Blue Cross and Blue Shield of Vermont Recognized for Customer Service Excellence
Customer Service team honored for quickly and accurately addressing members’ needs.
Berlin, VT— Blue Cross and Blue Shield of Vermont (Blue Cross VT) today announced it has been recognized as a Best Performing Call Center for small- to mid-sized organizations, by the Service Quality Measurement Group (SQM). Blue Cross VT’s Customer Service Call Center was named a finalist among 500 North American call centers. In addition, Blue Cross VT’s Lindsay Segale was named “Supervisor of the Year” by SQM.
“I’m truly proud of our customer service team and their dedication to Vermonters,” said Beth Roberts, President and CEO of Blue Cross VT. “Health care and health insurance are complicated. Members need to know they can count on an excellent and caring customer service team to help them understand their coverage and guide them to a resolution. Our customer service team is based locally and understands our local landscape – it’s truly Vermonters helping Vermonters.”
In addition to being a finalist for the Best Performing Call Center, Blue Cross VT was named:
- World Class Certified, awarded when 80% or more of customer interactions are resolved on the first contact, and members report high satisfaction with both the representative and the call center
- Winner – Highest Employee Experience Award for the Health Care Industry
- Winner – World Class Employee Experience Award
Individual Blue Cross VT call center employees were also recognized:
- Lindsay Segale of Montpelier, VT – Winner, Supervisor of the Year
- Michelle Leduc of Williston, VT – Finalist, Agent of the Year
- Heather O’Dell Shipe of Inverness, FL – Finalist, Agent of the Year
Supervisor of the Year, Lindsay Segale, was recognized for going above and beyond for customers and her team. In one case, Lindsay helped diagnose and resolve a complex coordination of benefits issue involving three insurance carriers and multiple providers that left a member’s claims unpaid. Taking full ownership, Lindsay kept the member updated weekly while behind the scenes acting as a project manager to align internal teams and coordinate with Medicare and a former employer to correct records. After aligning the insurers, Lindsay went the extra mile, contacting provider offices directly to ensure claims were resubmitted correctly. She also made sure this complex case was a training and mentoring moment for her colleagues.
“These award recognitions demonstrate that our customer service team not only delivers an excellent experience for customers, they provide an excellent working environment for their colleagues,” said Janalee Willett, Director of Customer Service at Blue Cross VT. “As our team grows, new team members can be confident they are entering a supportive and successful team.”
Since 1998, SQM’s Contact Center Quality Assurance (QA) & Customer Experience (CX) Industry Awards have recognized top-performing companies. SQM awards are considered the most prestigious and sought-after North American Contact Center QA & CX Industry Awards.
SQM recognition is unique because it honors companies based on independently benchmarked CX feedback and performance results. The awards are driven by the voice of the customer, not submissions, judges or popularity.
For more information about Blue Cross VT’s mission and dedication to members, visit https://www.bluecrossvt.org/about.
About Blue Cross and Blue Shield of Vermont
Blue Cross and Blue Shield of Vermont is a local, not-for-profit health plan. For over 40 years, the company has been enhancing the health and well-being of the Vermonters we serve by offering innovative plans to individuals, older Vermonters, and businesses. Our employees are dedicated to developing new ways to support high-quality care, programs and events that promote wellness. Blue Cross and Blue Shield of Vermont is a licensee of the Blue Cross and Blue Shield Association.
