research into the components impacting provider satisfaction, and we conducted focus groups and in-depth interviews with physicians and office managers.

The survey is designed to compel physicians and office managers to complete the survey and to provide valuable and relevant information to the healthcare organization.

Employs methods to Improve physician response rates

Ability to compare overall

physician satisfaction ratings with other participating plans

Identifies areas of improvement to increase provider satisfaction

Experience and expertise

in managing this challenging survey

Assesses the Satisfaction of Your Providers and

Practice Managers

Provider Satisfaction

The Myers Group Provider Satisfaction Survey: Measures physician satisfaction

with the plan Identifies providers’ issues

regarding the health plan and their ratings of provider services

Identifies factors impacting

physician satisfaction and loyalty to the plan

Provides the opportunity to

compare overall physician satisfaction with other plans

Provider surveys can be challenging for plans to administer. However, The Myers Group has the experience and expertise to help plans navigate this process. The Myers Group helps increase physician response rates with a well-designed survey that asks relevant questions. The Myers Group conducts the survey through various methods and employs reliable sampling methodologies. We also offer the option to provide feedback to the providers, which can increase physician cooperation.

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Performance Improvement Consulting The Myers Group’s Performance Improvement Consulting Services assist healthcare organizations with strategies and initiatives to improve survey scores/ratings, performance, and member satisfaction.

Stars/scores improvement consulting

Action planning and guidance

Quality improvement recommendations

Interpretation of survey results and implications

Initiatives and solutions for increased plan performance

Best practices and strategies of the top health plans

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The Myers Group (TMG) prides itself in providing the most comprehensive reporting and in-depth analysis. Yet, we understand plans may sometimes need additional assistance in determining how to best use this information to identify improvement opportunities and appropriate next steps.

Harnessing the Power of Information TMG offers performance improvement consulting services to respond to our clients’ needs and help organizations develop improvement initiatives and solutions for increased performance, member satisfaction, and improved scores and ratings.

Our experienced consultants, with extensive backgrounds in quality improvement, healthcare research, and program evaluation & development, have worked with and for health plans to implement process improvements and strategic initiatives. Organizations sometimes need an outside or objective viewpoint to help evaluate the information and assess the company’s strengths and weaknesses. We help you review your reporting and results data to determine your overall strengths and areas for potential improvement. We help you discover key areas that can have the most impact on organizational performance.

Insights and information based on overall findings

Examine plan strengths and

weaknesses, and how these can impact plan performance

Identify common themes, best

practices, and calls to action Develop recommendations

and action plans for improvement

Stars/scores improvement

consulting

Harness the Power of Information with

TMG’s Performance Improvement Consulting

Consulting Services

Action Plans for Improvement TMG Performance Improvement Consultants can work with you to develop recommendations and action plans for improvement. We help you evaluate initiatives for potential improvement based the data provided, best industry practices, and in consulting with your organization’s team members.

Stars/Scores Improvement We understand stars and scores improvement is very important to your plan. TMG helps you evaluate your current programs and survey results to develop a realistic plan for improvement. There is no magic bullet, but there are steps you can take now to bring you closer to your goals.

Let us empower your plan for long-term success in the rapidly changing world of healthcare.

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Member Engagement and Outreach

TMG Connect® Improve member engagement and outreach, increase member loyalty and reduce costs with TMG Connect®, a division of The Myers Group. TMG Connect® offers member outreach programs to help you engage with your members and meet their needs throughout every stage from enrollment to satisfaction with the plan, tracking studies, medication adherence, and retention and renewal.

New Member Welcome

Health Risk Assessment (HRA)

Emergency Room Over-Utilization

HEDIS GAP Outreach

Medication Adherence

Medication Therapy Management (MTM)

Annual Notice of Change

Preventative Care Outreach/ Reminder Calls

Retention and Renewal

Reminder to Pay

Provider Access

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TMG Connect® is a division of The Myers Group

www.tmgconnect.net

TMG Connect® Call Center Services Above The Rest

Partner with an Industry Leader Partner with an industry leader with over 20 years of experience in call center services, member engagement/outreach, survey management, and healthcare solutions. TMG Connect®, a division of The Myers Group, provides reliable call center outreach programs to engage members, increase loyalty, and reduce costs.

