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Press Release

Blue Cross And Blue Shield Of Vermont Achieves Best-In-Nation Member Service

February 5, 2014

BERLIN – Blue Cross and Blue Shield of Vermont has achieved the highest possible ranking in four important service measures, establishing it as the number one BCBS plan in America in overall service to its members, BCBSVT President and CEO Don George announced today.

Mr. George said the achievement of its first-ever number-one status among the nation’s BCBS plans – which are generally known for superior member service – was particularly noteworthy because it occurred at a time when thousands of small businesses and individuals turned to BCBSVT for assistance and support in the extraordinary transition to Vermont’s new health benefits exchange.

“The mission-commitment of our company is to always put our members’ experience first, and that commitment was our guiding principle during the tremendous challenges of the last year,” he said. “By keeping our members’ experience as the focus of everything we do, every employee of our company contributed to this remarkable achievement.”

Mr. 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 plans use to track the service they provide to their members and assure industry-leading service levels. Blue Cross and Blue Shield of Vermont is a completely independent, non-profit Vermont company; its membership 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 problems. In 2013, BCBSVT achieved 100 percent results.

The nation-leading results were achieved during a year that Blue Cross and Blue Shield of Vermont engaged with tens of thousands of Vermonters to provide them with information and support in the transition to Vermont Health Connect, the state’s new health benefits exchange for small businesses and individuals. Throughout the fall and winter, BCBSVT also implemented a series of contingencies through which it directly enrolled small businesses in qualified health plans when development work on VHC was not complete.

“We were privileged in 2013 to work more closely than ever with our members, during a time of great change, and that work has deepened our bond with the people we serve,” Mr. George said. “This unique bond is reflected in the results we have achieved through the MTM program, and our unwavering commitment to Vermonters’ health care security will continue to be the hallmark of our work as we ’see our members through’ the challenges of 2014 and beyond.”

About Blue Cross and Blue Shield of Vermont
Blue Cross and Blue Shield of Vermont is the state’s oldest and largest health insurer, providing coverage for about 200,000 Vermonters. It employs about 340 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 at 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.


The Blue Cross and Blue Shield Association is a national federation of 36 independent, community-based and locally-operated Blue Cross and Blue Shield companies that collectively provide healthcare coverage for more than 106 million members members – one-in-three Americans.  For more information on the Blue Cross and Blue Shield Association and its member companies, please visit We encourage you to connect with us on Facebook, check out our videos on YouTube, follow us on Twitter and check out The BCBS Blog, for up-to-date information about BCBSA.