BCBS achieves best in nation member service
BERLIN >> Blue Cross and Blue Shield of Vermont (BCBSVT) is the number one Blue Cross and Blue Shield Plan in America in overall service to its members. The independent, locally managed plan achieved the highest possible ranking in member satisfaction and efficiency metrics for the third year in a row, retaining its first-in-the-nation status among Blues plans.
"The focus of our company is on creating positive member experiences, and our entire organization shares that commitment" Don George, BCBSVT President and CEO said. "We are very pleased to have received the distinction of being the top performing Blue Plan three years running and we continue to look for ways to improve the service we provide to Vermonters."
Mr. George said Blue Cross and Blue Shield of Vermont's number-one ranking was based on the national Blue Cross and Blue Shield system's "Member Touchpoint Measures (MTM)," which Blue Cross and Blue Shield organizations use to track the service they provide to their members and assure industry-leading service levels. Although Blue Cross and Blue Shield of Vermont is an independent, non-profit Vermont company, its affiliation in the national BCBS system assures members of seamless coverage across the country and the world.
The MTM program tracks four primary levels of member service: Enrollment, Claims Processing, Inquiries timeliness and accuracy as well as First-Call Resolution of member inquiries. In 2015, BCBSVT achieved 100 percent of the available points in each category, the highest ranking of any Blue Plan nationally.
This recognition by the BCBS system follows an announcement in January that BCBSVT's member service center was recognized by a national program as the Best Performing Call Center of the Year among leading member service organizations in the country. More than 3,200 Vermonters were surveyed about the service they received from Blue Cross and Blue Shield of Vermont (BCBSVT). The award recognizes the small/mid-sized call center with the highest combined first call resolution (FCR) rating and employee satisfaction and engagement.
Blue Cross and Blue Shield of Vermont is the state's oldest and largest health insurer, providing coverage for about 250,000 Vermonters. It employs about 400 Vermonters at its headquarters in Berlin, a branch office in South Burlington and its Information and Wellness Center in South Burlington's Blue Mall, and offers group and individual health plans to Vermonters. More information about Blue Cross and Blue Shield of Vermont is available on the Internet at www.bcbsvt.com. Blue Cross and Blue Shield of Vermont is an independent corporation operating under a license with the Blue Cross and Blue Shield Association, an association of independent Blue Cross and Blue Shield Plans
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