Case Studies

Customer input with Gateway Health

Gateway Health Plan seeks XtraGlobex expertise to develop Consumer Advisory Community

Gateway Health Plan, a multi-state Managed Care Organization (MCO) of Medicaid and Medicare physical health services, wants to integrate participant input to align with the predictive models in gDNA®.

The XtraGlobex team worked with the Gateway leadership in the customer service, complaints and appeals, and quality teams to devise cohesive regional groups of individuals with disabilities, elder consumers, as well as persons with complex needs and young mothers.

With a systematic process of identifying, training and meetings of the groups, data is gathered to help the management team listen to a robust Voice of the Customer and contribute to continuous quality improvement.

Gateway continues to demonstrate improvement in the CMS star ratings based on consumer satisfaction and quality of consumer health.

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