Our Capabilities TMG Connect® is flexible and customizable to our client’s needs. We immerse ourselves in our client’s culture with training and

insights, so we truly become an extension of your organization. Our large onsite mail fulfillment center compliments live agent

outreach and member engagement campaigns. Phone agents are onsite employees. No offshore outsourcing. Designated teams ensure accountability and superior results.

Our Credentials Our focus is on healthcare. We are committed to serving the

healthcare community. All services are performed at our onsite call center. We have over 20 years of experience conducting effective and

reliable member engagement and healthcare outreach programs. Complete customer satisfaction is our goal. This is reflected by

our high client retention rate. We are dedicated to security and integrity in all operations and

have been awarded URAC’s HIPAA Security Accreditation.

What This Means For YOU Peace of mind that you are in good hands because we have the

experience and expertise to manage all the details for you. Dedicated project management team to ensure service excellence

and the desired program outcome. Accountability so you can be assured your outreach programs are

expertly handled. Project planning leadership to take the burden off of you. Ongoing communication with lead members of the project team.

The Myers Group is passionate about delighting our clients through service, quality, and results!

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Research has indicated that members who understand their plan design, options, and coverage give higher satisfaction ratings with the health plan. The Myers Group offers a number of New Member Welcome survey modules to help ensure your members are informed, receive a warm welcome from the plan, and are completely satisfied.

The Myers Group can conduct your new member surveys and welcome calls to help you meet state and/or CMS requirements, make a positive first impression and conduct health risk assessments to ensure members get the care they need.

We have the experience and expertise to successfully manage these outreach programs for you while also obtaining valuable new patient information and assessments. You can be assured your members are receiving a warm welcome message from our professional staff. Welcome calls are conducted from our state-of-the-art call center by experienced agents specifically trained on new member protocol. The enrollment period is a critical time to ensure satisfaction and build loyalty among your members.

Welcome new members and provide timely information and assistance

New member health risk

assessments

Experienced English/ Bilingual agents

Survey and reporting

options to fit your needs and budget

Call monitoring for quality assurance

Call recording capabilities

Build member satisfaction and loyalty

First Impressions Have Long-Term

Impact on Member Satisfaction and

Loyalty

New Member

Welcome all new members and provide important plan information: The Myers Group can provide a warm welcome to each new member and provide relevant health plan information to ensure member understanding and satisfaction.

Timely follow up: The Myers Group can provide daily feedback to you for specific responses that require timely follow up - for example, members who need additional assistance or have not received their ID card or other information/deliverables.

Build member satisfaction and loyalty: The most successful plans track new member satisfaction and understanding and use this information to make improvements to their collateral, plan design and customer service. We provide comprehensive feedback to help you understand and respond to the needs of your new members.

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The Myers Group’s Health Risk Assessment (HRA) surveys are designed to identify new member health risk status and to expedite effective healthcare management or wellness initiatives. Our professionally trained agents gather specific and comprehensive health information to help you determine the appropriate follow-up needs of your members, which may ultimately minimize risk. The Myers Group HRA Solution Healthcare reform places significant focus on controlling costs while providing preventive care and better care management. Health plans and governing authorities at the state level and by CMS recognize the importance of Health Risk Assessments. YOU CAN’T SOLVE WHAT YOU DON’T KNOW The Myers Group utilizes a systematic approach to collect data to identify risk factors, provide individualized feedback and estimate the level of health risk. Additional outreach support includes: Helping members choose a PCP or

schedule an appointment

Warm transfer of members to plan representatives when needed or requested based on your guidelines

IVR reminders or updates

Supports compliance

requirements of SNPs and the Patient Protection and Affordable Care Act (PPACA)

Responds to the need for

a new member health assessment

An important tool to stay ahead of claims data and improve HEDIS measures

Effective outreach to engage members, enhance wellness programs and direct members to appropriate care management programs

HRAs Are Critical for Accessing the

Needs of Your Members

Health Risk Assessment

The Myers Group Advantage Two decades of experience in

healthcare research and call center services

Flexibility and consultative approach in meeting your specific HRA objectives

Customized approach in developing health risk calculations and formulas

TMG and Client System interface capabilities to give you access to your data immediately

Trained call center agents serve as professional representatives of your organization

HOW WELL DO YOU KNOW YOUR MEMBERS? Do you have the information to meet your members’ needs,

improve quality scores and reduce costs?

