You Spoke We Listened - JF Part A
You Spoke. We Listened.
Noridian is devoted to providing solutions that put people first. We want to hear from you about your experiences with us. We sincerely appreciate your feedback, and we are committed to using it to improve our service to you.
This is a list of improvements we have made to our services thanks to your feedback in Medicare Customer Experience surveys.
| Date of Change | Change Description | Survey Name | LOB |
|---|---|---|---|
| 10/10/2024 | More examples and visual aids for our education have been requested by suppliers. Images, flowcharts, and modifiers examples have been incorporated into some of our upcoming events in response to this input. | Website & Webinars | JADME JDDME |
| 10/02/2024 | Providers now have the opportunity to take the Medicare Customer Experience (MCE) survey located on the S-10 survey letters as well as in the Revised Notice of Program Reimbursement (RNPR) as a result of reopening and the Notice of Program Reimbursement (NPR) sent out by our Audit and Reimbursement staff through a QR code in addition to the MCE survey link. | Audit and Reimbursement | JEA JFA |
| 09/18/2024 | Suppliers have provided feedback recently that education on the different parts of Medicare would be useful. Information on the parts of Medicare has been added into our education. To register for an educational event, please visit our schedule of events. | Website & Webinars | JDDME |
| 09/18/2024 | Suppliers have provided feedback recently that education on the different parts of Medicare would be useful. Information on the parts of Medicare has been added into our education. To register for an educational event, please visit our schedule of events. | Website & Webinars | JADME |
| 08/19/2024 | Based on supplier requests, a "What's New" section has been added to 2024 webinars for Enteral Nutrition, Parenteral Nutrition, External Infusion Pumps, Oral Anticancer Drugs, and Immunosuppressive Drugs. This section has been added to highlight what has changed in the policy since the last time the webinar was hosted. The "What's New" section has also been added to our weekly Monday Live Chat presentation. This information is refreshed monthly so suppliers can stay attuned to policy updates and changes. | Website & Webinars | JADME JDDME |
| 07/11/2024 | Based on supplier feedback, the 90-minute Advance Beneficiary Notice of Noncoverage (ABN) webinar has been split into two one-hour webinars. We now offer the ABN Technical Knowledge and ABN Applied Knowledge webinars. For more information, please refer to our schedule of events. | Website & Webinars | JADME |
| 07/11/2024 | Based on supplier feedback, the 90-minute Advance Beneficiary Notice of Noncoverage (ABN) webinar has been split into two one-hour webinars. We now offer the ABN Technical Knowledge and ABN Applied Knowledge webinars. For more information, please refer to our schedule of events. | Website & Webinars | JDDME |
| 05/10/2024 | Based on feedback from our users, the Noridian Medicare Portal added Remittance Advice Remark Codes (RARC) and Reason Narratives to the Claim Status Line Details to provide additional information on unprocessable claim denials. Users can use the RARC codes to determine the reason for the denial and then make the necessary adjustments to the claim. | Website & Portal | JEB JFB |
| 04/26/2024 | Based on the great feedback that was provided to EDI regarding the functionality of the EDISS Connect Registration site, several modifications were implemented to make the site more user friendly for our EDI submitter community. One of the main upgrades implemented is an email notification for each transaction once it is moved to production. These notifications will go to the email address that is listed in the Contact Information on the provider's Connect account. | EDISS Registration Survey | JEA JFA JEB JFB |
| 04/11/2024 | Suppliers have asked for user tutorials. We have included information in our webinars about the DME on Demand tutorials available on the DME on Demand Tutorials webpage of our website. We have also continued to promote our Webinars on Demands available on the Education and Outreach page of the Noridian Medicare website. | Website & Webinars | JADME |
| 04/11/2024 | Suppliers have asked for user tutorials. We have included information in our webinars about the DME on Demand tutorials available on the DME on Demand Tutorials webpage of our website. We have also continued to promote our Webinars on Demands available on the Education and Outreach page of the Noridian Medicare website. | Website & Webinars | JDDME |
