sierx.blogg.se - Blue cross blue shield of massachusetts linkedin

"I want to thank all our associates in member and provider services, retail sales and retention, and our partners at Express Scripts, for their efforts to meet the needs of our customers," said Blue Cross Chief Operating Officer Rich Lynch. This was the third year in a row the team was recognized with this award.Īdditionally, Blue Cross' pharmacy benefits manager, Express Scripts, received its first Contact Center World Class Customer Experience Certification for maintaining a first call resolution rate of 80 percent or higher for three consecutive months. To earn this award, the retail sales and retention team achieved a first call resolution rate of 80 percent or higher for three consecutive months.

Contact Center World Class Customer Experience Certification for offering an outstanding consumer experience to retail customers, including Medicare members, who buy their health insurance directly from Blue Cross.

The programs include a governance structure, new cross-enterprise collaboration and the creation of inter-department "hotlines."

Customer Experience Best Practice, Standard Operating Procedure for robust new initiatives that ensure members who call the member services center have their issue solved on the first call whenever possible.

The approach has significantly reduced recruiting time and improved retention of team members, and has become so successful that other organizations have come to Blue Cross to learn how they can implement it.

Customer Experience Best Practice, CSR Selection for a recruitment program aimed at finding and retaining empathetic customer service representatives who deliver a personalized service experience to members.

BOSTON, Ma/PRNewswire/ - Blue Cross Blue Shield of Massachusetts has received three customer experience awards from Service Quality Measurement, a leading market research firm.īlue Cross is honored to receive the following awards: