Blue Cross and Blue Shield of Vermont's Customer Service team has been honored for their exceptional performance in quickly and accurately addressing members' needs. This recognition comes from the Service Quality Measurement Group (SQM), which named Blue Cross VT as a Best Performing Call Center for small- to mid-sized organizations. Among 500 North American call centers, Blue Cross VT's Customer Service Call Center stood out as a finalist for this prestigious award.
Lindsay Segale, a member of Blue Cross VT's team, was also recognized for her outstanding work as she was named "Supervisor of the Year" by SQM. Beth Roberts, President and CEO of Blue Cross VT, expressed her pride in the team's dedication to serving Vermonters. She emphasized the importance of having an excellent and caring customer service team in the healthcare and health insurance industry, where complexities can often leave members feeling overwhelmed.
Roberts highlighted the significance of having a local customer service team that understands the unique landscape of Vermont, providing personalized assistance to members. This local touch ensures that Vermonters receive the support they need when navigating their coverage and finding solutions to their healthcare inquiries.
Blue Cross VT's accolades extend beyond being a finalist for the Best Performing Call Center award. The company was also recognized as World Class Certified for resolving 80% or more of customer interactions on the first contact, leading to high satisfaction rates among members. Additionally, Blue Cross VT received the Highest Employee Experience Award for the Health Care Industry and the World Class Employee Experience Award, reflecting the positive work environment fostered within the organization.
Individual employees at Blue Cross VT were also celebrated for their exceptional contributions. Lindsay Segale, Supervisor of the Year, was praised for her dedication to resolving complex issues for members. She demonstrated exceptional leadership by taking ownership of a challenging coordination of benefits issue, ensuring that the member's claims were processed correctly and efficiently.
Janalee Willett, Director of Customer Service at Blue Cross VT, emphasized that the award recognitions not only showcase the team's commitment to customer satisfaction but also highlight the supportive and successful environment they have cultivated for their colleagues. New team members can be confident in joining a team that values collaboration, mentorship, and delivering top-notch customer service.
Since 1998, SQM has been a leading authority in Contact Center Quality Assurance (QA) & Customer Experience (CX) In. Their recognition of Blue Cross VT's Customer Service team further solidifies the company's reputation for excellence in serving its members with care and efficiency.