| 04/01/2024 | As part of our ongoing effort to provide a more comprehensive and satisfying webinar experience for our attendees, participants are now able to download the question-and-answer log from GoToWebinar for sessions in which they attend. We understand the importance of retaining valuable insights and discussions from our webinars, and this enhancement ensures that attendees have easy access to the information shared during these educational sessions. | Provider Outreach and Education (POE) | JEA, JEB, JFA, JFB |
| 03/14/2024 | Suppliers have asked for the opportunity to ask additional questions regarding the Lymphedema Compression Treatment Benefit. A special live chat has been scheduled to give suppliers the opportunity to ask those additional questions regarding the new benefit. Please visit our Schedule of Events for a complete listing of upcoming events. | Website & Webinars | JADME |
| 03/14/2024 | Suppliers have asked for the opportunity to ask additional questions regarding the Lymphedema Compression Treatment Benefit. A special live chat has been scheduled to give suppliers the opportunity to ask those additional questions regarding the new benefit. Please visit our Schedule of Events for a complete listing of upcoming events. | Website & Webinars | JDDME |
| 03/11/2024 |
Based on supplier requests, the 6-Month Continued Coverage Criteria was added to the CGM Documentation Checklist. |
Website & Webinars | JADME |
| 03/11/2024 |
Based on supplier requests, the 6-Month Continued Coverage Criteria was added to the CGM Documentation Checklist. |
Website & Webinars | JDDME |
| 03/01/2024 |
To address inquiries from suppliers regarding consolidated billing, we've introduced a Consolidated Billing Chart on our website's Consolidated Billing dedicated page. This chart is designed to provide clarity on which items fall within or outside the scope of consolidated billing requirements. Suppliers can effectively use this resource in conjunction with the Consolidated Billing Tool and the Noridian Medicare Portal for beneficiary eligibility. This integrated approach empowers suppliers to make informed decisions about service provision, considering that certain items may not be reimbursable under the Consolidated Billing requirements. |
Website & Webinars | JADME |
| 03/01/2024 |
To address inquiries from suppliers regarding consolidated billing, we've introduced a Consolidated Billing Chart on our website's Consolidated Billing dedicated page. This chart is designed to provide clarity on which items fall within or outside the scope of consolidated billing requirements. Suppliers can effectively use this resource in conjunction with the Consolidated Billing Tool and the Noridian Medicare Portal for beneficiary eligibility. This integrated approach empowers suppliers to make informed decisions about service provision, considering that certain items may not be reimbursable under the Consolidated Billing requirements. |
Website & Webinars | JDDME |
| 01/31/2024 | In response to requests for POE to show live demonstrations of the Noridian Medicare Portal (NMP) within our webinars, we have created a test environment that allows us to navigate without compromising sensitive beneficiary data. Our first webinar using this environment, Noridian Medicare Portal: Eligibility & MBI Lookup, was presented on 01/31/2024. | Provider Outreach and Education (POE) | JEA JFA JEB JFB |
| 01/18/2024 | In response to feedback from providers, we now link the Opt Out Affidavit form location and corresponding Mailing Addresses on the "Opt Out of Medicare" webpage under the Provider Enrollment tab. | Provider Outreach and Education (POE) | JEB JFB |
| 01/15/2024 | Suppliers have recently expressed a need for more education on specific topics. In response, we have enhanced our educational offerings by introducing additional webinars to cover emerging changes. | Website & Webinars | JADME JDDME |
| 01/15/2024 | To assist suppliers in handling their prevalent denials related to a specific policy, numerous webinars now include a dedicated section addressing key denials. These webinars offer insights into the primary denials associated with the policy, provide guidance on resolution, and offer tips for preventing future denials. | Website & Webinars | JADME JDDME |
| 12/01/2023 | In an effort to make it easier to reach a customer service representative in the Enrollment Contact Center, EDI Contact Center or User Security, the IVR has been updated to remove additional prompt questions when trying to reach these areas. | EDISS Registration Survey | JEA JFA JEB JFB |
