West Virginia Offices of the Insurance Commissioner 2009 Annual ...

A Client Reporting process was developed to assist the plans in communicating client participation in
the MHCP. Client reporting represents carriers, third party administrators, and self-insured employers.
Regular subscriber employers are not included in this data. Aggregate participation was reported as:
60 clients and 77 sub-clients.
During this period an electronic imaging system was fully implemented to support stakeholder needs
and to reduce paperwork engendered in the managed health care area of this division. Policies and
procedures were developed and tested to support this function.
OTHER:
The Medical Rates and Plans Division maintains a website that encompasses their regulatory functions.
This website enables stakeholders to easily access information, forms, applications and directions for
their use. When appropriate, telephone callers to the division, are directed to this web site so they may
have instant access to the information. The agency website underwent a complete revision in 2009.
During this period, the Medical Rates and Plans division completely revised each page of it’s website
to enhance customer service, including a direct email inquiry address for customer use. More than 100
inquiries were processed just from this source alone. In addition to answering specific managed care
and medical fee schedule questions, the Medical Rates and Plans direct email inquiry address provided
valuable feedback concerning the stakeholder community’s satisfaction, perceptions, and opinions
about the services provided by this division and assists in its oversight and process improvement
initiatives. Based on this and other information, the website is reviewed and revised on a regular basis
as information and responsibilities change and to improve service.
Complex data bases and spreadsheets have been developed to track and support various functions of
this division. Such systems, as exampled above, are reviewed and revised on a regular basis to
enhance lessons learned and improve division benchmarking opportunities and functionality. The
information garnered from these information systems also allows Medical Rates and Plans to provide
support to other divisions within the OIC and other agencies, such as: Administrative, Legal, Medical
Director, Customer Services, Claims Services, Self-Insurance, WV uniform credentialing initiative,
and the Governor's Office of Health Enhancement and Lifestyle Planning.
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