Printer Friendly

INDEPENDENCE BLUE CROSS SOARS TO NINTH NATIONALLY IN CUSTOMER SERVICE

INDEPENDENCE BLUE CROSS SOARS TO NINTH NATIONALLY IN CUSTOMER SERVICE
 PHILADELPHIA, Jan. 27 /PRNewswire/ -- Independence Blue Cross (IBC) has vaulted from 72nd to ninth in a national ranking of Blue Cross/Blue Shield Plan customer service capabilities, it was announced today by G. Fred DiBona Jr., IBC's president and chief executive officer.
 The results were contained in the Third Quarter 1991 National Management Information System (NMIS) Report issued by the Blue Cross and Blue Shield Association (BCBSA).
 Developed in 1972 in response to employer and consultant requests for customer service performance guidelines, the NMIS Report stringently surveys the accuracy, timeliness and dollar impact of claims processing; membership enrollment responsiveness; and correct, timely replies to customer service inquiries.
 In the third quarter of 1990, Independence Blue Cross ranked 72nd of 73 plans nationally with an overall performance index of 54 out of a possible 100 points.
 In the third quarter of 1991, the performance index rose to 94.7, placing IBC ninth out of 72. The median for all plans was 82.3. NMIS also evaluates plans within their peer group based upon similar claims processing volume. Independence Blue Cross belongs to a peer group of 20 plans. In the third quarter of 1990, it ranked last. In the third quarter of 1991, it ranked fifth.
 "Last year at this time we were nowhere," DiBona commented. "Today, we're competing with the best in the nation in terms of service, responsiveness and accuracy.
 "Last year, we were just getting started on our service modernization program. We had crowned the customer king but he hadn't started ruling. This year our systems, service and administrative operations are humming.
 "We still have a way to go. This report is not so much a source of satisfaction as a motivator to do better. But it does provide an objective measure of our improvement. The NMIS process is stringent and demanding. Plans which fail to show improvement actually risk the loss of the Blue Cross service mark. One year ago, Independence Blue Cross was on the conditional list. Today, we are not only off that list, but among the best. My congratulations go out to all of the people in our organization who did so much to bring us back from the brink and into the Top Ten. Here at IBC, it can accurately be said that the customer really does reign."
 Through its professional accounting and statistical group, the National Management Information System Group develops, revises and tracks plan performance while conducting market research on customer service. Its mission is to assure that service measures reflect customer needs. It validates reported performance through on-site plan reviews, and quarterly analyses of individual plan samples compared to other plan performances. Its results are used by the Blue Cross/Blue Shield Association Board to evaluate compliance with licensing requirements and membership standards.
 The NMIS mission is customer driven with procedures based on feedback and demands from both employers and consultants.
 "Our internal measurements indicated that we were doing much better," DiBona stated. "But it was not until the NMIS Report independently validated the results that we really believed our own reports. We were put to a very demanding test and we passed. In fact, at 94.7, we got an A. Our greatest satisfaction, however, is that we are better servicing the needs of our subscribers."
 Independence Blue Cross, the largest insurer in the five-county southeastern Pennsylvania region, provides health insurance coverage to 2 million people.
 /delval/
 -0- 1/27/92
 /CONTACT: Jim Panyard of Independence Blue Cross, 215-241-3101/ CO: Independence Blue Cross ST: Pennsylvania IN: INS SU:


MK-JS -- PH019 -- 3722 01/27/92 11:59 EST
COPYRIGHT 1992 PR Newswire Association LLC
No portion of this article can be reproduced without the express written permission from the copyright holder.
Copyright 1992 Gale, Cengage Learning. All rights reserved.

Article Details
Printer friendly Cite/link Email Feedback
Publication:PR Newswire
Date:Jan 27, 1992
Words:608
Previous Article:HOWARD SAVINGS BANK REPORTS FOURTH QUARTER FINANCIAL RESULTS
Next Article:CHERNE MEDICAL'S PRIVATE EQUITY PLACEMENT OVERSUBSCRIBED
Topics:


Related Articles
BLUE CROSS/BLUE SHIELD HELPING HEARING-IMPAIRED SUBSCRIBERS
INDEPENDENCE BLUE CROSS ISSUES STATEMENT
INDEPENDENCE BLUE CROSS EXECUTIVES CONTINUE TRADITION OF 'BEARING' GIFTS DURING THE HOLIDAY SEASON
INDEPENDENCE BLUE CROSS AND PENNSYLVANIA BLUE SHIELD SPONSOR ICARE VAN
INDEPENDENCE BLUE CROSS LAUNCHES PHYSICIAN REFERRAL SERVICE
Independence Blue Cross Responds to Health Needs of Members Affected by Hurricane Katrina.
Independence Blue Cross to Offer New, Low Cost Medicare Prescription Drug Plans.
Stephan Roker Joins Independence Blue Cross as Vice President Processing Services.
Governor Rendell Appoints Dr. Richard Snyder of Independence Blue Cross to Chronic Care Commission.
Independence Blue Cross Announces 'No Pay Getaway' Promotion Designed to Encourage Healthy Behaviors.

Terms of use | Copyright © 2017 Farlex, Inc. | Feedback | For webmasters