A Blue Cross and Blue Shield of Vermont (BCBSVT) customer service representative was named Customer Service Representative of the Year by a national quality review organization. Candace Pischetola was selected as the top performing call center representative from among 3,500 “world class certified” representatives from over 500 call centers across the US and world.
Candace was given the award for providing an outstanding member experience to a BCBSVT customer. “I am blessed to get such a prestigious award. Taking ownership of each call is a way of letting our members know we care and we understand. I don’t think of this as just a job; it’s a way of life, it’s what we do here, we take care of each other, we are your family and we are here with each member until the end. Each call is special, each member is different and when I pick up the phone, I put myself in that person’s shoes to resolve their question. Blue Cross and Blue Shield of Vermont is local, we are right here in the center of Vermont, we are Vermont strong” Candace said. Candace’s nomination included an example of the great customer service she delivers on a daily basis.
Also recognized at the SQM award ceremony were Candace’s fellow BCBSVT coworkers: Emily Fair, First Call Resolution Champion of the Year, Janalee Willett, finalist for Supervisor of the Year, and Amy Duhamel for her World Class Call Improvement. Additional finalists for CSR of the year were Anden Drolet, Cindy Tillotson, and Heather Young.
BCBSVT’s call center is located in Berlin, Vermont and handles over 250,000 calls a year. BCBSVT’s call center representatives demonstrate a solid commitment to creating positive member experiences and are ranked in the top 25 percent of the 450 leading call centers that SQM surveys.
Blue Cross and Blue Shield of Vermont is the state’s oldest and largest health insurer, providing coverage for about 225,000 Vermonters. It employs about 400 Vermonters at its headquarters in Berlin and its Information and Wellness Center in South Burlington’s Blue Mall, and offers group and individual health plans to Vermonters. 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.