Blue Cross and Blue Shield of Vermont (BCBSVT) achieved the highest possible ranking in four important service measures in 2014, retaining its distinction as the number one BCBS plan in America in overall service to its members, BCBSVT President and CEO Don George announced today.BCBSVT, an independent Vermont company, also achieved the number one ranking among the nation’s BCBS plans – which generally are known for service excellence -- in 2013.
“The focus of our company is on our members’ experience, and that commitment continues to be our guiding principle in everything that we do.” he said. “Our entire company is focused on putting our members’ experience first, which contributed to this remarkable achievement.”
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 and First-Call Resolution of member inquiries. In 2014, BCBSVT achieved 98.6 percent results, the highest ranking of any Blue Plan nationally.
The recognition by the BCBS system followed an announcement in January that BCBSVT’s member service call center had received World Class Certification through the prestigious Service Quality Metrics (SQM) program. That national program that surveyed more than 3,200 Vermonters about the service they received from Blue Cross and Blue Shield of Vermont, then recognized the company as one of the leading member service organizations in the country.
Blue Cross and Blue Shield of Vermont is the state’s oldest and largest health insurer, providing coverage for about 240,000 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 atwww.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.
Source:BCBSVT 4.1.2015