MAC Customer Experience (MCE) Survey - Improvements from Your Input

The CGS and Noridian DME MAC Program Managers routinely collaborate to improve processes across the four DME MAC jurisdictions. Thank you for taking the MAC Customer Experience (MCE) surveys. We value your comments and suggestions, and the workgroups make improvements from your input.

In this edition, we’re sharing some improvements made based on the MCE surveys you completed over the past year.

We addressed precision and ease of use with:

  • Visual changes to our websites and reduced clicks to get to the places you visit most,
  • More questions and answers (Q&As), documentation checklists, fact sheets, charts, tutorials,
  • Brief videos and shorter webinars, and
  • Streamlined web portal features.

We shared DME MAC Medical Review (MR) points of view:

  • Targeted Probe and Educate (TPE) error rates and trends are posted on the websites.
  • We increased awareness in our MR letters, on the websites, and at POE events of ways for you to speak directly with MR clinical staff about TPE reviews, prior authorization, and more.

We encourage you to complete MCE surveys each time you get the chance. It only takes a few minutes to help us better serve you.

MCE surveys are available on our websites, web portals, Provider Outreach and Education (POE), Redeterminations, Targeted Probe and Educate (TPE), Prior Authorization (PA), and the Provider Contact Centers.

We look forward to your comments and suggestions!

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