WILKES-BARRE – Blue Cross of Northeastern Pennsylvania’s (BCNEPA) Customer Service Call Center has been nationally recognized by the Blue Cross Blue Shield Association (BCBSA) for Best Practices in Service Improvement.
The Best Practice Award is designed to honor a unique, exceptional and innovative initiative that enhances and improves the service provided to customers. The recipient of this annual BCBSA award needs to demonstrate improved member experience, measurable outcomes related to operational efficiency, improved customer satisfaction, increased quality, return on investment and successful implementation.
BCNEPA was recognized for resolving member questions on the first call and reducing the need for additional follow-up calls. BCNEPA also demonstrated employee engagement above national benchmarks, significant improvements in in-coming call handling, and a continuous rise in member satisfaction results.
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 affordable health care product and service choices, while providing excellent customer service, to as many people as possible within our service area with the ultimate goal of raising the bar on community health status.