Anthem Blue Cross and Blue Shield Certified by J.D. Power for Providing Outstanding Customer Service for Phone Support to Charter Communications
24 Julio 2024 - 1:52PM
Business Wire
Anthem Blue Cross and Blue Shield’s call center for Charter
Communications recently obtained J.D. Power Certification for
providing outstanding customer service for phone support. The J.D.
Power Customer Support Certification Program recognizes Anthem’s
commitment to outstanding member advocacy when addressing benefit
plans, claim inquiries, and preventive care for the more than
175,000 Anthem members covered by the Charter Communications’
medical plan.
“We strive to provide the highest quality service to our members
through our assistance and support when members reach out to us,”
said Tricia Fringer, Senior Vice President of Anthem National
Accounts. “Receiving J.D. Power Certification in support of Charter
Communications employees further emphasizes our commitment to
excellence in all areas of customer service as we provide options
for whole health improving the wellbeing of the people and
communities that we serve.”
The Anthem Service Team, located in the Midland, GA call center,
assists members with a wide range of inquiries regarding their
benefits. Anthem and Charter Communications have partnered together
for over 18 years, which contributed to this remarkable
recognition.
“We’ve developed a tailored customer support program for Charter
Communications, one of our biggest national plans,” said Maureen
McQueen, COO of Anthem Blue Cross and Blue Shield. “Our effort for
J.D. Power certification is led by a strong collaboration with our
clinical team, enabling a simplified and personalized service for
our members.”
“We view the quality of our customer service as important as the
connectivity products we sell. Being certified by J.D. Power is an
incredible achievement for our partners at Anthem,” said Paul
Marchand, Executive Vice President, Chief Human Resources Officer,
Charter Communications, which operates the Spectrum brand. “This
well-deserved recognition aligns with our commitment to provide
benefits that deliver value with exceptional support to help our
employees navigate the complexities of the health care system.”
The J.D. Power Certified Customer Service Program is a
prestigious recognition offered by J.D. Power, a trusted and
credible source in the field of customer satisfaction and
performance evaluation. The certification process involves a
rigorous evaluation of day-to-day operations as well as an
extensive survey completed by our members. The end-to-end audit by
J.D. Power’s customer service experts includes review of policies,
procedures, interviews with multiple levels of leaders, associates
and support staff ensuring that key operational best practices are
being executed against.
Charter members were surveyed about their satisfaction with
their recent call center interaction. They evaluated the company’s
performance in satisfaction with interactive voice response,
timeliness of resolution, promptness in getting to a
representative, representative knowledge, courtesy, concern, first
call resolution, call duration/transfers/hold time, and overall
satisfaction with customer service on live phone calls.
About Anthem Blue Cross and Blue Shield of Georgia
Anthem Blue Cross and Blue Shield is the trade name of Blue
Cross Blue Shield Healthcare Plan of Georgia, Inc., an independent
licensee of the Blue Cross Blue Shield Association. Anthem is a
registered trademark of Anthem Insurance Companies, Inc. Additional
information about Anthem Blue Cross and Blue Shield is available at
www.anthem.com. Also, follow us at @anthemBCBS on X or
https://www.linkedin.com/company/anthembcbs/ on LinkedIn.
Elevance Health – Charter Communications has been recognized by
J.D. Power by providing "An Outstanding Customer Service
Experience" for Phone support.
Disclaimer: J.D. Power 2024 Certified Customer Service
ProgramSM recognition is based on successful completion of an
evaluation and exceeding a customer satisfaction benchmark through
a survey of recent servicing interactions. For more information,
visit www.jdpower.com/awards.
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Kersha Cartwright kersha.cartwright@elevancehealth.com Ph: (678)
767-0199