HRAs are an effective way for plans to assess and control health risks for these new members.

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Emergency room over utilization is one of the leading causes of today’s ever increasing healthcare costs. Targeted member/patient outreach and education, like the programs offered by The Myers Group, have shown to be an effective strategy for reducing avoidable emergency department visits. It is estimated approximately one-third of emergency department (ED) visits are classified as unnecessary or avoidable, and the majority of the patients seen in emergency rooms across the nation are for non-emergent reasons. The Myers Group Solution The Myers Group (TMG) works with you to develop an outreach program and scripting that leads your members to take action, while delivering a custom message specific to your needs. Our call center engagement specialists become an extension of your organization. TMG’s talented team of onsite professionals are experts at not only reaching your members, but also in delivering targeted education at any level.

The Myers Group offers a full line of services to reduce emergency department over-utilization.

Educate members about emergency department alternatives

Assist in locating in-network

providers

Provide information and referrals to urgent care facilities

Help resolve Rx questions

and issues Appointment scheduling

and follow-up reminder calls

Reliable Solutions to Reduce Costly

Emergency Department

Over-Utilization

Emergency Department Ultra-Utilizer Program

TMG Services to Reduce Emergency Department Over-Utilization:

Educate member on emergency department utilization

Locate in-network physicians

Assist in appointment scheduling

Conduct follow-up reminder calls in 30, 60 or 90 days

Educate member about transportation, nurse line, and OTC benefits

Provide member with referrals and information on urgent care centers

Help resolve Rx questions and issues

Mail educational materials to the member (or provide alert in your system)

Provide referrals and/or phone transfers to other departments or services (case management, behavioral health, etc.)

Additional services customized to your objectives

In addition, The Myers Group will continue to work with you to monitor and adjust the program for maximum results.

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The Medicare Advantage Member HEDIS Care Gap campaign provides outreach to Medicare Advantage members who have been identified as having gaps in their care. This outreach helps educate members and motivates them to take action. We can also proactively schedule appointments with the member’s physician.

A High-Touch, Personalized Approach for Closing Gaps in Care which Impact HEDIS Measures Engagement Specialists reach out to targeted members who are not meeting the standards for the treatment of specific conditions or for receiving important preventive screenings.

You Identified The Gaps - Now What? Knowing which members have gaps in their care is an important first step. But once they have been identified, it is critical that health plans take action to move these members into compliance. TMG Connect® Can Help We have the experience and expertise to successfully manage these outreach programs for you. TMG Connect operates as an extension of your plan, and we work diligently to improve the health of your members and boost your Star Ratings.

Warm outreach from highly skilled engagement specialists encourages appropriate screenings and preventive care

Closing gaps in HEDIS

compliance boosts Star Ratings and increases revenue

On-site call center with

bilingual (English/Spanish) language options

Innovative technology and the ability to interact directly with your systems

Navigate Members Toward Better Health

with Proven TMG Connect®

Outreach Solutions

HEDIS® Care Gap Outreach

Focus On Measures That Affect Large Numbers Of Members The Myers Group recommends that plans focus on gaps that affect many members, such as mammograms, colorectal screenings, diabetes care, heart disease, and flu shots. We will work to customize a campaign that meets your specific needs.

Communication With High Volume Provider Groups TMG can send a co-branded message to provider groups with large numbers of your members and/or with significant numbers of members identified as having gaps in care. This informs providers of the program and establishes office preferences for appointment scheduling.

Appointment Scheduling Turns A Reminder Call Into A Call To Action TMG Engagement Specialists call on members using scripts designed to engage members to take action, reminding the member that they are missing a screening or follow-up important to their health and wellbeing. We can also set up an appointment with their doctor while they are on the phone line.

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Personalized approach to

improving medication adherence and overall member satisfaction

Improved Medicare CAHPS and CMS Star Ratings through increased medication adherence

On-site call center with advanced systems and technology

The resources and support you need to ensure effective outreach and member engagement

Customized Member Engagement and Outreach Support

Medication Adherence

Medication adherence plays an integral role in reducing the overall cost of care, improving clinical outcomes and improving CMS Star Ratings. Rx non-adherence is particularly concerning, from a clinical perspective, for those on “specialty medications” for chronic or high risk diseases or conditions. The Myers Group’s medication adherence campaigns target those chronic conditions and out-of-compliance members with a personalized and effective approach.

