Insurer receives top rating for member satisfaction in five-state region
CHATTANOOGA, Tenn. — J.D. Power has recognized BlueCross BlueShield of Tennessee (BCBST) for “Highest Member Satisfaction among Commercial Health Plans in the East South Central Region.”
The ranking is based on the results of J.D. Power’s 2017 Member Health Plan Study, which surveyed health plan participants in 22 geographic areas across the country. The East South Central region includes Tennessee, Kentucky, Mississippi, Alabama, and Louisiana.
Not only did the score received by BCBST exceed the region’s average by 13 points, the insurer ranked 29 points higher than the industry average. The company was also recognized as the highest-rated Blue Cross Blue Shield plan in the country.
BCBST received top rankings within the region in six study factors that impact the overall member experience:
• Claims processing
• Cost
• Coverage and benefits
• Information and communication
• Provider choice
• Customer service
J.D. Power’s key findings indicate that BCBST ranked highest in the region for all of the following strengths:
• 93 percent of members had their most recent problem or question resolved
• 65 percent of members provided information only once when they contacted the call center*
• 41 percent of members waited on hold for one minute or less*
• 91 percent of members said BCBST and their provider agreed on the amount owed after a claim was submitted
“We take customer satisfaction very seriously,” said Henry Smith, senior vice president of operations and chief marketing officer for BlueCross. “Our employees are passionate about service, and they are empowered to address concerns and put our members at ease.”
About BlueCross®
BlueCross BlueShield of Tennessee’s mission is to provide peace of mind through better health. Founded in 1945, the Chattanooga-based company is focused on serving more than 3.4 million members in Tennessee and across the country. BlueCross BlueShield of Tennessee Inc. is an independent licensee of the Blue Cross Blue Shield Association. For more information, visit the company’s website at bcbst.com.
About J.D. Power
J.D. Power is a marketing, consumer intelligence, and data and analytics company that helps its clients measure, understand and improve the key performance metrics that drive their growth and profitability. J.D. Power’s industry benchmarks, unique data and analytics platform and reputation for independence and credibility have established the company as one of the world’s most well-known and trusted providers of Voice of the Customer insights. Established in 1968, J.D. Power is headquartered in Costa Mesa, California, and has offices in North/South America, Asia Pacific and Europe. For more information on car reviews and ratings, car insurance, health insurance, cell phone ratings, and more, please visit JDPower.com.
*Small sample size (n=30-99)
BlueCross BlueShield of Tennessee received the highest numerical score among 7 commercial health plans in the East South Central region in the J.D. Power 2017 Member Health Plan Study, based on 33,624 total responses, measuring experiences and perceptions of members surveyed January 2017 – March 2017. Your experiences may vary. Visit jdpower.com.