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Our Partner Survey

Imagine your revenue cycle management partner listened and responded to feedback you provided, and then implemented direct action to improve your customer experience.
Customer experience is a catalyst of transformation. It directly impacts culture, strategy, structure and all parts of a business.
Christine Crandell
Business Leader and Forbes Contributor
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We ask one simple question to our partners.

MediRevv’s Partner Survey is based on the philosophy of the Net Promoter Score (NPS), which measures customer loyalty and satisfaction. We begin by asking one simple question to our partners:

How likely is it that you would recommend MediRevv to a friend or colleague?

Surveying our customers provides insight into how happy they currently are with our service and is a way to make our business relationships better. According to "The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World," NPS is ultimately is a business philosophy, a system of operational practices, and a leadership commitment; not just another way to measure customer satisfaction.

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Here’s what we heard.

We take our customer feedback seriously and will always be upfront—you may be surprised to see our detractors’ comments represented, but this is how we are able to improve our processes.

PROMOTERS: SCORE 9 OR 10

“The support we receive with MediRevv being first line customer service support is of the utmost beneficial to our team. They have a collaborative atmosphere and we consistently talk about how to improve and take collections and patient calls to the next level. They have valuable resources to be able to tape calls and do advanced searches based on words or phrases to assist with questions or concerns that may arise. I highly recommend.”

Director of Business Office, Revenue Cycle Solutions
PROMOTERS: SCORE 9 OR 10

“Prompt and thorough response and they are very professional and wonderful to work with.”

Director, Physician Billing Office
PASSIVES: SCORE 7 OR 8

“I struggle to give the highest possible score to anyone. However, my experience thus far with MediRevv has exceeded my expectations which have been set based on similar experiences with other like vendors.”

Executive Director, Physician Patient Financial Services
PASSIVES: SCORE 7 OR 8

“Collaboration and culture that drives performance; MediRevv is truly a partner.”

Senior Vice President, Chief Financial Officer
DETRACTORS: SCORE 0 – 6

“I don’t feel that the staff is fully researching coding denials.”

Lead Coding Specialist
DETRACTORS: SCORE 0 – 6

“Lack of strategy in aging reduction”

Director, Non-Government Billing

Your feedback really matters to us.

MediRevv views our customer relationships as true partnerships and places high strategic value on the great things that happen when honesty and candor prevail. Our philosophy for administering our Partner Survey to our customers is centered on giving our partners a platform to quickly and easily provide feedback on how well MediRevv is meeting their needs. It’s a snapshot in time and based on what is top of mind for our customers.

Our key opportunity was to improve our insurance hospital billing follow-up processes.
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Here’s what we’ve done.

We listened to the voice of our customers about how we could serve them better. Not only did we listen, but we started from scratch. We enhanced and updated our Hospital Billing Manual which includes a detailed look into the hospital billing process from start to finish (admission to accounts receivable).

Our best practice Hospital Billing includes:
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Continuous research and review of common Hospital Billing denials

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Enhanced Hospital Billing Denial Management guide based off common Hospital Billing denials

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Conducted a detailed training on Hospital coding denials on CodeCorrect which includes real examples to help “see the process”

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Deployed a Hospital Billing Training Quiz that goes over all information found in the Hospital Billing Guide

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Focused training for denial management using scenario-based worksheets with real denial examples

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Continued review on 837I edits

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Here’s why it matters.

In a perfect world every customer would be 100% satisfied all the time. But we recognize that there will always be opportunities for improvement that will exist in every facet of our complex industry.

We are wholly focused on closing the loop and acting to resolve issues that are brought to light by our customers. It’s not only important to us that we respond to what our customers say we’re doing right, but also where we can improve. We view the latter as the best catalyst for change and how we maintain our focus as a customer-centric service organization. We want to drive success for our customers, which is why we’re working hard to close the loop and serve them in a way that enables them to thrive.

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