Rx Adherence Monitoring and Outreach Even the best healthcare and prescription medications can be rendered ineffective if medications are not taken as prescribed. Rx non-adherence is a major health issue, contributing to negative health outcomes, an increase in urgent care visits and ultimately healthcare spending. CMS and healthcare stakeholders understand the importance of adherence, but struggle to ensure patient compliance.

Strategic Solutions to Improve Rx Adherence Outcomes

The Myers Group provides the needed resources, support tools and proven expertise to administer effective Rx outreach programs to include: A proactive, preventive reminder

to avoid member non-adherence

Personalized follow-up calls to determine root causes and identify reasons for non-adherence

Customized approach to inform, educate and assist members with Rx adherence challenges

Improved member compliance and satisfaction, increased member engagement and improved health

The opportunity to improve your

Medicare CAHPS and CMS Star Rating outcomes

Health plans are being held accountable by CMS to closely monitor and improve medication adherence among Medicare members. Several CMS Plan Rating Measures, and the Medicare CAHPS® Survey, focus on monitoring and improving medication adherence. MA and PDP Plans are advised to begin early in the year to implement quality improvement strategies and/or outreach initiatives to optimize CAHPS® and CMS Star Rating Plan outcomes.

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Are You Prepared for the Increased Focus on Medication Therapy Management?

With a renewed focus on Medication Therapy Management (MTM) for keeping people healthier, reducing costs and improving quality, CMS has raised outreach and performance expectations for Part D sponsors, requiring plans to spend additional resources and focus on MTM programs. Is your plan prepared to meet these new challenges? The Resources You Need The Myers Group’s MTM Outreach campaigns and MTM Member Satisfaction surveys address these heightened requirements and performance measurements. MTM Outreach Campaign The MTM Outreach campaign educates your MTM-eligible members about the benefits of your MTM program, such as a Comprehensive Medication Review (CMR). This outreach also helps to engage your members in the program. Member engagement in these programs supports the newly-proposed CMR Star Measure and the general health benefits resulting from effective MTM programs - such as reduced hospital readmissions. TMG can even schedule CMRs in your system or transfer members to your clinical or pharmacy staff to schedule or complete a CMR. Our trained call center agents operate as an extension of your plan’s customer service, without the high costs and labor associated with additional staffing.

Designed to specifically

address heightened MTM requirements

Two decades of experience

designing and conducting healthcare outreach initiatives

Experienced onsite call

center agents serve as an extension of your plan’s customer service

Personalized consultation

to meet your MTM outreach objectives

Resources and Solutions for

Medication Therapy Management

Medication Therapy Management (MTM)

MTM Member Satisfaction Survey With CMS emphasizing continuous improvement and quality measurement, The MTM Member Satisfaction survey is a valuable resource. The survey assesses MTM program performance and provides insightful data to help you develop a continuous improvement plan. The Myers Group Advantage: Assurance that each member is

contacted and offered a CMR in a timely manner (within 60 days of automatic enrollment, per CMS specifications)

Extensive experience conducting effective healthcare outreach and satisfaction campaigns

Advanced technical capabilities for seamless information transfers

Red-flag alerts can notify you if a member has an urgent concern

Survey questions evaluate the program’s services, materials and providers. We offer multiple modes of survey administration including mail, phone, IVR and Internet/e-mail.

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“We were impressed with the attention given by the TMG Connect team in the planning and implementation phase of our OEV campaign. TMG Connect exceeded our expectations so they are now conducting our OEV calls year-round.” -UPMC Health Plan

Additional TMG Connect Services

Following is a sampling of additional outbound campaigns The Myers Group can conduct on behalf of your health plan. We also welcome the opportunity to customize a campaign to meet your specific needs or requirements.

