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CAHPS速 2014

Do you need more from your CAHPS速 vendor?

Take a look at

The Myers Group

and all we can do for you!

The Myers Group 1965 Evergreen Blvd., Suite 100 Duluth, GA 30096 The Myers Group

770-978-3173 x1338


Your Resource for CAHPS® And so much more! The Myers Group When you choose The Myers Group for CAHPS®, you get much more than survey administration. In addition to superior survey services, we become your partner in quality improvement. We go the extra mile, giving you and your team the resources and guidance you need to meet your internal and external project goals. Beyond CAHPS, The Myers Group (TMG) provides an extensive array of services, resources and solutions to help you improve performance and ratings through successful quality improvement initiatives. TMG CAHPS Family of Surveys

 CAHPS® (Commercial and Medicaid)

What are our clients saying??

 Medicare CAHPS®

“As always, it has been a pleasure to work with everyone at The Myers Group. The personal attention given to each client is the best. The Myers Group understands the importance of customer satisfaction and goes the extra mile with every project.”

 CAHPS® Patient Centered Medical Home (PCMH)

 CG CAHPS®  CAHPS® Drill Down

Manager of Clinical Informatics

Focus on Your Specific Needs and Goals  TMG Account Managers and Project Managers seek to build a strong relationship with our clients to better understand your specific needs and meet your objectives.

 Ongoing support, communication and information throughout your project administration.

 In-depth and comprehensive CAHPS reporting including summary tables and drill-down analysis which rivals any of our competitors.

 A project team dedicated to extreme customer care and a high level of service to exceed your expectations.

The Myers Group


Your Resource for Information and Best Practices  The Myers Group provides meaningful information and resources based on our extensive experience and research. Examples include: •

CAHPS Book of Business analysis and report - highlighting market trends, insights and recommendations.

Survey product best practices, research studies, white papers, blogs and articles.

Educational and informational Webinars and client training to keep you informed and prepared.

Support and resources to prepare for the health insurance exchanges.

 We help plans understand consumer experiences and perceptions to help direct decision making, needed changes or improvements.

TMG conducts the CAHPS survey for health plans throughout the nation. We compile the aggregate data into our CAHPS Book of Business Report, allowing our clients to compare their results. TMG’s benchmarks closely match NCQA and CMS CAHPS results.

CAHPS® Book of Business – Key Findings and Insights  The Myers Group published a CAHPS Commercial/Medicaid Book of Business white paper and hosted a Webinar to present our findings, highlight important trends and provide recommendations. Click here to request a copy of this report.

 TMG’s CAHPS Book of Business report for Commercial/Medicaid and Medicare CAHPS provides an immediate and viable benchmark to compare your results with other plans.

 Because we conduct the CAHPS survey for many health plans across the nation, we are able to analyze aggregate results to provide valuable information and insight.

 The Myers Group compiles an extensive report highlighting the key findings from our CAHPS Book of Business.

The Myers Group


Health Exchange Readiness The Myers Group has several programs to help plans prepare for the health insurance exchanges, onboard new enrollees, and engage and retain health plan members.

 New Member Outreach  Member Satisfaction Surveys  Health Risk Assessments (HRAs)  Reminder Calls  Preventive Care Outreach  Member Engagement/Outreach and Support Services

Medicare CAHPS® and Star Ratings  Recognizing the importance of the CAHPS measures included in Star Ratings, TMG provides information and resources to improve quality and member satisfaction scores.

 The Myers Group has developed three informational white papers on Medicare CAHPS research results and insights, titled the TMG Medicare CAHPS® Research Series. Click here for a copy of this report.

 The Myers Group continually conducts research and partners with Star Rating experts for information and recommendations to help you improve your Star Rating outcomes.

 TMG’s Medicare CAHPS Book of Business . . . •

Allows plans to see how they compare to other plans.

Is available to TMG clients within a couple weeks of data submission in our At-A-Glance Summary Reports.

Has shown to be very close to CMS’ national data.