| 11/20/2023 | In response to feedback from suppliers, certain webinars now incorporate multiple pauses during the presentation to allow for verbal questions. Additionally, time is allocated at the end of the webinar for addressing any further questions. | Website & Webinars | JADME JDDME |
| 11/20/2023 | In order to enhance supplier satisfaction and address valuable supplier feedback, POE has made adjustments to two formerly 90-minute webinars. The webinars for the Ankle-Foot/Knee-Ankle-Foot Orthosis policy and the Knee Orthosis policy have been restructured to include a concise 30-minute session on basic definitions and coverage criteria and a comprehensive 60-minute webinar that delves into the requirements for the successful provision and billing of these items. | Website & Webinars | JADME JDDME |
| 10/16/2023 | Medicare is full of technical language and providers comment on the difficulty of understanding and applying it. We've heard those concerns and are elevating our efforts to simplify language where we can. | Provider Outreach and Education (POE) | JEA JFA JEB JFB |
| 10/10/2023 | POE has introduced "Website Wednesdays," a series of 30-minute webinars aimed at assisting suppliers in gaining a better understanding of our website. | Website & Webinars | JADME JDDME |
| 10/10/2023 | In response to requests from our suppliers for shorter and more concise webinars, Noridian POE has created many 30-minute webinars. | Website & Webinars | JADME JDDME |
| 09/01/2023 | Webinar on Demand recordings will now have a transcription feature available for events held after September 1, 2023. The transcript will show up as an option below the recording in GoToStage. | Provider Outreach and Education (POE) | JEA |
| 09/01/2023 | Webinar on Demand recordings will now have a transcription feature available for events held after September 1, 2023. The transcript will show up as an option below the recording in GoToStage. | Provider Outreach and Education (POE) | JEB |
| 09/01/2023 | Webinar on Demand recordings will now have a transcription feature available for events held after September 1, 2023. The transcript will show up as an option below the recording in GoToStage. | Provider Outreach and Education (POE) | JFA |
| 09/01/2023 | Webinar on Demand recordings will now have a transcription feature available for events held after September 1, 2023. The transcript will show up as an option below the recording in GoToStage. | Provider Outreach and Education (POE) | JFB |
| 07/13/2023 | In response to feedback from providers, certain webinars now incorporate multiple pauses during the presentation to allow for verbal questions. Additionally, time is allocated at the end of the webinar for addressing any further questions. | Provider Outreach and Education (POE) | JEA JFA JEB JFB |
| 05/16/2023 | In response to requests from our providers for more concise webinars, POE has broken select webinars into a "series" of shorter webinars. | Provider Outreach and Education (POE) | JEA JFA JEB JFB |
| 05/01/2023 | To allow more time for Q/A, the POE team has implemented the use of rolling slides prior to the webinar starting. These rolling slides feature important resources for providers. A copy of the slides can be found in the "Handouts" section of GoTo Webinar, and attendees will also receive a copy via email with their CEU following the webinar. | Provider Outreach and Education (POE) | JEA JFA JEB JFB |
| 02/10/2023 | DME Medical Review updated the TPE Notification, Education, and Findings letters to include a "Did You Know" section providing suppliers with options to request or obtain specific claim review information at the end of a round. | TPE | JADME JDDME |
| 02/01/2023 | Basic Medicare education is one of the top requests we receive from our education surveys. Medicare has several components and we have scheduled twelve sessions on March 8 and 9 to support participants that have been requesting this type of education. | Provider Outreach and Education (POE) | JEA JFA JEB JFB |
| 01/20/2023 | Added System Availability Notifications to the Portal to notify users when the systems are offline and 10 minutes prior to the system going offline. | Portal | JEA JFA JEB JFB JADME JDDME |
| 01/15/2023 | Medicare is full of technical language and suppliers comment on the difficulty of understanding and applying it. We've heard those concerns and are elevating our efforts to simplify language where we can and explain policies in simpler terms. | Website & Webinars | JADME JDDME |