Annual Notice of Change (ANOC) Campaign Call campaign designed to supplement the Annual Notice of Change mailing that is typically sent to Medicare Advantage and Medicare Part D members in September of each year. Plans have the option of using live agent phone outreach or IVR to notify members of plan changes in premiums and benefits to take effect on January 1st of the following year. Supports efforts to keep Medicare members informed of all changes that impact their coverage. Preventive Care Outreach Campaign Live agent phone outreach or IVR calls to plan members serve as a reminder of the preventive services that they need to get to help you improve your HEDIS scores. These are very effective when the call is scheduled on the member’s birthday. This campaign promotes preventive care, helps support HEDIS initiatives and supports member retention efforts. Retention and Renewal Campaign Promotes member retention by contacting members during open enrollment. Reminds members to re-enroll in the plan. The call can also assist members in updating their records including, but not limited to, primary care physicians, addresses and phone numbers. Helps to maintain the plan’s overall market share. Reminder to Pay (FTP) Campaign Medicare plans are required to provide a grace period for the payment of plan premiums. Phone outreach notifies members when the grace period has been entered as well as the payment requirements and time-frame for payment to avoid potential disenrollment due to non-payment of plan premiums. Assists health plans in member retention.

Provider Access Campaign Assists plans by auditing provider appointment availability and after-hours access to care. Phone outreach is made to provider offices to determine next available appointments as well as after-hours accessibility. Information is then compared to the health plan’s access standards. Helps to target non-compliant provider offices for improvement initiatives.

TMG Connect® Campaigns are designed to support CMS and/or Medicaid standards.

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The Myers Group’s Value Proposition

At The Myers Group, we go above and beyond expectations, providing a comprehensive array of resources, tools, and training. We become your partner in member outreach and engagement, survey management, and quality improvement. The Myers Group brings a wealth of insight and value-added resources to the relationship including:

Years of experience and knowledge

guiding you each step of the way

Tools and resources to keep you ‘In the Know’ with regulatory requirements

Sophisticated and customized project management to give you peace of mind

Experienced senior level consultation

TMG benchmark studies to compare your results with other organizations

Training, webinars, blogs, and resources to help you compete in today’s market

Scores and Star Ratings improvement strategies and resources

Case studies, comparisons, and best practices to gauge your success

We invite you to partner with The Myers Group for unparalleled service, resources, and reliability.

A Partner You Can Trust

The Myers Group is committed to protecting the privacy, security, and integrity of information received from or on behalf of our clients.

We maintain the highest standards of integrity in the performance of our business and maintain compliance with HIPAA and other regulatory requirements.

Security Accreditation from URAC

The Myers Group has been awarded URAC’s HIPAA Security Accreditation which outlines a framework of operational policies and best practices necessary for an effective compliance program.

CASRO Member

As a member of the Council for American Survey Research Organizations (CASRO), The Myers Group adheres to the CASRO Code of Standards and Ethics - a rigorous set of standards recognized as the benchmark for the research industry.

The Obvious Choice When You Want The Best

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Giving Healthcare Organizations the Tools and Resources to Improve

The Myers Group is a full-service healthcare improvement organization providing healthcare surveys, member engagement/outreach, and performance improvement tools and consultation.

Accreditations:

NCQA-Certified CAHPS® Survey Vendor CMS-Approved Medicare Health Outcomes Survey

(HOS) Vendor CMS-Approved Medicare CAHPS Survey Vendor NCQA-Certified CAHPS® PCMH Survey Vendor CMS-Certified Vendor for the CAHPS® for ACOs Survey CMS-Approved Survey Vendor for the QHP Enrollee Survey URAC Security Accreditation

The Myers Group delivers valuable member feedback and reliable analysis to support improvement initiatives through survey research, phone outreach, and member engagement programs for healthcare organizations throughout the nation.

Regulatory Surveys

Complete management of survey requirements

Certified Survey Vendor In-depth, actionable reporting and analysis Trusted experience for the best results

Insight Surveys

Comprehensive line of tested, reliable surveys

Valuable, in-depth insight and feedback Customization and Flexibility Experts in survey design and execution

TMG Connect® - Call Center Services

Advanced call center support services Enhanced member outreach/engagement Full-service onsite, US-based call center Expertise in managing regulatory

requirements

Performance Improvement Consulting

Star/Scores Improvement Experienced guidance and action planning Recommendations for quality improvement Understanding survey results and

implications

The Myers Group | 1965 Evergreen Blvd., Suite 100, Duluth, GA 30096 | 770-978-3173 | TheMyersGroup.net

http://www.themyersgroup.net/

the myers group brochure of services

Documents

medicaid cahps

cahps clinician

cahps pcmh survey

medicare cahps drill

consulting services

center services

case management

disease management