The Myers Group


Medicare CAHPS® Drill-Down and Simulation Surveys  The Myers Group was the first to develop a comprehensive Medicare CAHPS DrillDown Survey.

 Developed by our Medicare analytics team and industry experts, the survey drills down on key components of the Medicare CAHPS survey.

 The survey provides plans with additional qualitative and quantitative information.  Each Star Rating component is given specialized focus on the Medicare CAHPS DrillDown Survey, and in-depth questions identify opportunities for improvement.

 We offer Medicare CAHPS simulation studies to simulate and drill down to the level of accountability (Provider, Practice and Group Level). This study helps identify the impact of providers/office staff on Medicare CAHPS Star Ratings.

“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 yearround” -UPMC

Call Center Services - TMG Connect®  The Myers Group’s onsite call center gives our clients a competitive edge with timely solutions for CAHPS, drill-down probing and all of your call center needs.

 TMG Connect® employs innovative technology to support CAHPS and your phone outreach needs and requirements (State, NCQA or CMS).

 Our system capabilities allow our agents to be an extension of your business, interacting and updating information and client files.

 With a focus on serving managed care organizations, our trained and experienced agents are skilled at being sensitive to the needs and differences in your member populations. Click here to request a copy of TMG Connect® call center support services. The Myers Group


TMG Services and Solutions Member Experience & Engagement

 New Enrollee Satisfaction Survey  New Member Welcome Call/Outreach  Health Risk Assessment  CMS Outbound Education & Enrollment Survey (OEV)  Re-Enrollment Reminder Campaign  Provider Access to Care Audits

Click to view TMG’s Brochure of Services

 Medication Adherence Campaigns  Emergency Department Over-Utilization Awareness Programs  Customer Service Satisfaction Survey  Behavioral Health (ECHO) Survey  Consumer/Member Outreach Campaigns (Mail, Phone, IVR and Online) • Reminder Calls (Flu Shot, Appointment, Prescriptions, etc.) • Birthday Call & Wellness Reminder • Review and Explanation of Benefits Medicare Suite of Products

 Medicare Outbound Education and Verification (OEV)  Medicare CAHPS Survey  Medicare Health Outcomes Survey (HOS)  Medicare CAHPS and HOS Simulation Surveys  Medicare CAHPS Drill-Down Survey  Medicare Voluntary Disenrollment  Medication Therapy Management  Medicare Member Phone Outreach and Support Services Customized Survey or Outreach Service Needs Provider Satisfaction Survey  TMG Benchmarks provided with these studies CAHPS® is a registered trademark of the Agency for Healthcare Research and Quality (AHRQ)

The Myers Group


Security, Standards and Ethics in Survey Research  The Myers Group practices the highest standards of integrity in the performance of our business and maintains compliance with HIPAA and additional regulatory requirements.

 The Myers Group is currently in-process for obtaining URAC HIPAA Security Accreditation.

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

Focus on MCOs/Healthcare Research  Our focus is on healthcare research, working with and for managed care organizations.  TMG draws on its extensive research and experience working with some of the best health plans in the nation to give our clients continual guidance and healthcare solutions.

 We partner with our clients to provide valid and reliable information to help you improve the quality of care, enhance your members’ experiences and increase your performance and scores.

 We’ve built our business by listening to our clients and responding to your specific needs. We are here to serve you!

Your Partner in Quality Contact Us Today and Partner with the BEST! The Myers Group 1965 Evergreen Blvd. Suite 100 Duluth, GA 30096 770-978-3173 x1379

About The Myers Group ® ® The Myers Group is an NCQA-Certified survey vendor for the CAHPS , CAHPS PCMH and Medicare HOS survey, ® and a CMS-Approved Medicare CAHPS survey vendor. The company has been a leader in healthcare surveys and solutions since 1983, employing expertise and innovation in data collection, analysis and reporting. The Myers Group provides healthcare research and resources including survey administration, consulting services, customer service call center support services, after-hours support and member outreach.

The Myers Group


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The Myers Group 1965

Evergreen Blvd., Suite 100 | Duluth, GA 30096 | 770-978-3173


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