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BCNEPA Recognized for Best Practices in Customer Service

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By: Anthony Matrisciano
July 15, 2013

Wilkes-Barre, PA – Blue Cross of Northeastern Pennsylvania’s (BCNEPA) Customer Service Call Center has been recognized by the Blue Cross Blue Shield Association (BCBSA) for best practices in Service Improvement.

BCNEPA was recognized for resolving member questions on the first call and reducing the need for additional follow-up calls. From 2012 to 2013, BCNEPA’s rate of first-call resolution rose 10 percent.  The percentage of “world-class calls” – or calls in which customers said they were “very satisfied” – also rose 10 percent.  BCNEPA’s service rates meet or exceed all national industry averages.

BCNEPA presented its best practice methodology to Blue Cross Blue Shield plans from across the country during the BCBSA’s recent workgroup meeting entitled “Collaboration for Service Improvement.”  

About Blue Cross of Northeastern Pennsylvania

Headquartered in Wilkes-Barre, Blue Cross of Northeastern Pennsylvania is an independent licensee of the Blue Cross and Blue Shield Association. BCNEPA offers a comprehensive portfolio of health insurance products and administrative services to more than 540,000 individuals in 13 counties in northeastern and north central Pennsylvania. The company’s mission is to provide integrated health care services and products to improve the quality, accessibility and affordability of health care in the populations it serves.