| 12/22/2022 | Additional link added to body of Direct Data Entry (DDE) webpage to make the Medicare Claims Processing System (MCPS) form easier to access. | Website | JEA JFA |
| 12/15/2022 | Based on supplier requests for examples of why claims deny, we are focusing on adding top denial reasons to many webinars. We are including items like denial examples, denial codes, reasons for denial, next steps suppliers can take, and how to avoid the denials. We also instruct how to use our Denial Code Resolution tool to discover this information on any denial. | Website & Webinars | JADME JDDME |
| 10/20/2022 | Access to view the Webinar on Demand Recordings has been expanded from two months to now be available for six months following the live event date. | Provider Outreach and Education (POE) | JEA JFA JEB JFB |
| 10/07/2022 | To assist users with logging into the Noridian Medicare Portal (NMP) while viewing the NMP Portal Guide, a Login Reminder was added to the left column of every page. | Website & Portal | JEA JFA JEB JFB JADME JDDME |
| 08/24/2022 | To assist users in finding fees for states not listed on our website, a widget was added to the DMEPOS and PEN fee schedule pages guiding users to the fee schedule webpages of the other DME MACs. | Website | JADME JDDME |
| 07/01/2022 | We are adding a section to the Claim Denial Rebill, Reopen, or Redetermination webinar with information on the circumstances when each of these should be performed. | Provider Outreach and Education (POE) | JADME JDDME |
| 07/01/2022 | POE researched GoToWebinar and found closed captioning is not currently available. Thank you for asking if this is possible. | Provider Outreach and Education (POE) | JADME JDDME |
| 07/01/2022 | We are working as a team to ensure as many of our webinars as possible have a 30-minute gap in between so suppliers don’t have to choose which to attend. | Provider Outreach and Education (POE) | JADME JDDME |
| 07/01/2022 | Webinar presentations will be sent via email the night before the event to allow more time for supplier review, as the feedback we received was that suppliers are not able to follow the content quickly enough. If suppliers consider reviewing the presentation before the webinar, it may reduce their questions, increase their understanding and ability to capture concepts, and save them time in the end. | Provider Outreach and Education (POE) | JADME JDDME |
| 07/01/2022 | The Multi-Factor Authentication (MFA) passcode on the Noridian Medicare Portal (NMP) was enhanced to be valid for an 8-hour time period instead of just a one-time use. | Portal | JEA JFA JEB JFB JADME JDDME |
| 06/01/2022 | POE received internal training on answering written questions more specifically and providing the answer source when possible. | Provider Outreach and Education (POE) | JADME JDDME |
| 05/01/2022 | POE implemented an internal verbal read through of our webinars to make sure what we are saying is represented on the slide – to increase understanding of content. | Provider Outreach and Education (POE) | JADME JDDME |
| 05/01/2022 | We are incorporating additional verbal question opportunities during our presentations where possible. This provides the opportunity to ask questions on content that was just presented and to be more interactive. | Provider Outreach and Education (POE) | JADME JDDME |
| 04/01/2022 | We are waiting to end webinars until 1-2 min after the final written question has been answered so attendees have time to record it. | Provider Outreach and Education (POE) | JADME JDDME |
| 03/01/2022 | POE added links to our Acronym/Glossary website pages to our webinar agendas. These serve as a resource to commonly used acronyms. | Provider Outreach and Education (POE) | JADME JDDME |
| 03/01/2022 | Additional repair and replacement information was added to our policy specific webinars. | Provider Outreach and Education (POE) | JADME JDDME |
| 03/01/2022 | POE is monitoring how often we visit our website during webinars. We want this to be helpful, not confusing. | Provider Outreach and Education (POE) | JADME JDDME |
| 02/01/2022 | Information added to the Targeted Probe and Educate (TPE) notification letters indicating that once claim documentation is received, Noridian medical review teams have 30 days to review and process the claim. | Targeted Probe and Educate (TPE) | JEA JFA JEB JFB |
| 02/01/2022 | Created a tutorial video on "Navigating Noridian's Website," available on YouTube. | Provider Outreach and Education (POE) | JADME JDDME |
