Clover: Understanding CAHPS (Consumer Assessment of Healthcare Providers and Systems)

The Broker Community at Clover often has the closest and most personal relationship with many members. You're not just their broker; many members consider you a friend. You are in your members homes and know the unique details of their life. Through your passion and engagement with members, ensuring that they are in the plan that best meets their health and wellness needs, you have helped drive positive ratings for Clover. One of the most valuable ratings Clover can get is out of the CAHPS (Consumer Assessment of Healthcare Providers and Systems) survey sent by CMS each year.

Some things to understand and consider about the CAHPS survey:

· The survey will be sent to a select subset of Medicare members and that list is unknown to the health plan.

· The survey will arrive to members in a big white envelope with a cover letter, on CMS letterhead, inviting them to complete the survey, titled Medicare Experience Survey on subsequent pages.

· Survey takes approximately 15 minutes to complete and members often throw it out, not understanding the importance of it. If a member doesn't respond to the written survey by mail, they are given the option to complete the survey by phone.

· You can answer questions your member(s) have about the survey and help them get it completed as well. Let them know it's important to fill it out because it tells Medicare how well Clover has been doing their job in providing the care they deserve. Remind them that the survey is asking questions as it relates to the plan they had in 2022, not the current year plan. You cannot attempt to influence or encourage beneficiaries to answer survey questions in a particular way.

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