IEHP earns 100th percentile national ranking in provider satisfaction

Inland Empire Health Plan (IEHP) achieved a 100^th percentile national ranking in overall satisfaction based on a 2023 Provider Experience Survey by Press Ganey. The health plan ranked in the 99^th percentile the previous three years.

Nearly 1,200 primary care doctors, behavioral health providers and specialists participated in the survey, conducted in July 2023. In addition to overall satisfaction, IEHP earned a perfect percentile ranking in four other categories: finance, pharmacy, call center service staff, and utilization and quality management (UM and QM).

Compared to other health plans surveyed, IEHP scored “significantly above” in all eight service categories, according to Press Ganey.

“Feedback is essential in moving us forward in our mission to provide optimal care for all,” said Susie White, IEHP’s chief operating officer. “We utilize the feedback from our providers to ensure we are delivering the support and tools they need to provide care.”

Key findings indicated providers were satisfied overall with IEHP’s network, coordination of care and provider relations. More than 98% surveyed said they would recommend IEHP to other physician practices.

Based on survey findings, three key areas of focus were identified to enhance the provider experience:

• A network expansion of quality providers in areas determined to have a gap in coverage by “provider type” and “practice capacity.”
• The continued advancement of virtual care to more providers, including urgent care e-visits and the adoption of concierge medicine.
• The drive to educate more providers on IEHP’s Provider Portal, which offers secure member information and health plan updates.

“Our team is committed to improvement in all areas, including categories that achieved a high score,” said Esther Iverson, director of provider communication for IEHP. “We value our partnership with providers and our privilege to support the care they provide to the Inland Empire.”

IEHP’s Provider Services Network expands across Riverside and San Bernardino counties, with more than 8,000 providers serving 1.5 million members annually. To learn more, go to iehp.org.

With a mission to heal and inspire the human spirit, Inland Empire Health Plan (IEHP) is one of the top 10 largest Medicaid health plans, the largest not-for-profit Medicare-Medicaid public health plan in the country, and for the third year in a row, certified as A Great Place To Work®. In its 27th year, IEHP supports more than 1.5 million Riverside and San Bernardino County residents enrolled in Medicaid or IEHP DualChoice (those with both Medi-Cal and Medicare). Today, IEHP has a growing network of more than 8,000 providers and more than 3,000 team members who are fully committed to the vision: We will not rest until our communities enjoy optimal care and vibrant health. To learn more, go to iehp.org.