| 02/01/2022 | Added a slide to webinar presentations showing the location of links to customer experience surveys. | Provider Outreach and Education (POE) | JADME JDDME |
| 02/01/2022 | Added a slide to webinar presentations detailing how to submit an LCD Reconsideration, including a link to this resource. | Provider Outreach and Education (POE) | JADME |
| 02/01/2022 | Added a slide to webinar presentations detailing how to submit an LCD Reconsideration, including a link to this resource. | Provider Outreach and Education (POE) | JDDME |
| 01/10/2022 | Noridian Healthcare Solutions now provides access to Webinars on Demand. The webinar recordings will be available for a limited time and can be accessed through our Education and Outreach page on the Noridian website. | Provider Outreach and Education (POE) | JEA |
| 01/10/2022 | Noridian Healthcare Solutions now provides access to Webinars on Demand. The webinar recordings will be available for a limited time and can be accessed through our Education and Outreach page on the Noridian website. | Provider Outreach and Education (POE) | JFA |
| 01/10/2022 | Noridian Healthcare Solutions now provides access to Webinars on Demand. The webinar recordings will be available for a limited time and can be accessed through our Education and Outreach page on the Noridian website. | Provider Outreach and Education (POE) | JEB |
| 01/10/2022 | Noridian Healthcare Solutions now provides access to Webinars on Demand. The webinar recordings will be available for a limited time and can be accessed through our Education and Outreach page on the Noridian website. | Provider Outreach and Education (POE) | JFB |
| 01/10/2022 | Noridian Healthcare Solutions now provides access to Webinars on Demand. The webinar recordings will be available for a limited time and can be accessed through our Education and Outreach page on the Noridian website. | Provider Outreach and Education (POE) | JADME |
| 01/10/2022 | Noridian Healthcare Solutions now provides access to Webinars on Demand. The webinar recordings will be available for a limited time and can be accessed through our Education and Outreach page on the Noridian website. | Provider Outreach and Education (POE) | JDDME |
| 12/13/2021 | During registration for Noridian's webinars, attendees now have the opportunity to answer the prompt "What question do you hope to have answered by attending this event?" This allows Noridian to tailor outreach to providers' needs. | Provider Outreach and Education (POE) | JEA JFA JEB JFB |
| 11/05/2021 | Created six new education-on-demand tutorials to assist ambulance suppliers. | Provider Outreach and Education (POE) | JEA JFA JEB JFB |
| 10/01/2021 | Beneficiary name is now available on Part B Claim Specific Remittance Advice in the Noridian Medicare Portal. | Website & Portal | JEB JFB |
| 06/08/2021 | Added more audience engagement to our webinars using polling, demonstrations, and subject matter experts to support our events. | Provider Outreach and Education (POE) | JEA JFA JEB JFB |
| 06/08/2021 | Our Education on Demand tutorial library has been expanded with an advertisement campaign promoting the topics available. | Provider Outreach and Education (POE) | JEA JFA JEB JFB |
| 06/08/2021 | The Part A Reason Code Guidance webpage was updated to better communicate the listing of codes is not all inclusive. The selected codes and guidance are produced based on data analysis and frequency from calls, denials, rejections, and appeals. The Direct Data Entry (DDE) system offers the comprehensive information, and the selection of codes published is based on data analysis. | Provider Outreach and Education (POE) | JEA JFA |
| 06/01/2021 | A "Patient Status Code" button was added to the Hospital/SNF section of an Eligibility inquiry response for all Hospital and Skilled Nursing Facility (SNF) stays within Noridian Medicare Portal. This link brings users to the Noridian Medicare page where a description of these codes is available. | Website & Portal | JEA JFA JEB JFB JADME JDDME |
| 04/20/2021 | DME suppliers are now able to view, save, and print full remittance advices on the Noridian Medicare Portal (NMP). | Website & Portal | JADME JDDME |
| 03/23/2021 | Noridian Medicare contact pages have been updated to include the Interactive Voice Response (IVR) phone number as well as the Provider Contact Center phone number, along with hours of operation. | Website & Portal | JEA JFA JEB JFB |
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