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News : Anthem Blue Cross and Blue Shield of Georgia Certified by J.D. Power for Providing Outstanding Customer Service

#contactcenterworld, @JDPower

Atlanta, GA, USA, Mar 6, 2024 - Anthem Blue Cross and Blue Shield of Georgia’s call center for the State Health Benefit Plan (SHBP), administered by the Georgia Department of Community Health, 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 support when addressing benefit plans, claim inquiries, and preventative care for Anthem members covered by the State Health Benefit Plan.

"We are very pleased to have received this recognition for the outstanding level of customer service provided to our State Health Benefit Plan members," said Robert Bunch, the president of Anthem Blue Cross and Blue Shield of Georgia. "This recognition is a confirmation of progress toward our focus on providing our members a pathway to whole health supplying assistance and the support needed to improve 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 benefit plan. Anthem has contracted with the State Health Benefit Plan for over 10 years, which contributed to this remarkable recognition. The Department of Community Health’s SHBP division, led by Executive Director Louis Amis, is responsible for health insurance coverage for Georgia’s active and retired state employees, public school teachers and employees, and their covered dependents.

"We continuously train our associates to better equip them with the knowledge necessary to successfully support the half a million members we serve across the state," said Maureen McQueen, Chief Operations Officer of Anthem Blue Cross and Blue Shield. "This plan is the largest account in our footprint, and we are elated to obtain the ultimate certification for the customer service that we proudly provide every day, particularly when benchmarking our call center’s customer satisfaction performance against a cross-industry standard set by J.D. Power."

"With the vast number of members served within SHBP, this recognition represents the importance we place on customer service," said Russel Carlson, Commissioner of the Department of Community Health. "We congratulate Anthem on this certification, which aligns perfectly with our goal to provide quality healthcare programs, services, and supports for all of our SHBP members."

The J.D. Power Certified Customer Service Program is a recognition offered by J.D. Power. 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.

#contactcenterworld, @JDPower

Posted by Veronica Silva Cusi, news correspondent

About Anthem Insurance Companies, Inc.:
Company LogoAnthem 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.  
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About J.D. Power:
Company LogoEstablished in 1968, J.D. Power and Associates is a global marketing information firm that conducts independent and unbiased surveys of customer satisfaction, product quality and buyer behavior. Today, the firm's services include industry-wide syndicated studies; proprietary (commissioned) tracking studies; media studies; forecasting; and training services, as well as business operations analyses, and consultancies on customer satisfaction trends.
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2024 Buyers Guide Automation

Call Adapt

Soundboard Software
Call Adapt is a cloud-based digital soundboard application designed for contact centers. It works with any type of call and integrates with your existing dialer system. Powered by smart audio technology, Call Adapt gives your agents the ability to converse with customers in real time using programmed keyboard shortcuts. The result is perfect pitch delivery and less time spent on repetitive tasks.

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Genesys Identity and Access Manager
Automated Provisioning Solution for Multi-Vendor Communication Platforms

Managing agent profile data across multiple systems is a big challenge for contact centers. The manual tasks of agent provisioning, decommissioning, daily change exercises, skill level synchronization, license recovery and detailed reports on usage are tedious, time-consuming, and often expensive for businesses.

Managing ID and access within a contact center is further complicated by profile information and requirements that vary from application to application. Automating the processes of onboarding and off-boarding in contact centers helps overcome these challenges and enhances agents’ productivity.

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